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123 IT Services, Inc.
DBA 123 EDI

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.

Online support - You may take advantage of our remote services using remote access software. This allows your computer system to directly connect with our system through your internet connection and enables the fastest and least expensive response to your problems. This is a highly recommended option.

Scheduled on site support - You have the opportunity to schedule on site software or hardware support with our technical staff.

Emergency support - This consists of after hours and weekend support that cannot be done during regular support hours due to problem urgency.

Special projects support - You will receive priority when scheduling special jobs (programming, special software installations, etc. . .) and will receive timely proposals. You will also have access to our knowledgeable, specialized staff including associate consultants, for networking and programming services.

II. CONDITIONS OF SERVICE

Support Hours:
Regular support hours are Monday through Friday from 8:30 am to 5:00 pm Eastern Standard Time except for the holidays listed below.

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.
These dates are subject to change 90 days prior:

US Holidays
New Year's Day
Memorial Day
Independence Day
Labor Day
Thanksgiving
Christmas Day

 


Telephone and Internet Support: Rates for telephone support do not include long distance telephone charges, if applicable. In order to receive online support, you will be required to have the current version of PC Anywhere or RealVNC remote access programs and an internet connection.

Travel Expenses: Any on-site support done outside a 10 miles radius from our office will be subject to travel expenses. Travel that does not require an overnight stay will be subject to travel time and tolls only. Travel that requires one or more overnight stays will be subject to transportation cost, hotel accommodation, and meals. Travel expenses will be billed at actual cost with the exception of travel time, which will be billed at the standard rate.

Disclosure of Liability: 123 IT Services, Inc. DBA 123 EDI is not responsible for any losses resulting from activity of the client. These activities may include but are not limited to backing up data files, improper maintenance of equipment or programs, and not following instructions given by a 123 IT Services, Inc. DBA 123 EDI support representative or associate consultant.

Additionally and specifically to EDI software and services, 123 IT Services, Inc. DBA 123 EDI will not be responsible for any losses resulting from EDI data exchanges where the data is found to be inaccurate or not as per specifications of the parties involved.

For information on EDI Engine liability policy and other information, please request a copy of the Software License Agreement.


III. CONTACT SUPPORT

We assume that any employee from our customer is authorized to use our services. If that is not the case, please provide us with a list of authorized employees.

 

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
+1 954.922.9130, select option 3 and we will be happy to assist you. When leaving a message, provide specific details and state whether it is an urgent situation. Please let us know whether you are unable to continue to operate because of the seriousness of your problem and we will give priority to your 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.

 

IT IS UNDERSTOOD THAT BY CONTRACTING OUR SERVICES, THE CUSTOMER IS IMPLICITLY AGREEING
WITH THE CONTENTS OF THIS DOCUMENT. ANY DISAGREEMENT MUST BE ADDRESSED IN A TIMELY FASHION,
IN WRITING AND PREFERABLY BEFORE ANY SERVICE IS PERFORMED.
WE RESERVE THE RIGHT TO CHANGE THIS DOCUMENT WITH 30 DAYS NOTICE.

 

 

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