Customer: a third party who has entered into a contract with the Supplier in relation to use of the Services.
Services: the subscription services provided by the Supplier to the Customer in accordance with the provisions of a written agreement entered into between the parties.
Supplier: glistrr ltd incorporated and registered in Northern Ireland with company number NI614046 whose registered office is at Suite 4, Commercial Mews, 93-97 Main Street, Larne, BT40 1HJ.
1. THE SOFTWARE SUPPORT SERVICES
1.1 The Supplier shall supply the support services set out in this Support Services Policy.
1.2 The Supplier shall maintain and update the Services. Should the Customer determine that the Services includes a defect, the Customer may at any time file error reports. During maintenance periods, the Supplier may, at its discretion, upgrade versions, install error corrections and apply patches to the systems. The Supplier shall use all reasonable endeavours to avoid unscheduled downtime for maintenance.
2. TECHNICAL SUPPORT SERVICES
2.1 The Supplier shall provide the Customer with technical support services during Normal Business Hours.
2.2 Issues raised by the Customer and the Customer’s Authorised Users will be logged on the Supplier’s Customer Relationship Management (CRM) system. These issues will be allocated an appropriate priority and the supplier will use its reasonable endeavours to resolve these issues in a timely fashion.
2.3 Service Performance
|Security Level||Help Desk Response Time during Normal Business Hours||Fix Time (Normal Working Hours, after helpdesk response)|
|High||12 hours||1 working day|
|Medium||24 hours||2 working days|
|Low||48 hours||5 working days|
System Down: The system is completely down or is not operational. Mission-critical applications are severely impacted by the problem.
Limited Functionality/Limited use of system: The application is considered unstable and is subject to periodic interruption. Mission-critical applications are not affected by the problem.
Operation not affected: A general support question.