Support and maintenance agreement

1.1 General terms for Support and Maintenance

1.1.1 This agreement includes:

Access to new software versions.

Fix possible quality issues (”bugs”) in Good Solutions SaaS functionality.

Management and maintenance of the cloud-based Good Solutions Software-as-a-Service (SaaS).

Troubleshooting situations where the customer experiences issues with Good Solutions SaaS software functionality.

Action in cases where the root cause can be derived from Good Solutions Saas functionality.

General questions related to Good Solutions SaaS functionality.

Possibility to submit improvement suggestions regarding Good Solutions software and services.

1.1.2 This agreement does not include:

Issues not covered by the Support and Maintenance Agreement but still handled by the Good Solutions Service Team are charged at the rates listed in the price list.

The Support and Maintenance Agreement does not cover technical delivery, workshops, training, and similar services. These can be ordered separately.

Anything not explicitly mentioned in section ”1.1.1 This agreement includes”.

Please note that section 1 of this agreement covers Good Solutions SaaS functionality. Section 2 covers customisations and integrations.

1.2 Availability and issue reporting

The Good Solution Service Team is available between 08:00 and 17:00 (CET) on weekdays.

Issues should be reported using this form: https://goodsolutions.se/support-contact/

Only trained system Superusers may report issues to ensure quick and efficient support. Please note that it is the customer’s responsibility to ensure that the Good Solutions Service team has installation access.

1.3 Response times

It is essential for us that our customers get help as quickly and efficiently as possible. We classify all cases according to the definitions below and prioritise based on severity.    

High

Definition: Eliminates or impairs the customer’s ability to lead and/or control with Good Solutions SaaS intended use. Example: If Good Solutions SaaS causes a production stop or the input data has become incorrect and cannot be recreated, resulting in an irreversible error.

Time to start troubleshooting: Within 2 h.

Medium 

Definition: Does not work as promised/expected, but only has a minor impact on the customer’s ability to lead and/or control with Good Solutions SaaS intended use. For example: Output data is not correct right now in a report or visualisation that will, after corrective action, show correct data. 

Time to start troubleshooting: Within 8 h.

Low

Definition: Does not work as promised/expected but does not affect the customer’s ability to lead and/or control using  Good Solutions SaaS intended use.

For example: Issues at this level are typically suggestions for product improvements.

Time to start troubleshooting: Within 8 h.

Time to start troubleshooting

 “Time to start troubleshooting” is based on office hours specified in 1.2 Availability and issue reporting. Should a response fail after several reminders, the case may be closed. 

2 Support and Maintenance of customised addons for Good Solutions SaaS

 This section describes the conditions for the cooperation between Good Solutions and the customer regarding customised add-ons. Customised addons are stated in the order agreement/running contract or are marked on your  installation card with” Maintenance and support agreement customised addon.”

 2.1 Cases covered by the Support and Maintenance Agreement, customised addons for Good Solutions SaaS

 The following is included in the maintenance agreement:

 Ensure that the specified functionality is kept up to date with new software versions.

Troubleshooting situations where the customer experiences problems with the customised addon for Good Solutions SaaS.

Handling possible quality issues (”bugs”) in the customised addon even after the warranty period.

End-user questions.

Changes in function specifications or requirements are not included in this agreement. Requirements mean both function/capability requirements and other properties. 

 The agreement does not include changed integration conditions, such as changes to interfaces.

 Changes in work processes resulting in configuration changes in Good Solutions SaaS standard functionality that set the customised addon out of play are not included in the agreement. 

 2.2 Availability and issue reporting

 The Good Solution Service Team is available between 08:00 and 17:00 (CET) on weekdays.

Issues should be reported using this form: https://goodsolutions.se/support-contact/

Only trained system Superusers may report issues to ensure quick and efficient support. Please note that it is the customer’s responsibility to ensure that the Good Solutions Service team has installation access.

2.3 Response times

It is essential for us that our customers get help as quickly and efficiently as possible. We classify all cases and prioritise them according to the definition table below.

 High

 Definition: Eliminates or impairs the customer’s ability to lead and/or control with  Good Solutions SaaS intended use. For example: If Good Solutions SaaS causes a production stop or input data has become incorrect and cannot be recreated, resulting in an irreversible error.

Time to start troubleshooting: Within 2 h.

Medium

 Definition: Does not work as promised/expected, but only has a minor impact on the customer’s ability to lead and/or control with  Good Solutions SaaS intended use. For example: Output data is not correct right now in a report or visualisation that will, after corrective action, show correct data.

Time to start troubleshooting: Within 8 h.

Low

Definition: Does not work as promised/expected, but does not affect the customer’s ability to lead and/or control using  Good Solutions SaaS intended use. For example: Issues at this level are typically suggestions for product improvements.

Time to start troubleshooting: Within 24 h.