SUPPORT

SUPPORT POLICIES

Applecross Technologies understands that technical support is a vital part of the total customer experience. We are committed to ensuring that you get the maximum value from your use of our products and that this value is sustained over time. This page gives you an overview of our support and how you can best use this site to obtain the best user experience.

Best practices to ensure optimal support:

The success of any support operation depends on a combination of technical knowledge, quality of communication, and problem solving skills. Our staff and your staff need to develop an understanding based on a recognized division of responsibilities. Here are some guidelines to ensure that you obtain optimal support:

  • plan your implementation. We offer free online tutorials on installation and configuration of our software which are best viewed prior to implementation.
  • use the same staff to submit all support requests where possible. We can be more effective if we are working with a regular contact(s).
  • train these members of staff in our technologies. We offer free on-line training in all of our products. An untrained member of staff will have difficulty in communicating problems to us in language that we understand.
  • utilize online help. All our software comes with comprehensive online help. Please also make yourselves familiar with the support information available on this web site, from supported platforms to Frequently Asked Questions. Try using the Support Forum to discuss issues with other administrators and review the release notes and technical white papers posted in the resource library.
  • provide accurate and complete information when submitting a support request. Non-reproducible problems based on insufficient information can cause unnecessary delays.
  • place your support requests through the web interface. Please do not contact help desk by telephone other than in an emergency situation or where you believe that you are not receiving a timely answer to your support issue.
  • consult us before upgrading your hardware or operating system software. If you are unsure whether your new systems are supported by our software then please contact us before you try to install it.
  • keep your product version up to date. It is difficult for us to support back versions of our products.
  • keep your profile information up to date so that we can keep you posted with new information as it is generated.

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Hours of operation:

Applecross Technologies together with its strategic partner, Open Systems Management, provides three help desks, each located approximately eight time-zone hours away from each other. These help desks are currently located in Seattle, WA, USA; in Wokingham, UK and in Perth, Western Australia. Twenty-four hours a day, from Monday thro Friday, one of these help desks is open to receive your calls or to action your emails.

In each country where we support our software you will be given a telephone number for support which will be automatically routed to the help desk which is open at that time. All three help desks have access to the same data. All three help desks are in native English speaking countries. To all intents and purposes it should appear to one of our customers as if all support is local.

Non-English speaking countries should have help desks supplied by our partner in that country, fluent in the local language(s), and trained in our software.

Weekend and public holiday support is provided only for web-based support calls.

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Extent of cover:

All licensees receive support and maintenance as part of the annual license subscription fee for the duration of the period covered by that subscription. This includes:

  • 7*24 support as described above
  • all product updates for the licensed product
  • all product upgrades for the licensed product
  • web based support backed up by telephone support to help-desk where required
  • access to all online information available through the support portal

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Target response times:

Critical (see terms and conditions for definition) - within one hour of receipt of request

Major (see terms and conditions for definition) - within four hours of receipt of request

Minor (see terms and conditions for definition) - within eight hours of receipt of request

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Help desk locations:

US and Canada - Open Systems Management Inc., mailto:support@osminc.com or telephone 1-888-OSM-TECH

UK and Europe - Open Systems Management Ltd., mailto:support@osm.co.uk or telephone +44-1189-070338

Asia/Pacific - Applecross Technologies Services Pty Ltd., mailto:support@applecrosstech.com or telephone +61-8-6365-4139

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Support request life cycle:

In order to place a support request you will need to be registered. You may only be registered if you are employed in a suitable position by an existing user organization of our software. To register please fill in our registration form.

Consult the FAQs and other support information posted on the web site to determine if an answer has already been posted for your problem.

To place a support request fill in the support request form having collected all relevant information. System, storage and network configuration information is all relevant as are any error messages and log files. Submit your support request using the web browser interface attaching all relevant information.

Applecross Technologies Services Pty Ltd. will then provide you with a unique identifier for your support call by email which you can then use to track the status.

