ESRI (UK) LTD SUPPORT POLICY

Transcription

1 ESRI (UK) Limited ( Esri UK ) Support Policy (Version 10/07/15) Esri UK s Support Policy details (i) the technical support made available for Esri Inc, Esri UK and, where applicable, Schneider Electric Corporation and Safe Software Inc standard commercial off-the-shelf software (provided such products are sold to customers directly by Esri UK) ( Products ) and (ii) the technical support made available as part of Esri UK s online service where the Customer has access to premium data ( Data ). Premium Support is available at a supplemental cost which can be quoted for on a case by case basis. Details of Premium Support are stated in Appendix 4. Unless otherwise agreed in writing by the parties, all support is provided subject to Esri UK s General Terms, available at Who can benefit from the Support Policy? Esri UK s customers in the UK can benefit where they have: Purchased a Product that includes one year s annual maintenance. Renewed annual maintenance for a Product with Esri UK. Received an evaluation copy of a Product from Esri UK that is still within its evaluation period. Obtained a Product from Esri UK through the CHEST agreement for academic sites and institutions. Received Data as part of Esri UK s online service. What maintenance covers? Maintenance entitles customers to: Technical support for unmodified Products purchased from Esri UK. Software upgrades for Products that are currently maintained and that are generally made available by Esri UK. This includes patches, bug fixes, new versions and new releases. Free or reduced rates for attending International User Conferences, specific details are available from What Technical Support covers? Problems that are demonstrable in the currently supported versions of the Products running unaltered on an appropriate hardware and operating system configuration. Bugs which have been reproduced by technical support in the latest version of the Products. Assistance with customisation of Products, which is limited to providing advice for specific problems, workarounds (where available) for known limitations or code samples in Python only. Esri UK s online service where the Customer has subscribed to receive Data. Opening Hours The Technical Support desk will be operational from 9.00 am to 5.30 pm UK time Monday to Friday, excluding English Public Holidays. How to log a call Support Calls can be logged via: Phone: support@esriuk.com For CHEST customers, all support calls must be routed via the local CHEST customer contact in order to be logged. Please see Appendix 1 for details of the information you are required to provide in order to log a call. Page 1 of 8

2 Target Response times by priority type We aim to respond to logged support calls in the response times shown in the table below. Response times are measured during Opening Hours from when the support call is logged to the time the support call is picked up by the Esri UK technical support analyst. Priority Level Target Response Time Symptom P1 2 hours The system is inoperable. No users are able to run the application. P2 2 hours A critical component of the system is inoperable, preventing use of the system for full production. However other areas of the system can be used. P3 4 hours Elements of the system are not providing the functionality as expected, or there are Intermittent failures in system processing. In all cases the system can be used for full production at that point in time. P4 8 hours Problem does not impact upon the use or productivity of the system but is frustrating to use, or there is an error in the documentation. Call Resolution The technical support analysts are experienced users of the Products and the Data and are able to provide advice that will enable the customer to overcome most problems. The technical support analyst will use in-house systems to replicate the problem or, where appropriate, will use Esri Inc s technical resources to identify known problems and recommend workarounds. They will contact the customer by telephone or to offer advice or to request more information from the customer to enable further analysis of the problem. Particular problems may require lengthy investigation either by Esri Inc, Esri UK or a third party supplier and this may therefore take a period of time. Esri UK will provide the Customer with regular updates on progress throughout this period. For additional information on call resolution and escalation of calls, please see Appendix 2. Other parties which help to resolve the call The Technical Support team s extensive knowledge and experience is supplemented by Esri UK s professional services team. The technical support analysts may also liaise with Esri Inc s International Support Team for additional assistance and to report defects or enhancement requests. How to obtain additional services? Professional Services e.g. Floor walking, pre/post-upgrade Professional Services can provide a range of services to assist customers in investigating issues in their own code, application, design, development, customisation or implementation. If required, these and other professional Services can be purchased via the customer s account manager. Training Information on training courses (including course outlines, schedules and prices) can be found at Courses can also be booked online. Reports Monthly reports regarding logged support calls can be sent out and requests for this service need to be prearranged with the technical support manager. What standards do we operate to? Esri UK operates an ISO 9001:2000 accredited quality management system and ITIL standards are used as a basis for our procedures. See Appendix 3 for What is not included in Technical Support? Page 2 of 8

