CAPIX Software Support Contracts

Support contracts are available for all users of CAPIX software. CAPIX encourages all clients to enter into support contracts.

Support contracts allow CAPIX to dedicate resources for Help Desk support, maintenance and upgrades. Clients can be assured a level of service that is required for operating in a corporate environment.

The software Support Contracts are a fixed price, all in one, agreement that covers all aspects of standard Software Support requirements. Where a client has specific support requirements a custom Support Contract can be negotiated. 

The standard CAPIX Software Support contracts covers:

  • Telephone, Fax and Electronic mail Help Desk support to assist users with any questions and rectify any software faults. 
  • Help Desk hours are 9.00am to 5.00pm business days (after hours support is available by arrangement).
  • Maintenance to rectify software faults. 
  • Software maintenance items raised by clients are guaranteed a response within 24 hours or one business day.
  • Free application upgrades and enhancements, as they become available (for purchased modules only).
  • Escrow rights for source code and passwords.
  • Access to the Practical Treasury Internet WWW site for on-line documentation, software updates and support (www.capix.net).
  • Monthly Support Reports, detailing support items raised and their status.

CAPIX has well-established internal systems and procedures for Software Support, including a support database for tracking issues and comprehensive client reporting capabilities. Each client is assigned to a specific Support Programmer, meaning that there is a single CAPIX point of contact responsible for software support for each client. This, and the fact that CAPIX has an extremely low level of staff turnover, means that it is possible to build a strong relationship and level of understanding between our support staff and clients. 

Support contracts include:

  • Software sold or developed by CAPIX.
  • All additional software development performed by CAPIX.
  • Any script files required using the CAPIX software.
  • Periodic updates and upgrades to the CAPIX software.

Support contracts exclude:

  • Support for computer hardware and networks.
  • Support for software operating systems.
  • Support for third-party software including Microsoft Office.
  • Modifications to the CAPIX software by third parties.

Where the business or systems requirements of a client exceed the scope of the standard Support contract, a customised Support contract can be negotiated. If support is required for items not covered under these conditions, there shall be a charge of one hundred and fifty dollars per hour (our standard programming rate). 

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Source Code Escrow

CAPIX uses a third-party Escrow Agent for Source Code Escrow services. Click on the Escrow Services link for more information about this.

Support Contract Prices

In addition to standard Support Contracts, specific contracts can be negotiated according to Client requirements.

For a schedule of prices for standard CAPIX Support Contracts click on the Service Agreement Pricing Schedule link.

Severity Levels

Each Support Request is assigned a Severity Level so that software issues are addressed according to their importance and impact.

Severity Level 1 - total loss of processing, significant functional loss, significant operational difficulties:
The error will be assigned Supplier's most senior available technical support person who will immediately commence resolution and will continue to work on the error until remedied or a "work around" is devised to reduce the error to a lower severity level. Client will provide all necessary assistance including on-site access as required by CAPIX.

Severity Level 2 - errors not falling within Severity Level 1 or 3 categories:
CAPIX will commence resolution within two (2) business hours of notification and continue working on the defect during Supplier's regular business hours until remedied or a work-around is devised. CAPIX will provide regular progress reports to Client.

Severity Level 3 - minor functional loss or minor operational difficulties:
Supplier will provide a temporary fix or work-around as soon as possible so as to reduces disruption as much as possible. Sufficient resources will be applied to rectify the defect within a reasonable time having regard to the nature of the problem. Supplier will attempt to provide a permanent fix within one month of defect notification.

The classification of an error as Severity Level 1 will rest with the Client.