Support requests are not closed off other than where agreed by both parties.

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Terms and Conditions:

The following terms and conditions apply to the support services covered by the annual subscription license:

1. General.

"Annual Subscription Fee" means the fee chargeable for the software license, support and maintenance in any one year with respect to a particular item of Software.

"Customer" means the single end-user customer organization authorized to use the Software.

"Enhancement" means any modification or addition that, when made or added to the Software, materially changes its or their utility, efficiency, functional capability, or application, but that does not constitute solely an Error Correction. APTECH may designate Enhancements as minor or major, depending on APTECH's assessment of their value and of the function added to the Software.

"Error" means any failure of the Software to conform in any material respect to its published specifications.

"Error Correction" means either a modification or addition that, when made or added to the Software, brings the Software into material conformity with its published specifications, or a procedure or routine that, when observed in the regular operation of the Software, avoids the practical adverse effect of such nonconformity.

"Primary Contact" means the person identified in writing to APTECH by Customer who is the initial contact for services provided under this Agreement.

"Principal Period of Support (PPS)" means 9:00 a.m. to 5:00 p.m., Monday through Friday, excepting legal holidays.

"Releases" means new versions of the Software, which may include Error Corrections and/or Enhancements.

"Service Site" means the location of the Software.

"Updates" means all maintenance releases for and changes to the Software which improve its reliability.

2. Term.

The support and maintenance term for each item of Software shall commence on the Effective Date of the license subscription and shall continue for an initial period of one (1) year from its commencement date, and shall only renew thereafter for subsequent terms of one (1) year provided that the license subscription is renewed.

3. Scope of Maintenance.

During the support and maintenance term, APTECH will maintain the Software so that it operates in conformity with the published specifications, including specifications for the performance of all improved or modified versions of the Software which Customer has been licensed to use. Basic maintenance services shall consist of:

a. Error Correction. APTECH shall be responsible for using all reasonable diligence to correct verifiable and reproducible Errors when reported to APTECH in accordance with its standard reporting procedures. The Error Correction, when completed, may be provided in the form of a "temporary fix," consisting of sufficient Software and operating instructions to implement the Error Correction or in a new Release or Update.

b. Telephone Hot-Line. APTECH shall maintain a telephone hot line during normal business hours that permits Customer to report Major or Critical problems and seek assistance in use of the Software.

c. New Releases. APTECH may, from time to time, issue new Releases of the Software, containing Error Corrections and/or Enhancements, to customers who have subscription license agreements in effect. Customer may download from this web site only one (1) copy of each new Release for each copy of the Software being licensed, without additional charge. APTECH shall provide reasonable instruction to help Customer install and operate each new Release. Because Releases are normally cumulative, each Release may be useful only if Customer has obtained and installed all prior applicable Releases.

d. Support and Response Time. For Errors, defects or non-conformities detected by Customer, APTECH will, during the PPS, provide complete off-site telephone support in the form of consultations, assistance and advice on the use and maintenance of the Software in accordance with the response times described in (e) hereinbelow. In the event that such problem is not corrected within twenty-four (24) hours of the initiation of such off-site telephone support, Customer shall submit to APTECH a listing of output and all such other data which APTECH may reasonably request in order to reproduce operating conditions similar to those present when the Error, defect or nonconformity was discovered. APTECH will demonstrate to Customer good faith and diligent initiation and prosecution of corrective measures for all such problems involving the Software.

e. Severity Level of Errors and Defects. For purposes of this paragraph (e), Errors, defects and non-conformities refer to those occurring in the APTECH portion of the Software. Although APTECH may be unable to provide a fix or work-around for third party software Errors in the Software, APTECH will work with the third party software owner in order to provide remedial measures for the reported Error. Errors, defects and nonconformities of the Software will be categorized as follows:

i. Severity Level 1 ("Critical") represents a reproducible emergency condition which makes the use or continued use of one or more functions impossible and is not correctable by a solution already available to Customer. Initial response time is one (1) hour from the time Customer notifies APTECH of the problem. Within twenty-four (24) hours, APTECH will demonstrate to Customer good faith and diligent initiation and prosecution of corrective measures required to provide a fix or work-around for the reported problem. With the exception of fixes related to third party software, APTECH will provide Customer with a final fix in the next succeeding version after the fix or work-around has been developed.

