Product Support & Software Enhancements Policy

  • Rapidly resolve mission critical issues 24 hours a day, every day, regardless of geography.
  • Provide supply chain experts to assist with continual optimization of your Smart Gladiator solutions from planning through execution.
  • Support facility roll-outs, implement upgrades and provide assistance with your strategic transformation initiatives.
  • Provide technical expertise to monitor and administer your Smart Gladiator solutions.
Welcome to SG LoadProof Deployment / Product Support Organization. Staying current on Customer Support & Software Enhancements and on a supported version of the licensed product provides access to a number of benefits and services, including software version updates/enhancements, free 24/7 telephone/email support, enhancement defect resolution, free product documentation, an annual free onsite trip, a support/deployment consultant and much more.
In this document, you’ll find all the information you need to work with SG LoadProof Support Organization, contact information, the case management process, available consulting and technical services, the version support policy, and other important information to help you optimize the performance of your supply chain solutions.
1.0 WORKING WITH PRODUCT SUPPORT
1.1 CONTACT INFORMATION
Smart Gladiator Product Support Consultants are available to assist you 24 hours a day, 7 days a week, 365 days a year. Please report all issues to the appropriate Product Support / Deployment Consultant by following the guidelines below.
E-Mail and Instant Message Support
(System Outage and Work Stoppage issues must be called into the 24/7 Call Center)
North and South America and Asia Australia Europe, Middle East and Africa
Telephone Support
US, Canada, Europe, Middle East & Africa, Australia
+1 678-481-5486
+1 470-991-7034
+1 678-779-3342
1.2 CASE MANAGEMENT PROCESS
The SG LoadProof Product Support / Deployment Organization is committed to providing service in a timely and efficient manner. Your Product Support /Deployment Consultant typically follows the procedures described below:
  • Assign a Case Number. When you initiate a case, the Consultant assigns a case number.
  • Determine the Case Severity Level. The Product Support Consultant works with you to determine the severity of the case primarily based upon the impact to your business. Please see the chart at the end of this document for severity definitions.
  • Assign Resource(s).
  • Escalate Attention to the Case. Please see the chart at the end of this document.
1.3 CUSTOMER RESPONSIBILITIES
There are several steps you can take to help us expedite the problem resolution process. These include:
  • Maintain a Level 1 and 2 Support Structure. To minimize impact to operations and to ensure issues are handled efficiently, you should provide a centralized, internal helpdesk that serves as a first line of support. All support matters will flow through your internal help desk. The helpdesk then engages your level 2 support experts for initial triage and research so they can provide Smart Gladiator’s Product Support Organization with the information required such as business impact, reproducible steps, and relevant data and logs. Services required to aid in the collection of basic information or to assist in level 1 and level 2 support are not covered by this Policy.
  • Establish Ongoing System Access. To resolve difficult-to-diagnose issues, SG LoadProof’ Customer Product Consultants must have access to your software environment. The speed at which we can resolve issues is directly related to the ability to view system behavior and/or actual data; therefore, we highly recommend that you make arrangements to enable connectivity to your test and/or production environments with read-only access. SG LoadProof does not allow client-server VPN technologies to originate from within its corporate environment, such as SSL.
  • Perform System Administration. Issues with the warranted product can result from external factors. For this reason, you should perform the required system administration on a routine basis; including, but not limited to, computer and database backups, updating virus protection, applying operating system patches, and/or purging historic transactional data. Services provided while assisting in the resolution of an issue caused by a lack of system administration are not covered by this Policy.
  • Set Up a Test Environment. Given the mission-critical nature of our software, we ask that you provide a separate environment to test new functionality, program fixes and modifications/extensions. The data in this environment should be kept in synch with production to the extent reasonable to ensure the validity of these tests.
2.0 BENEFITSM
The following benefits and services are available to customers who are current on Product Support & Software Enhancements or other maintenance agreement and on a supported version of the Licensed Product.
2.1 SOFTWARE VERSION UPDATES/ENHANCEMENTS
You are entitled to all updates/enhancements in the latest version or service pack of the software applications licensed in your software license agreement without additional license fees. Any associated implementation consulting/ programming services requested by the customer to install updates are covered under a separate Statement of Work.
