Contract Exhibit D – Effective 01/02/2024
This exhibit is in effect only in relation to a signed
ActiveWorx Hosted Services Agreement,
Exhibit A, and Exhibit C
Preface
Who this guide is written for:
This guide is written for customers who hold an active Helpdesk Technical Support Agreement with ActiveWorx.
The document has been prepared to help Customers understand the helpdesk service ensuring your company can obtain the maximum benefit from our Helpdesk Technical Support service.
This document contains information which is confidential to ActiveWorx and the Supported Customer. It must not be used in any way, nor disclosed to any other party, either whole or in part, other than is intended purpose. The only exception to this is that the information may be disclosed to employees or professional advisors of the Supported Customer where such disclosure is on a need to know basis, and is for the purpose of considering this proposal. Otherwise disclosures may not take place without the prior written consent of ActiveWorx.
Features of the Service
Your Contract Services Hours
Your Helpdesk Support contract is available within the following working hours.
| Location | Days | Hours |
| North America | Monday to Friday (Excluding ActiveWorx Holidays) | 08:00AM to 8:00PM Eastern Time |
How to contact Support
| Location | Telephone | |
| All | 1 (800) 824-5592 | Support@ActiveWorx.com |
ActiveWorx Company Holidays
Holidays for Employees
- New Year’s Day (January 1).
- President’s Day (Third Monday in February).
- Memorial Day (Last Monday in May).
- Independence Day (July 4).
- Labor Day (First Monday in September).
- Thanksgiving
- Fourth Thursday in November
- Fourth Friday in November.
- Christmas Day (December 25).
Depending where Christmas Day falls, the day before or after, may also be a company Holiday. This will be communicated when applicable.
Support Process
To help us resolve your problem as quickly as possible please consider the following steps before contacting the support desk.
Define the problem
Please be as specific as possible when explaining the problem to the support desk. This will help us to offer the best advice and speed up the process of obtaining a solution should third parties need to be involved.
To help identify the problem please think about the following questions: –
System Information
- What is the failing product?
- What is the version and release number?
- What machine model, operating system, and version are running?
Problem Description
- What are the expected results?
- What statement or command is being used?
- What is the exact error number and message text (where applicable)?
- What are the exact symptoms and syntax?
- Is this the first time this operation has been attempted?
- Is anyone else experiencing the problem?
- Is this the first time this problem has occurred?
- What is the document reference number?
Environment
- When did this activity work last?
- What has changed since the activity last worked?
- Under what conditions does the problem not occur?
- Is there any other conflicting software running on the system?
Problem Isolation
- What is the specific feature of the software causing the problem?
- Can the problem be reproduced?
Service Delivery
Determining the level / severity of your call
A severity should be assigned to the problem you are reporting. A description of the severity levels are listed below:
Severity 1 – Critical Impact/System Down
Critical business impact, this indicates you are unable to use the program resulting in a critical impact on operations. This condition requires an immediate solution. For example:
- Critical situation / system down
- Business critical software component is inoperable
- As a rule, this applies to production environment
- Critical interface has failed
Severity 2 – Significant Impact
Significant business impact, this indicates the program is usable but is severely limited. For example:
- Users receive an error when trying to view a certain type of document
Severity 3 – Moderate Impact
Some business impact, this indicates the program is usable with less significant features (not critical to operations) unavailable. For Example:
- A client cannot connect to a server
Severity 4 – Minimal Impact
A noncritical software component is malfunctioning, causing minimal impact
Severity 5 – Information Request
No business impact, simply a question or request for clarification has been made. For Example: – Documentation is incorrect or Additional documentation requested.
Severity 6 – Non-Production Issue
Non-production issue.
Enhancements
Request for enhanced functionality.
Service Level Agreement (SLA)
Problem Logging
On receipt of a Helpdesk support call, ActiveWorx agrees to acknowledge receipt of the call/email via either a phone call or an email within the following timescales:
Severity 1 (Critical Impact/System Down) 1 hour
Severity 2 (Significant Impact) 2 hours
Severity 3 (Moderate Impact) 4 hours
Severity 4 (Minimal Impact) 8 hours
Severity 5 (Information Request) 8 hours
Severity 6 (Non-Production Issue) 8 hours
Enhancement 8 hours
Problem Diagnosis
Based on the severity of the problem/question, ActiveWorx will endeavour to determine the nature of the problem and also the effected software module(s) from the time of issue acknowledgement (problem logging) and within the following timescales:
Severity 1 (Critical Impact/System Down) 1-2 hours
Severity 2 (Significant Impact) 2-3 hours
Severity 3 (Moderate Impact) 4 hours
Severity 4 (Minimal Impact) 5 days
Severity 5 (Information Request) 15 days
Severity 6 (Non-Production Issue) 15 days
Enhancement 30 days
Note: In some cases ActiveWorx will require assistance from the ActiveWorx Active Network in order to determine the nature of the problem and the associated software module(s) and cannot always ensure compliance within these time frames in these situations.
Problem Resolution
For severity 1 and 2 issues, ActiveWorx will strive to resolve any support issues within the quickest possible times and if necessary, propose a short-term work around in order to maintain business continuity whilst an issue fix is identified.
Due to the vast number of components and complexities of a potential solution, plus the timescales involved with working with third party support mechanisms, ActiveWorx cannot be held to a specific time of resolution.
Based on problem severity, ActiveWorx will endeavour to resolve the issues in the priority order of business impact.
For all other issues that do not require 3rd party assistance ActiveWorx will endeavour to provide an answer/solution fix within 30 days of issue/question receipt.