ii. Severity Level 2 ("Major") represents a reproducible condition which makes the use or continued use of any one of more functions difficult and which cannot be circumvented or avoided on a temporary basis by Customer. Initial response time is four (4) hours, from the time Customer notifies APTECH of the problem. Within ten (10) working days, APTECH will demonstrate to Customer the good faith and diligent initiation and prosecution of corrective measures required to provide a fix or work-around. With the exception of fixes related to third party software, APTECH will provide Customer with a final fix in the next succeeding version after the fix or work-around has been developed.

iii. Severity Level 3 ("Minor") represents a reproducible minor condition which is not critical in that no loss of data occurs and which may be circumvented or avoided on a temporary basis by Customer. Initial response time is before the close of business of the next working day after Customer notifies APTECH of the problem. APTECH will demonstrate to Customer good faith and diligent initiation and prosecution of corrective measures required to provide a fix or work-around within ninety (90) days and will include a final fix in the next succeeding version of the Licensed Software after the fix or work-around has been developed.

iv. Severity Level 4 represents documentation Errors which are easily avoided or circumvented by Customer, enhancements or new features. Initial response time is before the close of business of the next working day after Customer notifies APTECH of the problem.

f. Additional Support Services. Subject to payment of APTECH's then-current standard consulting rates and availability of APTECH's support personnel, APTECH will make on-site service calls to Customer's facility. These consulting rates will be subject to a minimum eight (8) hour charge, plus reasonable travel and out-of-pocket expenses.

g. Updates. APTECH will notify Customer of the availability of Updates for the Software. APTECH shall only be obliged to offer support for any version of the Software and its design specification for a period of twelve (12) calendar months from the date of a release that supersedes it. APTECH shall only be obliged to provide Updates for the then current release of the Software.

h. Out of hours support. Support outside of the Principal Period of Support is designed for Severity Level 1 (Critical) calls only. Support calls for Severity Level 1 incidents outside of the Principal Period of Support will result in an on-call technician being paged, Customer details will be taken and the Customer contacted directly. Calls that do not require immediate action will be held for collection and attention when the local support desk is next open during the Principal Period of Support.

4. Additional Services.

APTECH may provide additional services, as mutually agreed, in support of the Software, subject to payment of APTECH's normal charges and expenses:

a. Additional Enhancements. APTECH will consider and evaluate the development of additional Enhancements for Customer-specific use and will respond to Customer requests for additional services pertaining to the Software (e.g., as data conversion and report formatting assistance).

b. Back-Level Support. If Customer chooses not to install any Release, APTECH will maintain back-level versions of the Software at Customer's request, at extra charge, on a commercially reasonable-efforts basis and subject to availability of technical support staff.

5. Cooperation of Customer.

Customer shall notify APTECH promptly following the discovery of any Error. Further, upon discovery of an Error, Customer shall, if requested by APTECH, submit to APTECH a listing of output and any other data that APTECH may require in order to reproduce the Error and the operating conditions under which the Error occurred or was discovered.

6. Exceptions.

The following matters are not covered by basic maintenance:

a. Any problem resulting from the misuse, improper use, alteration, or damage of the Software;

b. Any problem caused by modifications in any version of the Software not made or authorized by APTECH;

c. Any problem resulting from software other than the Software or equipment;

d. Any problem resulting from the combination of the Software with such other software or equipment to the extent such combination has not been approved by APTECH; or

e. Errors in any version of the Software other than the most recent Release, provided that APTECH will continue to support superseded Releases for a reasonable period, not to exceed forty-five (45) days, sufficient for Customer to implement the newest Release.