3 Appendix 1: Information for logging a support call Logging a Support Call Customer Actions The customer will nominate specific personnel who will be a point of contact with Esri UK Technical Support. The following information should be provided when logging a support call: Company Name. Contact Name. Phone Number. address (where applicable). The customer s own internal reference number, (where applicable). Hardware platform. Operating system and version (including patches). Product name and version (including patches). A short description of the problem including steps to reproduce the issue (where applicable) and code samples for Python scripting that replicates the problem. Also error messages, data types (SDE, shape file etc) and any associated questions. The customer will be issued a unique support call reference number by the Esri UK Technical Support team for each call. This number should be noted and must be used when subsequently contacting Technical Support. The customer s nominated individuals should be familiar with the Products and/or the Data in use on their site and be able to relate questions or describe problems to the Esri UK Technical Support. In addition they should be able to assess and implement any advice provided. Such individuals should also have an appropriate level of knowledge of GIS and the Products, equivalent to the knowledge that would be acquired by attending an introductory training course. Such training courses are recommended as they will enable the customer to gain the full benefits of the Products. Logging a Support Call Esri UK Actions Upon receipt of a support call raised by a customer the Technical Support Team will: Check the details submitted; Verify the customer has a current maintenance contract; Log a new support call; Assign a unique Esri UK support reference number and communicate the reference number to the nominated individual in the customer s organisation. The Technical Support team operates a computerised database to log and monitor the status of all support calls referred to Esri UK. This enables progress on all outstanding problems to be monitored. The support call record will contain details as listed previously together with any supporting or descriptive information that will enable the Technical Support team to assess the problem. A member of the Technical Support team will review each new support call that is logged to assess its relative priority (please see the section headed Target Response times by priority type ). All support calls are placed in a queue in chronological order and each will be assigned to the next available technical support analyst with that area of expertise. Page 3 of 8

4 Appendix 2: Support Call resolution and escalation Esri UK will aim to resolve the problem by: Providing assistance with the operation of the Product or the Esri UK Online Services where the Customer has subscribed to Data, by telephone, or over the web; Developing a workaround or working practices in order to avoid a particular problem; Enabling customers to develop their own workaround based upon the advice provided; or Logging of enhancement requests for Products or the Esri UK Online Services where the Customer has subscribed to Data. Please also note that: Customers may consider ordering a bespoke solution, on-site consultancy or attendance on a training course where the assistance needed is outside the scope of the Technical Support offered. Customers may be asked to monitor the circumstances which caused the problem if it cannot be reproduced. Any bugs, which have been reproduced by our Technical Support team in the most current version of the Product, may be notified to the appropriate software development team for resolution at future releases. Whilst Esri UK will use reasonable efforts to provide a work around to problems reported a resolution is not guaranteed. The Esri UK technical support analyst will continue to assist with a customer s reported problem until it is resolved or it is agreed that there is no further action that Esri UK s Technical Support team can perform. The call will be closed when: Assistance, advice or a workaround has been provided that should enable the user to the complete their work using the facilities of the Product and/or Data. The problem has been referred to the Esri Inc International Support Team who have raised a defect report or enhancement request or the relevant third party licensor. If it is determined that a solution can only be or is provided in a future release of a Product or Data. When a support call has been left open pending a response from the customer and 3 subsequent requests for information are not answered, [then the call will be closed ten working days after the third request for information (Please inform us if there will be delay in testing a solution e.g. holidays or internal customer IT requests). If it is determined that the problem, Product or Data, is not covered by the Technical Support in this policy. If an error recurs a new support call can be raised and referenced back to the previous call. Call Escalation If it is not possible for the Esri UK Technical Support team to resolve the issue, as above, Esri UK will escalate the call to the parties, and in the timeframes, shown in the table below. Escalation times are measured during Opening Hours from when the support call is logged. Priority Level (as defined above) Technical Support Manager P1 4 hours 8 hours P2 8 hours 16 hours Customer Feedback Esri Inc or appropriate 3 rd party Customer feedback is positively encouraged and comments on the service provided are welcomed. It is recognised that such information is vital to ensuring that customers grievances are investigated and where possible, the situation swiftly rectified. Page 4 of 8