2.2 FREE SUPPORT FOR WARRANTED PRODUCTS
Receive free telephone/email support for all issues directly related to the warranted software applications licensed in your software license agreement.
2.3 EXTENSION DEFECT RESOLUTION
This support applies to Modifications, Interfaces or Extensions (“Extensions”), Add-ons designed, programmed, tested and delivered by SG LoadProof in accordance with a corresponding detailed design specification as agreed upon and signed off by Smart Gladiator and the customer. The most recent agreed upon and signed off Design Specification supersedes all previous specifications for the purpose of this support. This Extension support becomes effective after mutual acceptance of Extension and the first commercial use of said Extension. Upgrades of Extensions to new releases are covered under a separate statement of work. The customer’s exclusive remedy and Smart Gladiator’s entire liability for defects in said Extensions shall be the correction of such defects in said Extensions.
2.4 FREE PRODUCT DOCUMENTATION
System documentation (Smart Gladiator’s documents available in the portal) for the customer’s licensed products is provided at no charge.
2.5 FREE ANNUAL ON-SITE VISIT
Customers with 5 sites are more are entitled to a visit from a Product Support Consultant to one of your sites at least once per subscription period. Customers typically use this free consulting time (8 hours) to perform system efficiency audits, conduct training or discuss future business requirements. The consultant’s out-of-pocket expenses are not covered by this Policy.
2.6 FREE ESTIMATES PROVIDED FOR SIMPLE PROJECTS OR MODIFICATIONS
Time spent on high-level estimates is free of charge. Time required for functional specifications, detailed design or technical review is billed at SG LoadProof’ current rates. These are non-binding estimates that are updated, if necessary, once the design is complete.
2.7 ACCOUNT MANAGEMENT
An Account Manager is available to work with you to understand and support your business requirements, objectives and strategic development plans.
2.8 SUPPORT/DEPLOYMENT CONSULTANT
Following implementation of the licensed product and transition to Product Support, a consultant is assigned to your organization. This consultant becomes familiar with your process flow as well as any custom extensions so we can provide the most effective support.
3.0 CONSULTING AND TECHNICAL SERVICES
3.1 CONSULTING AND TECHNICAL SERVICES
In addition to the benefits mentioned above, SG LoadProof is committed to providing our customers with access to additional technical and consulting assistance to address changing business requirements after the initial implementation. Smart Gladiator offers the following services on a billable basis:
  1. Configure additional functionality.
  2. Design, develop, test and deploy extensions/ Add-ons to existing software.
  3. Develop and conduct customer-specific training.
  4. Provide on-site services.
  5. Provide dedicated on-call support during special projects or specific events.
  6. Provide project management services
  7. Implement software upgrades.
  8. Support new facility roll-outs.
  9. Operations Review Engagements .
    1. On-site evaluation of your supply chain operations.
    2. Recommend configuration adjustments to respond to changing operational requirements.
  1. Provide Application Management Services (AMS).
    1. System health monitoring and reporting.
    2. Data purge and archive setup and execution.
    3. Software delivery and installation management.
    4. System optimization Application administration.
3.2 SUPPORT SERVICES
SG LoadProof offers the following support services on a billable basis:
  • Research and address problems (with data or application) not caused by a SG LoadProof employee or the warranted product.
  • Perform system administration tasks to maintain optimal software performance.
  • Support the testing and implementation of a newer operating system, database or third-party software version.
4.0 VERSION SUPPORT POLICY
4.1 SMART GLADIATOR PRODUCT SUPPORT
Staying current on SG LoadProof’ software ensures your organization maximizes its return on investment. All products released by SG LoadProof are fully supported for a period of 60 months after the general release date of that version. Support pertains to reproducible issues related to functionality in production use and updates are provided on the latest Service Pack level. At the end of the support period, SG LoadProof continues to service product versions on a billable basis. SG LoadProof does reserve the right to discontinue service of a product line three years after that product has been officially discontinued.
4.2 THIRD-PARTY SOFTWARE SUPPORT
Smart Gladiator supports products using certified and supported computer operating systems, databases, and third-party software versions as outlined in the system documentation. Any work related to the testing, implementation of, or software development required for newer, or different, operating systems, databases, or third-party software versions is covered under a separate Statement of Work.