Customer will be responsible to pay APTECH's normal charges and expenses for time or other resources provided by APTECH to diagnose or attempt to correct any such problem. In addition, Customer will be responsible for procuring, installing, and maintaining all equipment, telephone lines, communications interfaces, and other hardware necessary to operate the Software and to obtain maintenance services from APTECH. APTECH will not be responsible for delays caused by events or circumstances beyond its reasonable control.

7. Use and Restrictions.

Customer rights and obligations concerning the use of any Error Corrections, Enhancements, or Releases (or any other Software provided by APTECH, regardless of its form or purpose) shall be as provided in the Software License Agreement executed by both Customer and APTECH.

8. Limited Warranty.

APTECH shall perform its services hereunder in a timely and professional manner consistent with the level of care, skill, practice and judgment exercised by other professionals in performing services of a similar nature under similar circumstances by personnel with requisite skills, qualifications and licenses needed to carry out such work. Notwithstanding the addition of any Error Correction, Enhancement, or Release to the Software for purposes of the Software License Agreement, APTECH's obligation to correct Errors in such additions shall be limited to these terms and conditions. EXCEPT AS EXPRESSLY SET FORTH IN THIS PARAGRAPH, APTECH SHALL HAVE NO LIABILITY FOR THE SOFTWARE OR ANY SERVICES PROVIDED; APTECH MAKES AND CUSTOMER RECEIVES NO WARRANTIES, EXPRESS, IMPLIED, STATUTORY, OR IN ANY OTHER PROVISION OF THIS AGREEMENT OR ANY OTHER COMMUNICATION; AND APTECH SPECIFICALLY DISCLAIMS ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

9. Notices.

All notices or other communications required to be given hereunder shall be in writing and shall be delivered either personally or by U.S. mail, certified, return receipt requested, postage prepaid, and addressed as provided in this Agreement or as otherwise requested by the receiving party. Notices delivered personally shall be effective upon delivery and notices delivered by mail shall be effective upon their receipt by the party to whom they are addressed.

10. General Provisions

a. Assignment. Neither party may assign its rights or obligations or delegate its duties hereunder without the prior written consent of the other, except to a third party pursuant to a merger, sale of all or substantially all assets, or other corporate reorganization. Any attempted assignment or delegation in contravention of this paragraph shall be void and of no effect.

b. Nonwaiver. The waiver by either party hereto of any default or breach of this Agreement shall not constitute a waiver of any other or subsequent default or breach.

c. Governing Law and Severability. This Agreement shall be governed by and construed in accordance with the internal, local laws, of the State of Western Australia, except those laws related to choice or conflict of law. If any provision of these terms and conditions is held invalid or unenforceable under any applicable law or be so held by applicable court decision, the parties agree that such invalidity or unenforceability shall not affect the validity and enforceability of the remaining provisions of this Agreement and further agree to substitute for the invalid or unenforceable provision a valid or enforceable provision which most closely approximates the intent and economic effect of the invalid provision within the limits of applicable law or applicable court decisions.

d. Contingency. Neither party shall be liable for non-performance or delays caused by acts of God, wars, riots, strikes, fires, shortage of labor or materials, labor disputes, government restrictions or other causes beyond its control. In the event of the occurrence of any of the foregoing, the date of performance shall be deferred for a period equal to the time lost by reason of the delay. The affected party shall notify the other in writing of such events or circumstances promptly upon their occurrence.

e. Entire Agreement. This Agreement sets forth the entire agreement and understanding between the parties as to the subject matter hereof and merges all prior discussions between them. Neither of the parties shall be bound by any conditions, definitions, warranties, understandings or representations with respect to such subject matter other than as expressly provided herein or as duly set forth on or subsequent to the date of acceptance hereof in writing and signed by an authorized representative of the party to be bound thereby.

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