|
Annual Support Agreement
Our goal is total customer satisfaction. This means accurate and
timely answers to your questions.
What is this page for?
This page is written to document our responsibilities and Service-Level Agreement (SLA) to our clients that have paid for support.
Treasury Software provides the same commitment to all of our clients as stated below. If your company is looking for a Support Agreement/Contract - please print this page.
How to get support
--Phone
Call our US-based support team at 866 226-5732, option #2.
Calling internationally? Call (804) 364-4725.
--Electronic submission
Submit a request for support at http://www.treasurysoftware.com/contact.aspx
--Hours
Base support hours are daily 9:00 am through 5:00 pm US Central Standard Time zone. Days of operation: Monday - Friday, excluding
US Federal and Bank Holidays.
Evening and Weekend hours are available via online support form with callback service.
Analysts are available 24x7 for Severity 1 situations (see below).
--Online Self-Help
Our extensive online resources includes a knowledge base, white
papers, FAQ's and full product documentation.
In addition, maintenance releases and service packs are also available
via download.
Before contacting Treasury Software for support:
1. Please locate your license ID and version number. Both can be
obtained from the 'About' screen. From the main menu select 'Help',
then 'About'.
2. The version of Windows you are running
3. Any information provided to you by the Treasury Software's built-in
exception handling system ('Please re-perform your last command').
Please note the exact text of the message. If you receive a 'Please
re-perform...', click 'cancel' and then take a screen shot of the
documentation - or write it down. Also include all activity that
you were performing at the time.
4. If the issue is new and that particular function has previously
worked, please let us know what has changed on on your computer
since then (examples: computer name, domain name, import format).
Problem Response Time
All issues are handled by an analyst who will work with you to identify
- and in many cases - solve your reported issue at the initial time
of the call (or electronic submission). If the problem is not resolved
during the primary contact, the analyst will perform additional
research or may escalate it to a specialist.
The following table displays the targets for initial follow-ups
for issues with different severities.
| Severity Level |
Condition |
Initial Follow-up* |
Target Resolution** |
| 1 |
Severe
Your production use of the supported programs is stopped or
so severely impacted that you cannot reasonably continue work. |
2 business hours |
same day |
| 2 |
High
You experience a severe loss of service. Important features
are unavailable, however, operations can continue in a restricted
fashion.
|
4 business hours |
1 business day |
| 3 |
Medium
A system function may have failed, but there is moderate or
less impact on operations. |
1 business day |
2 business days |
| 4 |
Low
A non-critical question, clarification, suggestion or request
for new product enhancement. No impact on operations. |
2 business days |
5 business days |
Notes:
--Initial Follow-up * - The target time between the problem initially
reported and contact by a specialist. This may include a resolution
from the original analyst.
--Target Resolution ** - The target time for resolving an issue.
Similar to the initial response time, this is a target, not a guarantee.
--Severe and High - For issues occurring nights and weekends, an
electronic ticket will generate the fastest response.
Scope
Treasury Software will use commercially reasonable efforts to assist
you to resolve problems in the use of our products. Treasury Software
makes no guarantee that it can, or will, solve any problems with
respect to the products, and further disclaims any warranties above
and beyond any limited warranties expressly made by Treasury Software
in the End User License Agreement (EULA).
The EULA can be found at http://www.treasurysoftware.com/corporate/eula.aspx
Error Correction
Treasury Software shall be responsible for using all reasonable
diligence to correct verifiable and reproducible errors. The Error
Correction, when completed, may be provided in the form of Service
Pack(s).
Answers to Questions
Treasury Software shall provide answers to reasonable and specific
questions about the installation, setup, configuration, and use
of Treasury Software products. The answer, when provided, may be
provided in the form of a reference to sources of information where
the answer can be found.
Telephone Hot-Line and Electronic Mail Messages
Treasury Software personnel will be available to you to report problems
and seek assistance in use of the Software(s) during the hours noted
above.
Updates or Service Pack(s)
Treasury Software from time to time, will issue updates of the Software,
for Error Corrections, to their customers. Treasury Software shall
provide you with an electronic copy of the update without additional
charge. Treasury Software will provide reasonable assistance to
help you install and operate each updated version.
Upgrades
Upgrades are considered software releases with additional features
and functionality. Upgrades will be available for you to license
separately from this agreement.
Staff
Treasury Software shall maintain a trained staff capable of rendering
the services set forth in this Agreement.
Training On Demand
Treasury Software does not provide training through this Support
Agreement, including the telephone hot-lines, email, fax, or postal
mail. However, if you need remote training, it can be provided at
an additional cost. The terms of training are covered under a separate
agreement. Contact Treasury Software for information concerning
these terms.
Prior versions of software
We do not post prior versions of software for download.
This is a corporate philosophy, in that we are constantly updating our software, and it doesn't provide anyone any benefit in distributing less than current software.
Free upgrade -
If you are on a support agreement which contains free upgrades, we recommend performing a seamless upgrade to our current version.
If you are not on a support agreement which contains a free upgrade, please contact our sales department for a current client discount code.
Accounting and other support
Accounting support and other professional non-software related support
are not covered.
On-site visits, consultation, or custom programming
On-site visits, consultation, or custom programming are not covered.
Pricing
information for maintenance contracts.
| 
