Standard Software Support
Standard Software Support
The following definitions only apply to the BOXARR Standard Software Support provided to the Customer inclusive within the BOXARR License Fee for the duration of the License Term. BOXARR Standard Software Support may be provided to the Customer by BOXARR and or its appointed and suitable accredited Alliance Partner.
Standard Software Maintenance
Upon procurement of the BOXARR Licence Key, the Customer is permitted to:
install and use the latest released version ("Version Release") of the BOXARR Software at the Activation Date for the duration of the BOXARR Software Licence Term; and
upgrade to the latest Version Release of the BOXARR Software at any time for the duration of their BOXARR Software Licence Term ("Version Up-grade"); where any entitlement to such Version Upgrade shall specifically exclude any BOXARR Services required to facilitate such an upgrade, which must be paid for in addition); and
to implement any bug-fixes, or patches of the BOXARR Software at any time for the duration of their BOXARR Software Licence Term; and any entitlement to such shall specifically exclude any necessary BOXARR Services required to facilitate such an upgrade, which must be paid for in addition).
Preliminary self-servicing support is available to users and Customer Helpdesk operators via the BOXARR Support Portal. The BOXARR Support Portal provides information, guides, manuals, and FAQs to enable common user-error issues to be resolved quickly and effectively.
1st Line Standard Support and Escalation
BOXARR 1st-Line Standard Software Support is assumed to commence after adequate preliminary Customer Support / Helpdesk services provisioned by the Customer (internally or via a 3rd-party service-provider) in order to determine BOXARR’s association to the fault incident, after which the Customer may engage the BOXARR Helpdesk.
1st-Line Standard Software Support is “remote” (i.e. via email and or telephone) and will be provided either by BOXARR, and or one of BOXARR's Certified Alliance Partners:
The trackable receipt and logging of incident reports from Customers; and
Re-direction of problems not directly related to the BOXARR Software; and
The assistance with resolving all user-related faults; and
The escalation of non-user-related faults to 2nd-Line Standard Software Support
Standard Operating Hours
The BOXARR Support Portal is available 24/7 subject to scheduled/ or unscheduled downtime.
BOXARR Helpdesk standard operating hours are 09:00-17:30GMT Monday-Friday excluding public holidays. Incidents which are not resolved by the close of a given Helpdesk operating period shall be resumed at the commencement of the next Helpdesk operating period.
A Helpdesk Engineer may, at their sole discretion choose to extend the Helpdesk operating hours (within BOXARR’s internal work-time regulations), in order to complete the resolution of an incident. In such cases, Customers may be asked to agree to additional charges. Support which is consistently required outside of standard operating hours shall require an independent Service Agreement with BOXARR.
2nd Line Standard Support and Escalation
2nd-Line Standard Software Support is “remote” (i.e. via email and or telephone) and will be provided either by BOXARR, and or one of BOXARR's Certified Alliance Partners:
The investigation, identification, diagnosis and recommended remedy of environmental issues pertaining to the BOXARR Software (e.g. OS, hardware, network, etc.); and
The investigation, identification, diagnosis and recommended remedy of simple configuration issues (e.g. BOXARR Software Configuration) ; and
The replication or recreation of faults if required in a support-lab environment; and
The escalation of unresolvable faults to 3rd-Line Standard Software Support
3rd Line Standard Support and Escalation
3rd-Line Standard Software Support is “remote” via BOXARR support portal, email or telephone and shall only be provided by BOXARR:
The provisioning of detailed diagnostics of issues relating to the BOXARR Software; and
Provisioning of 'work-arounds', and software patches, and software upgrades as may be applicable; and
The resolution of unresolvable issues escalated from 1st-Line and 2nd-Line Standard Software Support incidents.
BOXARR Standard Software Support shall specifically exclude the protracted diagnosis (i.e. beyond identification) or the provision of remedy (i.e. beyond recommendation) or otherwise fix or resolution to or for ANY software application, or operating system, or hardware device, or other device, other than the BOXARR Software. Any requirement for on-site support shall be charged in addition and shall be quoted by BOXARR accordingly. BOXARR will only action such on-site support upon receipt of a corresponding Purchase Order.
BOXARR and or its Alliance Partners may wish to utilise 'remote-access' tools in order to provision Standard Software Support. No 'remote-access' shall be undertaken without the consent of the Customer. The inability of a Customer to accept 'remote-access' support may result in protracted diagnosis or resolution, or may require on-site support at additional cost.
BOXARR Standard Software Support is delivered under 'reasonable endeavour' only, and is not subject to any Service Level Agreement (“SLA”). You may request the provision of SLAs from BOXARR, which shall be quoted to You in addition accordingly. BOXARR reserves the right not to accept or enter into any SLA with a Customer.