Meztec – Service Level
The support service is subject to agreement and payment, and in accordance with our terms and conditions shall continue for a minimum of 1 month and thereafter automatically renew for the same period until no less than 30 days written notice is given by either party.
Terms used in this agreement
Support Service – provision of remote and on-site technical support and consultancy.
Application Environment – hardware and/or software installed and configured by Meztec or its agents.
Technician – appointed Meztec support person(s).
Client Responsibilities
To ensure the timely and successful completion of the support service Meztec is dependent on the client for the following:
Provision of reasonable network access and a technical support contact, as required, in order to deliver the support service. An interactive remote link and access must be provided to the operational system through an ADSL line. If this link is down for any period of time it will affect response times that Meztec are able to meet.
Access to staff with relevant expertise and authority to answer all queries in a timely manner, to authorise enhancement and to agree and accept changes.
Reasonable provision of diagnostic material, e.g. error messages, fault reports, as may be required by Meztec.
Telephone notification of support requests and notification of any change in priority levels.
Effective file management
Proper storage of system technical information, codes, passwords and documentation, including changes and updates provided by Meztec during any maintenance phases.
Regular backup as per the recommended procedures. It is essential that the client maintain up to date backups, Meztec cannot be responsible for any loss of data due client mishandling of backups.
Notification of any upgrades to software, hardware or infrastructure applied to the clients operational system which may affect the support service.
Provision of hardware or software as may be required from time to time, as is reasonably required to support the application environment.
Fault classification within the application environment
Meztec uses traffic light symbology (red, amber, green) to classify the severity of faults, and subsequent response times, as follows:
Red – Essential business process failure, no work around
For example: key application failure to email or Microsoft Exchange with critical impact on the clients overall business operations, or connectivity to internet failure with no bypass or alternative available. All end users affected.
Amber – Essential business process failure, work around possible
Failure affecting a number of, but not all of, end users. An alternative or workaround is possible and/or the issue is not time pressing nor generally business critical.
Green – Non-critical business function affected
A feature does not operate according to specifications but key business operations are intact.
Support service response times
Red: 1 – 4 hours
Amber: 24 hours
Green: 3 days
Meztec will not be held liable for external factors, such as traffic jams, that may inhibit meeting the above times.
Amount of support and charges included in this agreement
This support agreement covers as follows:
Unlimited telephone support calls
Unlimited remote access support calls
Daily system health checks
Real time monitoring of event logs
Remote housekeeping of servers to maintain optimum settings
On each support occasion subsequent on-site or additional work will be charged at the hourly rate for all hours over and above those covered by this support agreement.
Exceptions to Meztec liability within the application environment
New projects or installations
Cost of replacement hardware or software
Any faults not originating within the application environment, problems with British Telecom or any client internet service provider.
Any system that Meztec did not install or that has been changed or altered without prior notice and agreement by Meztec.
Damage, delay or loss arising out of any of the work supplied by Meztec. Meztec shall not be liable for any loss or damage caused to any third party arising out of any work carried out for the client.
Meztec expressly excludes liability for special indirect or consequential losses that may arise including the clients loss of profit, revenue, goodwill or anticipated savings.
Force majeure
Meztec will make all reasonable efforts to carry out its obligations but this is subject to such variation as may be necessary as a result of circumstances beyond its control, including (but without prejudice to the generality of force majeure) difficulty in securing labour, materials or other supplies or as a result of any act of God, war, strike, lock out or other labour dispute, fire, flood or other cause beyond the control of Meztec.