Support framework

Published on 28 November 2022

Definitions

Terms defined in the ‘Terms and Conditions for the Supply of Software and Services’ shall have the same meaning as set out in this document, unless otherwise defined in this document.

After Hours means outside of the Service Desk Hours.

Service Desk Hours means the service desk hours set out here (applicable only on Business Days): Software support

Customer Reference ID means any identifier applied by the Customer to an Incident.

Customer Workaround means a change in function or process (or otherwise) that mitigates the impact of the Incident, and which can reasonably be implemented by the Customer without any involvement by Iress.

ICP means the Iress Cloud Platform.

Incident means an event experienced in relation to the use of the Iress Service that represents or appears to represent a failure of the Iress Service.

Iress Workaround means a change in function or process (or otherwise) that mitigates the impact of the Incident, and which is implemented by Iress.

Service Desk means the service desk provided by Iress in accordance with clause 3.a.

Severity means the ranking that defines the significance of an Incident which is used to prioritise its treatment, as set out in clause 4.a.

Software means the Iress software which forms part of the Iress Service licensed by the Customer, as set out in a Service Order entered into between the parties.

Support Services means the services set out in clause 3.a and 3.b of this Support Framework.

Upgrade means the implementation of amended functionality in the Software via a new release (or, where the Software is not hosted in the ICP, via a new release, service pack or hot fix).

Working Hours means 09:00-17:30 on Business Days, local time to the country (or state, if applicable) in which Iress is incorporated.

1. Commencement of Support Services

Support Services will be provided in accordance with this Support Framework from the Go Live date of the Iress Service.

2. Upgrades

2.a Provision of Upgrades

Iress will provide Upgrades of the Software from time to time, as and when they are generally available to all Iress customers.

2.b Implementation of Upgrades - Iress hosted

Where the Software is provided as a hosted service, Iress shall install Upgrades.

If the Software is hosted in the ICP, Upgrades will be automatically installed and Iress will provide Support Services in relation to the current version of the Software only.

Where the Software is not hosted in the ICP, Iress will provide Support Services in relation to those versions of the Software released within 12 months prior to the date of release of the current version.

Iress shall inform the Customer in relation to any planned Upgrades, including where such Upgrades are automatic. Except where otherwise agreed or where emergency maintenance is required, Upgrades will only be implemented After Hours.

2.c Implementation of Upgrades - not hosted by Iress

If the Software is deployed at a Customer site, the Customer shall install Upgrades in accordance with the written instructions provided by Iress.

2.d Documentation

Iress will provide release notes with new releases of the Software and (where applicable and appropriate) with service packs.

3. Service Desk

3.a Establishment of Service Desk
Iress will establish and maintain a Service Desk. Requests for support should be submitted via Iress’ incident management system, details of which will be provided to users of Iress Services

3.b Service Desk Duties

The Service Desk will:

1. be available during Service Desk Hours (as applicable to the Iress Service);
2. clarify any documentation provided by Iress relating to the Iress Service;
3. provide guidance on the use of the Iress Service; and
4. provide Incident resolution support.

The Service Desk will not train Customer employees / users, first line support personnel, or systems administrators and operators in the general use of the Iress Service. Training services are available by agreement between the parties.

3.c Service Desk operation - the Customer's roles and responsibilities

The Customer will support effective operation of the Service Desk by:

(a) undertaking initial diagnosis and problem solving;

(b) only forwarding to the Service Desk Incidents that appear to be faults or issues with the Iress Service;

(c) categorising Incidents in line with the severity definitions outlined in 4.a (Incident Severity Definitions);

(d) providing information required to support diagnosis and problem solving by Iress including:

(i) time and date of the Incident;

(ii) nature of the Incident;

(iii) number of people impacted (at a minimum, whether it is some or all Authorised Users);

(iv) application and (where applicable) version;

(v) which component or function of the Iress Service is impacted;

(vi) nature of any recent changes in the Customer technology environment that could be relevant to the Incident.

(vii)completing a trouble-shooting data collection form (where this has been provided by Iress);

(viii) completing any mandatory data gathering fields where the Customer's internal service desk reports the Incident; and

(ix) if requested by Iress, providing access to the environment or site where the Incident occurred.

The Customer must not forward to, or otherwise share with Iress, any personal information relating to its clients, including any screenshot or screen share which may include such information.

3.d Excluded Occurrences

Iress shall have no obligation to provide Support Services where Incidents arise from:

(a) operator error or use of the Iress Service other than in accordance with Iress’ instructions;

(b) a Force Majeure Event;

(c) use of the Iress Service in combination with any equipment or software not provided by Iress or not designated by Iress for use with the Iress Service, or any fault in any such equipment or software;

(d) a breach of the Customer's obligations under the Agreement;

(e) where relating to Software, an issue in the version/release being used by the Customer where that issue has been resolved in a later version/release of the Software to which the Customer has not upgraded.

4 - Incident Resolution Services

4.a Incident Severity Definitions

The following severity definitions shall apply:

4.b Receipt and Classification of Incidents

Iress will:

(a) upon being notified of an Incident, assign the Incident a unique identifier and log the Incident in the Iress incident management system, together with details of the time of the report, a description of the Incident, any Customer Reference ID, the Severity of the Incident, the person raising the Incident, and such other details as may assist in the execution and resolution of the Incident;

(b) confirm or revise the Severity classification of an Incident and communicate to the Customer if a Severity rating has been reduced;

(c) provide updates/progress reporting;

(d) close an Incident once the Iress Service is restored or an Iress Workaround is provided or, where appropriate, reclassify an Incident to reflect partial resolution.

4.c Incident Resolution

Iress will respond to Incidents according to their Severity rating as follows:

4.d - Incident management - Customer roles and responsibilities

The Customer will participate in and support Incident management by:

(a) assisting Iress staff in diagnosis and problem solving;

(b) providing Iress staff with access to the Customer's information systems, infrastructure or log files where this is required as part of diagnosis;

(c) working with Iress staff to assess and eliminate potential causes of contributing factors within the Customer's information systems and infrastructure; and

(d) working with Iress staff to implement a solution or Iress Workaround to restore the Iress Service.

5 - Contacts

Software support contact details are available here: Software support

Version control