How your call will be handled
When speaking with the support desk please mention the following items if they apply to your situation:
- You are under business deadline pressure
- Your availability
- You can be reached at more than one phone number
- You can designate a knowledgeable alternate contact with whom we can speak
Please have your customer support number ready in case you are asked for it. Please state your company name and the main contact for this problem, along with a contact telephone number and/or email address.
Please relate the nature of the problem and any applicable information and inform the support desk of the severity you would like assigned to the problem.
The support desk will attempt to perform initial problem determination with you over the telephone. If you have emailed a support request to the support desk then you will receive a call back as soon as possible from when the email is received.
If it is determined that a third party needs to be informed of the issue then the support desk will manage that relationship for you and act as a go-between for the duration of the support call or until the ActiveWorx Support Contract expires.
You will be informed of any actions required by yourself and any action performed by ActiveWorx or a third party in relation to fixes on the reported problem.
When the problem is resolved you will be asked whether you are satisfied with the resolution and whether the support call can be closed.
Standards of Service
We aim to respond quickly and effectively to your calls. To help us handle your call more efficiently there are a number of things that you can do: –
- Collect any necessary details. Please use the problem determination in section 1.2 as a checklist.
- Check manuals, memos to user’s, and web sites, which may help.
- If you place a call and its level / severity changes, please do not hesitate to let us know, so that we can react accordingly.
Operations Escalation Procedure
This document outlines the escalation procedure for supported customers.
Should the level of service being provided fall below our usually very high standard, the escalation procedure for both support and professional services is described below. The ActiveWorx management team are keen to ensure our employees provide professional and courteous levels of service at all times. We welcome your suggestions for improvement.
Our Support Center is the entry point for notifications of customer issues and may be contacted by raising a call to our Support Center on the number provided as part of your support contract.
Interaction with the Support Center is the correct way to raise a support call and the preferred way for a customer to initiate the escalation process.
The Support Center is responsible for and has access to all resources available in providing a resolution to a customer problem. If for any reason, a customer feels that the problem is not being given the appropriate attention or priority, the following escalation procedures should be followed.
Guidelines for an Escalation Issue
The Support Center should be the first individual to receive all customer concerns and issues. They will review the scenario and will either provide information about the customers’ concern or transfer the problem to the correct internal individual. If after speaking with the Support Center about a problem or concern, a customer does not feel that they have been given the urgency or priority deserved, the escalation process goes into effect.
Below are the steps a customer should follow to escalate an issue.
Escalation
Whether or not the problem to be raised is to be escalated, it is important that all information requested by your Support Center consultant is provided for their examination and that all (reasonable) actions they have requested are undertaken.
Your problem should be of Severity Level 1 or 2 and should have been raised for longer, or about to become open longer, than prescribed for that severity level (see chart above). You would be dissatisfied that progress is actually being made or dissatisfied with the level of communication to you regarding the progression of the problem.
To formally escalate the problem, the customer should call the Support Center and specify the call log number and nature of their concerns.
At the time of escalation, the frequency of customer updates and the medium to be used will be agreed with the customer. The concerns, implications and update frequency will be documented and confirmed in writing (email) to the customer accompanied by a current status of the problem resolution.
Second Point of Escalation
If after speaking with the Support Center about a problem or concern, a customer does not feel that they have been given the urgency or priority deserved, the second escalation process goes into effect.
It is important that all information requested by the second point of escalation be provided for their examination and that all (reasonable) actions they have requested are undertaken.
Your problem should be of Severity Level 1 or 2 and should have been raised for longer or about to become open for longer than prescribed for that severity level (see support contract). You would be dissatisfied that progress is actually being made or dissatisfied with the level of communication to you regarding the resolution of the problem.
If after speaking with second point of escalation about a problem or concern, a customer does not feel that they have been given the urgency or priority deserved, the third point of goes into effect.
And so on until you are satisfied with the actions being taken.
Escalation Contact Details
The following table provides the contact details for support in order of contact.
| Order of Escalation | Name | Telephone | |
| 1st | Support Center | Help Desk: (800) 824-5592 | Support@ActiveWorx.com |
| 2nd | Robert Vogel Vice President, Technical Services | Office: (484) 446-3327 Cell: (215) 510-2085 | RVogel@ActiveWorx.com |
| 3rd | Marty Michael CEO | Office: (484) 446-3311 Cell: (610) 247-5403 | MMichael@ActiveWorx.com |
We would welcome any comments on the service and the accuracy and usability of this guide. To do this, please complete the customer comments section in Appendix C and either fax it to (610) 382-5111 or email it to RVogel@ActiveWorx.com
Contract Management
It is helpful if you can ensure that the details we have of your organization are always up-to-date. Please use the various forms in the appendices of this guide to advise us of any changes in regards to: –
- Telephone Numbers: Appendix D
- Address: Appendix D
- Nominated Technical Contact: Appendix E
- Named Callers: Appendix E
If any of the above do change during the period of your companies support contract please be sure to fax or email the necessary details on the above referenced form to the following fax number: (610) 382-5111 or email Support@ActiveWorx.com.
Appendix(s)
Appendix A: Support Services – Customer Supported Products List and Appendix B: Helpdesk Technical Support Additional Services
For a full description of your company’s hardware/software that is covered under the annual support contract please refer to the main support contract agreement.
Below will enable you to list the products that are covered under the support agreement: –
Supported Products applies only to products specifically listed in the Hosted Managed Services Agreement with Exhibits A and C.
Helpdesk Support Customer Comment Form (Appendix C)
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