{"id":2290,"date":"2022-02-09T00:27:00","date_gmt":"2022-02-09T00:27:00","guid":{"rendered":"http:\/\/www.solutionsa1.com\/?page_id=2290"},"modified":"2022-02-09T01:24:17","modified_gmt":"2022-02-09T01:24:17","slug":"support-and-maintenance-policy","status":"publish","type":"page","link":"http:\/\/www.solutionsa1.com\/?page_id=2290&lang=en","title":{"rendered":"Support and Maintenance Policy"},"content":{"rendered":"\n

Terms used in the present policy are defined in Solutions A1\u2019s Agreement and Licence available at www.solutionsa1.com.<\/p>\n

    \n
  1. MAINTENANCE AND SUPPORT SERVICES<\/li>\n<\/ol>\n

    Solely Solutions A1 shall provide standard maintenance and support services to its End Users.  For purposes of this Policy, Support Services and Maintenance shall imply:<\/p>\n

      \n
    1. Using reasonable commercial efforts to repair or provide a patch or work around for errors<\/li>\n
    2. Using commercially reasonable efforts to provide Updates and Upgrades<\/li>\n
    3. Support Services do not include enhancement requests or the development of in-depth methodologies nor customization of Solutions A1\u2019s Apps.<\/li>\n
    4. MAINTENANCE FEES<\/li>\n<\/ol>\n

      2.1 There are no Maintenance and Support fees.<\/p>\n

        \n
      1. SUPPORT PROCESS<\/li>\n<\/ol>\n

        3.1 Support Services includes technical support from Solutions A1 personnel by telephone, e-mail, and web along with regular product updates and upgrades, modifications, enhancements and revision notifications. <\/p>\n

        3.2 End User will provide remote access to the network, computers and servers hosting Solutions A1\u2019s Apps whenever necessary and if applicable in a timely manner and free of charge.  <\/p>\n

          \n
        1. RECORD AND FEEDBACK OF SUPPORT SERVICES<\/li>\n<\/ol>\n

          4.1 Support cases may be recorded by Solutions A1.  When an issue is deemed a Solutions A1 defect, it is flagged for submission to the QA department for verification of the issue.<\/p>\n

          4.2 All issues are reviewed at regular intervals by the development and product managers, prioritized and scheduled for resolution\/fix (i.e.: next update, release etc.). An email is then sent back to the Customer.<\/p>\n

            \n
          1. HOURS OF SUPPORT<\/li>\n<\/ol>\n

            5.1 Solutions A1 shall provide Support during Normal Business Hours in the location the support is being performed. Should a customer require out of hours support, Solutions A1 may offer to provide out of hours support services charged on a Time and Materials Basis.<\/p>\n

              \n
            1. TERM<\/li>\n<\/ol>\n

              6.1 Termination:  Does not apply considering that there are no applicable fees for the Service.<\/p>\n

              MORE INFORMATION If you have questions or concerns regarding the Terms and Conditions set out, please contact Pierre-Paul Grondin, at ppg@solutionsa1.com.<\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"spay_email":""},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"http:\/\/www.solutionsa1.com\/index.php?rest_route=\/wp\/v2\/pages\/2290"}],"collection":[{"href":"http:\/\/www.solutionsa1.com\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"http:\/\/www.solutionsa1.com\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"http:\/\/www.solutionsa1.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/www.solutionsa1.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=2290"}],"version-history":[{"count":2,"href":"http:\/\/www.solutionsa1.com\/index.php?rest_route=\/wp\/v2\/pages\/2290\/revisions"}],"predecessor-version":[{"id":2293,"href":"http:\/\/www.solutionsa1.com\/index.php?rest_route=\/wp\/v2\/pages\/2290\/revisions\/2293"}],"wp:attachment":[{"href":"http:\/\/www.solutionsa1.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=2290"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}