5 Feedback will enable Esri UK to refine and improve the support service which will benefit customers. The customer should refer all feedback to Page 5 of 8

6 Appendix 3: What is not included in Technical Support? Technical Support is not provided for support calls relating to: Products not sold by Esri UK to the customer. Esri UK Online Services, where the customer has not subscribed to premium data. Any products other than the commercial off the shelf software of Esri Inc, Esri UK, Telvent USA Corporation and Safe Software Inc or data not provided as part of Esri UK s online service. Bespoke software developed by Esri UK. Software developed by or on behalf of the Customer. Support for.net and other languages is provided via the EDN Programme or consultancy services. Hardware, graphics cards, monitors, plotters, graphics printers, digitisers, modems, and other peripheral devices, except to answer questions of how standard, supported devices interface to the Products. Problems not demonstrable in the currently supported versions of the Product (see support.esri.com) or Products that are not running on an appropriate hardware and operating system configuration. Fixing corrupt data, data manipulation, and non-supported data formats Any problems resulting from the customer s misuse, improper use, modification, or damage of the Products or the customer combining or merging the Products with any hardware or software not supplied or identified as compatible by Esri UK Errors in any version of the Products other than the officially supported version of the Products Any Esri UK or third party on-site support or implementation services on-site or otherwise. Please also note that: Support for Esri Inc Products are subject to the Esri Inc Product Lifecycle Policy available at: Support for Esri UK products are subject to the Esri UK Product Lifecycle Policy available at Assistance with customisation of Products will be limited to providing advice for specific problems, workarounds for known limitations (where available) or code samples in Python only. Technical Support may offer general advice, but cannot make recommendations about a company s GIS strategy, recommend hardware, quote prices for Products, provide product training, consultancy or develop scripts or applications. Technical Support will assist with problems associated with installation of the software, however the customer is responsible for management of the hardware platform, operating system, systems administration, network performance, printers, including system and data backups, and other third party software used in conjunction with the Products. Support for free products such as ArcHydro, ArcGIS for AutoCad (if you do not have an ArcGIS for Server production licence under current maintenance), ArcReader (if you do not have an ArcPublisher licence) or ArcGIS Explorer, (if you do not have a production licence of any Esri Inc software), is provided via Esri Inc web sites only. If an incident is found to be outside the scope of the policy, Esri UK reserves the right to charge the customer for the time taken to investigate the incident, at the then current standard consultancy rate. The customer will inform Esri UK if any information they provide for a support call is confidential or contains any personal or sensitive data. The customer acknowledges and agrees that Esri UK may be required to pass the customer s data (including personal or sensitive data) to Esri Inc or Schneider Electric when engaging its assistance with any support calls Products, or any updates, patches, or hot fixes to the Products, will be provided subject solely to and be governed exclusively by the terms of the applicable Esri Inc, Esri UK or Schneider Electric licence agreements in place with the customer. The customer acknowledges and agrees that the report of an error or defect in any Products is not a guarantee that it can or will be corrected. For example, the Products will be corrected on a priority basis and are subject to release schedules determined by Esri Inc, Schneider and Esri UK (where applicable). Page 6 of 8