4.3 EXTENSION DEFECT RESOLUTION
For mobile device applications, Smart Gladiator supports products using certified and supported mobile operating systems as outlined in the system documentation. For supported versions, Smart Gladiator also provides software updates to the licensed product for issues identified during customer testing of major and minor (dot) mobile device operating system releases. Any work related to the testing and implementation of a newer, or different, mobile operating system version is covered under a separate Statement of Work. Furthermore, a Smart Gladiator testing engagement is required when updating the mobile operating system for installations in which there are Extensions; the scope of which is dependent on both the Extensions and the changes in the major release. Deployment of both minor and major releases to production must be controlled to ensure only thoroughly tested updates are promoted to a production environment.
5.0 TERMS AND CONDITIONS
5.1
The Customer Support & Software Enhancements Policy is to be read in conjunction with the customer’s software license agreement and customer support and software enhancements agreement with Smart Gladiator.
5.2
To receive the benefits of SG LoadProof’ Product Support & Software Enhancement Policy, a customer must sign a customer support and software enhancements agreement or other maintenance agreement and pay the applicable fees before service can begin. Such annual fees are based on the then-current applicable software license fees for the relevant products.
5.3
SG LoadProof reserves the right to change its Product Support & Software Enhancements Policy or other maintenance agreement fees without prior notice.
5.4
The Annual Renewal Invoice is typically sent to the customer 60 days before the annual agreement expires. Prompt payment of this invoice ensures uninterrupted coverage.
5.5
Cancellation, termination, failure to pay the applicable fees or otherwise failure to renew the Product Support & Software Enhancements agreement, or other maintenance agreement, will result in termination of access to all support, services, as well as any past, current, or future software enhancements and version releases. SG LoadProof will also remove any customer-specific information from our code management and internal knowledgebase systems.
5.6
SG LoadProof may, at times, run read-only diagnostic and monitoring tools on the customer’s environment of the licensed software in order to assist with support activities.
5.7
SG LoadProof reserves the right to periodically audit the condition and utilization of the licensed software.
5.8
SG LoadProof commonly assists with problems that affect our customer’s use of the product, including hardware and third-party software. However, the Customer Support & Software Enhancements Policy applies only to the Licensed Product(s) as defined under the customer’s software license agreement. Third-party software embedded in the Licensed Products and therefore sublicensed through SG LoadProof shall be considered a Licensed Product(s), and covered by this Policy, so long as the customer is current with all fees. Hardware and other third-party software products such as operating systems and database software are not covered by this Policy; however Smart Gladiator passes through any manufacturer warranties to any such products to which Smart Gladiator has been granted the right to do so.
5.9
For additional information regarding SG LoadProof’ Product Support & Software Enhancements Policy and the Software License, Services, Support and Enhancements Agreement, please contact Customer Support.
5.10
This Policy covers all products currently subscribed to in the Customer Support & Software Enhancements agreement or other maintenance agreement. Subscriptions are offered for only the customer’s Licensed Product(s) and a customer may not elect to exclude any of the Licensed Product(s), or any of the designated site(s), from subscriptions during the subscription period.
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Customer Support Issue Escalation
Severity Severity Definition Escalation (24 hours / 7 days) (includes weekends and holidays) Time              Escalation Path Customer Update Frequency
System
Outage 		Complete loss of service in a production system with no workaround available. Functional tasks cannot be completed or data integrity at risk. Customer resources should be available to work on a 24x7 basis with Smart Gladiator to remediate the issue. Immediate – Additional Technical Resource
1 hour – Manager Level
2 hours – Director Level
4 hours – VP Level 		Every 4 hours or as needed
Work
Stoppage 		Substantial loss of service in a production system with no workaround available. Functional tasks cannot be completed or data integrity at risk. Customer resources should be available to work on a 24x7 basis with Smart Gladiator to remediate the issue. Immediate – Additional Technical Resource
2 hours – Manager Level
4 hours – Director Level
8 hours – VP Level 		Every 6 hours or as needed
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Critical Production system is adversely affected, however the issue may be temporarily circumvented using an available workaround. For implementations, a major milestone is at risk. Daily Daily or as needed
High Production system is operational but partially degraded. High priority implementation tasks and issues. As needed Weekly
Medium Standard issues and tasks having minimal business impact. Production system is operational. As needed Weekly
Low Non-critical issues, design questions, extension requests, or other general inquiries. As needed Weekly