Maintenance Plan

Terms and conditions

What is covered in the Maintenance Plan
The plan entitles the software holder to software updates, technical support assistance for hardware and software issues including answers to precise questions about Windward software core functionality not covered by the self-help, and access to our self-help search engine (the customer will be directed to self-help as the first line of support). The following list describes what is included in more detail.

1. Access to a self-help search engine which includes: premium content portions of a video library (being updated with up to 100 new videos per month), over 2,000 topics of the most up-to-date on-line help and knowledge base articles (being updated regularly to address changes in the software).
2. Question and Answer sessions – demonstrations, guidance and answers to precise questions (single transaction vs. general business process) on how to use the software for information on core functionality not covered by the self-help. Please note that more lengthy training sessions will need to be scheduled with a trainer (see “What is not covered in the maintenance plan” below).
3. Software issues - advice and assistance will be given on how to troubleshoot and correct issues.  The customer may be directed to troubleshooting checklists first.
4. Software updates – precise questions on how to update the software and troubleshooting data issues even if the update spans a number of versions.
5. Hardware issues of existing or additional devices – a) troubleshooting: assist you with basic tests and help when the device is working with Windows but not our software; the customer may be directed to troubleshooting checklists first, b) setup and configuration: advice and assistance will be given on specific settings needed to work with System Five software.
6. E-commerce issues - demonstrations and answers to precise questions on how to use the System Five e-commerce solution on core functionality for a template design (single transaction vs. general business process).
7. Integrity errors – answers to precise questions on how to use software to identify and correct issues.
8. Integration with third party programs – provide basic troubleshooting advice (such as correct date format) and information on specific settings required by our software for imports and what information our software exports.  For third-party applications we sell such as NetePay or Mercury Pay advice and assistance will be given on how to troubleshoot and correct issues.
9. Issues with enhancements that are incorporated into core functionality – we support the functionality with future versions of software. If you purchased a solution based enhancement (created via the requirements process) – we assist you with any ensuing issues BUT if you purchased developer time directly – we don’t.

What is not covered in the Maintenance Plan
The following services can be performed using time-based support or training plans. We require prepayment for these services according to the estimate a technician provides (based on the scope of the customer requirements). These services are not part of Windward Software Inc.’s primary functions and therefore we charge for all time spent performing these services (including research). The work is scheduled at a mutually convenient time giving consideration to technician, developer, or trainer availability. Windward Software Inc.’s ability to perform these services is dependent on primary workloads which fluctuate through the year.

1. Data upgrade from DOS to windows or data loads – actually performing the data load or upgrade from DOS.
2. Integrity errors – fixing errors.
3. E-commerce – custom design (we prefer that you hire a professional web designer or developer).
4. Form design – design services.
5. Touch Screen – design services.
6. Data load – performing the data load.
7. Additional training/consultation – questions about business processes requiring software solutions or ideas for more efficient use of software; training to use features that were not part of initial training that might be due to changing business needs.
8. Enhancements that affect custom or external functionality or were completed with purchased developer time – ensuring the enhancement functionality continues to work with software update versions.
9. Integration – changing/setting anything in the third party software.
10. Changes to original setup – custom configuration.

Services we do not perform
The following services we do not perform:

1. Installation and configuration of intranet (including wireless) – fixing, connecting and configuring of; network permissions or server setup other that what System Five requires.
2. Installation and configuration of hardware – fixing, connecting or configuring of computers or peripheral devices.
3. Third Party software issues – any support.

 

Examples to Clarify What is Covered Under the Maintenance Plan