7 Appendix 4: Premium Support What is Premium Support? Premium Support Services (PSS) complements and extends the existing Support Policy (and its other Appendices) by offering a range of additional, personalised components detailed below for a defined list and number of Esri Inc software. Unless otherwise stated, PSS does not cover any items listed in Appendices 2 and 3 of this policy. If the customer wishes to include additional Products under Premium Support, it must notify Esri UK for a quotation. Technical Account Manager Each PSS customer will have an assigned Technical Account Manager within both Esri UK and Esri Inc. These are experienced GIS professionals who focus on understanding your workflows, specific business needs and goals. Your assigned Technical Account Manager will be responsible for ensuring your organisations support needs are met by: Working directly with your authorised callers to manage your support needs. Up to two Premium Support Authorised Callers can be designated per customer. Additional authorised callers can be purchased if required. Proactively inform authorised callers of upcoming software news and updates Acting as a liaison point across internal departments within Esri and appropriate partner organisations Providing regular progress reports on support incidents. 24/7/365 incident logging PSS enables customers to log incidents 24 hours a day, 7 days a week and 365 days a year. Incidents logged outside of core hours (9am 5.30pm, Monday to Friday) will be handled by our remote call centre. Your assigned Technical Account Manager will support the management of such calls and take ownership when appropriate. Prioritised Incident Management When a PSS Incident is logged for your organisation you can expect: A Notification acknowledging that your incident is in the initial stage of review within one hour. Elevated incident priority Access to the most experienced Support Analysts Regular updates on progress If a software defect is identified; prioritisation of a valid workaround or resolution The customer acknowledges and agrees that, subject to the customer s prior consent, it may be appropriate at times to allow Esri UK and/or Esri Inc remote access to the customer s systems in order to assist with a PSS call. Proactive Premium Support Review and Floor-walking A quarterly service review with your Customer Success Manager, Technical Account Manager and other Esri UK or (remotely) Esri Inc staff as required. The objective of this meeting is to review your PSS incidents as well as proactively communicate software news and updates. Retired Software Support (Optional and subject to additional fees) Retired Software Support (RSS) may be included as part of their Premium Support Service. RSS is available where: A business and technical review of the customer s environment and Products is undertaken The customer commits with Esri UK to define an upgrade strategy for the relevant Products. RSS provides an additional 12 months support for the most recently retired version of ArcGIS. Under normal circumstances retired software is not supported. RSS is designed to give the customer some leeway to plan and implement an upgrade to a supported version whilst maintaining the reassurance of supported software. RSS also includes a package of Professional Services time to support the development of an upgrade strategy. The output from this package will be a report outlining our suggested upgrade plan, and must be used within the period of PSS, otherwise is lost. Additional packages can be purchased if required. Page 7 of 8

8 Please note RSS is only available for the most recently retired product; older versions of ArcGIS are not covered. Bug fixes will be considered but will be entirely at Esri UK s discretion. The customer is not permitted to upgrade the underlying operating system or databases to ones that are not supported by a version of the Product covered by RSS. Response Times All other provisions in the Support Policy relating to target Call Response times shall apply, save that the Response Times table shall be that provided below. Priority Level Symptom P1 The system is inoperable. No users are able to run the application. 1 hours P2 P3 P4 A critical component of the system is inoperable, preventing use of the system for full production. However other areas of the system can be used. Elements of the system are not providing the functionality as expected, or there are intermittent failures in system processing. In all cases the system can be used for full production at that point in time. Problem does not impact upon the use or productivity of the system but is frustrating to use, or there is an error in the documentation. Target Response Time 2 hours 3 hours 4 hours Logging a call PSS Calls should be logged through the usual Support channels. Phone: support@esriuk.com When logging a call, customers should indicate that they are covered by Premium Support. Once the call has been logged it will be flagged as a PSS call and prioritised as per the terms above. Customers wishing to log out-of-hours calls should contact ESRI UK for details of how to do so. Call Escalation All other provisions in the Support Policy relating to Call Escalation times shall apply, save that the Call Escalation Times table shall be that provided below. Priority Level Escalate to Technical Support Manager / Head of Customer Success P1 2 hours 8 hours P2 4 hours 16 hours Escalate to Esri Inc or appropriate 3rd party Page 8 of 8