Page 6 - ADTM v 3.12_Neat

6. Maintenance

6.1 Support

Vendor shall maintain a telephone hotline during regular business hours (8.30 a.m. to
st
5.00 p.m. Monday-Friday) to assist Client in reporting issues and in providing 1 Level
Support in the use and operation of the SOFTWARE

Estimated response time to an issue will be 8 working hours after reporting an issue.

Note

a. Saturday, Sunday and Mercantile holidays are considered as non-working days.
b. Time mentioned above are not applicable where software rectifications are required

6.2 Client’s Responsibility & Limitations on Support

Client agrees that its point of contact for maintenance and support of the SOFTWARE
will be limited to two (2) designated employees of Client at any one time, who will act
as the support liaison between the Vendor and Client.

Client is responsible to maintain below mention requirements to ensure a smooth
operation of software.

 Virus Guards are installed and updated regularly on the server and all workstations

 Continuous power (UPS) to server, Network equipment’s (Hub, Switches, etc.) and
all workstations. (Eg CPU must be fixed for all relevant place)

 Recommends the Client to enable the firewall to prevent unauthorized access to
network machines

 Vendor recommends the Client to install licenses software to ensure a smooth run of
the software. (Eg: License Operating system etc.) Using pirated software can cause
system to crash

 Server date synchronization at workstation login time. (To ensure consistency of
workstation dates across the network)

 Lighting protector must be installed in the event of outside Network connection
lines.

6.3 Support Level

1st Level Support

“1st Level Support”, shall comprise maintenance and services relating to

Determining, diagnosing, verify configuration and endeavoring to resolve problems with
the Software by contacting the relevant party over the phone or by using remote
access.

© Datama tion Systems (Pvt) Ltd. – 2019(Version 3.12) Page 5 of 11