Support Policy Agreement
I. SERVICES 123 EDI Help Desk - You have access to
our online Help Desk, http://support.123edi.com,
where you can submit a request for support, manage open tickets, leave
feedback, and browse the Knowledge Base, a collection of illustrated lessons
for basic EDI Engine™ tasks. Telephone support - You have access to
our technical staff to receive technical support. Support
for extended hours is available with an additional premium. Total support
time for extended hours must be predetermined.
Emergency
Weekday Support hours are Monday through Friday 6:30 a.m. to 8:00 a.m. and
5:00 p.m. to 10:00 p.m. Eastern Standard time. Emergency Weekday support is billed at 1.5 times the Standard Professional Service
Rate. Emergency
Weekend support hours are from 8:00 a.m. to 5:00 p.m. Eastern Standard Time
and billed at 1.5 times the Standard Professional Service Rate. Emergency
Late Night Support and Holiday Support hours are from 10:00 pm to 6:30 am
Eastern Standard Time and billed at 2.0 times the Standard Professional
Service Rate. The following are the schedule days when the office will be closed. US Holidays
If you have a
problem, the following are our recommendations to help expedite its
resolution: ·
Report
the problem to the person in charge of the EDI system in
your company as that person is most likely to be knowledgeable about
how to handle the situation. If such person is not available, proceed to the
next step. ·
Document
the problem and define the priority. Be as specific as possible and include
all relevant Processing and Error logs. We ask that you only escalate a
request to “Urgent” if it is disrupting your operation. ·
Submit
a request for assistance through our online Help Desk at http://support.123edi.com.
Your request ticket will be reviewed by our support staff
and assigned to the appropriate agent. You will be
notified when the ticket has been assigned and may be required to
provide additional information or files. You can also ‘Check Your Existing
Requests’ on our Help Desk to see all comments, the assigned agent, priority,
billable status, or rate your satisfaction level for each request ticket. ·
While
we strongly encourage you to take advantage of all the features of our Help Desk you can also create a ticket by sending an e-mail
with issue documented to [email protected],
though you will need to indicate any urgency in the subject line. ·
In
the event that you are unable to document your request and create a ticket you can call
IV. SUPPORT PLAN Our
Continuous Update Program, CUP, is a dynamic software maintenance and support
plan. The CUP includes software and document updates, unlimited Technical
Support, and access to Training Seminars. All customers are required to
maintain CUP coverage on software and modules. Customers may choose to
deactivate the CUP on documents that will no longer be used.
However, any modifications to products or documents not covered by the CUP
are subject to charge at our Standard Professional Service Rate. Please note
that the CUP does not include additional services such as installations and
updates, training, programming modifications, and compliance testing. These
services are subject to billing and must be scheduled
in advance. For more information about the CUP, check http://www.123edi.com/cup.pdf. Project
Based Estimates are always available and are an excellent means of budget
protection for services not covered by the CUP. We will quote a project based
on a fixed price. This is a great option for programming or
networking projects that require little analysis and where the scope of the
project can be easily identify. All programming and service jobs,
based on proposals typically include a warranty of 90 days for services unless
specified differently. Look on each proposal for details. V. SUPPORT BILLING POLICY Annual CUP fees are generally 18% of the current price (unless
stated otherwise) for most of our products: software, modules, and documents. The
CUP is included in the minimum monthly fee for Hosted EDI customers and
initially billed upon project delivery for software customers with recurring
invoices issued annually. CUP fees will be prorated
for items added throughout the year on annual CUP invoices. On-site visits are billed on an
hourly basis with a minimum of 2 hours. Additional charges may be applied for traveling outside our metropolitan
area. We strongly recommend, that you request fixed price quotations
for tasks that have a specific goal such as training, consulting, software
implementation, and programming so that an excessive use of our services can
be avoided. We always try to identify such situations and will always
advise you about them. VI. PAYMENT POLICY We
appreciate customers who recognize the value of our work and pay for our
services on time. We believe that the less we are concerned with these
matters, the more time we can allocate to serve you. ·
If
you believe that a job has not been performed to
your satisfaction, please let us know immediately. We will do whatever is necessary to correct
the problem to your satisfaction. Prompt feedback is always helpful. ·
All
jobs require a 50% deposit upon commencing and the remaining 50% before delivery.
The only exception to this is when specified differently, typically in the
case of lengthy projects. ·
We
reserve the right to charge Interest for past due amounts. Interest will be
charged at 18% APR calculated daily. ·
We
reserve the right to stop servicing customers who do not pay us on time and
repeatedly do so. If this situation
arises, services will be discontinued until the
total balance is paid in full, and the situation is reevaluated. No exceptions. ·
Delinquent
accounts will be pursued vigorously.
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