1. General information
This document (hereinafter for brevity "Specific Conditions") is an integral part of the Contract finalized between Openwork and the Customer in accordance with the procedures set out in Article 4 of the General Conditions for the provision of Jamio openwork services (hereinafter for brevity Conditions" , published at http://www.jamio.com/condizioni-generali-fornitura-servizi ). The Specific Conditions apply separately to each Contract .
2. Definitions
List of Definitions
Help Desk Credit: Credit that allows you to benefit from a support intervention lasting one hour or part of an hour.
Product: Application software developed by Openwork, licensed to the Customer and installed on the Customer's infrastructure.
Ticket: Request submitted to the Help Desk Service.
System: IT infrastructure.
Requester: End user who opens the ticket.
User assistance: Support for using the Services or Products (e.g., "how to use a service task," "how to open a document," etc.)
IT assistance: Support for installing the Services or Products , configuring the IT infrastructure hosting the Services or Products, and resolving any related issues.
Anomaly: suspected malfunction of a Service or Product (a process crashes, a process was performed in an unexpected way, an error occurs in the interface, etc.)
Enhancement: improvement of a Service or Product (modification of a process, modification of a form, etc.)
Handling time : time, expressed in hours, between the submission of the Ticket and the moment in which the help desk operator begins processing the ticket.
Handling SLA Handling Time value , expressed in working hours.
Resolution time : time, expressed in hours, between the handling of the ticket and its resolution.
Resolution SLA : maximum permitted Resolution Time , expressed in working hours.
SLA compliance KPI : percentage of Tickets for which the Handling SLA and the Resolution SLA ; the percentage is calculated on the number of Tickets opened in one year from the activation of the Openwork Help Desk Service or from its renewal.
3. Object and purpose of the document
The purpose of the Specific Conditions is to define the conditions, additional or in derogation from the Conditions , for the provision of the Openwork Help Desk Service provided by Openwork via the Jamio Openwork Platform as a Service (hereinafter for brevity referred to as the “Help Desk Service”). The Help Desk Service allows, in accordance with the methods and conditions set out in the Specific Conditions and in the Activation Request , to request User Assistance , IT Assistance , resolution of Anomalies or Enhancements by opening a Ticket ; it allows you to track the life cycle of the Tickets .
4. Effective date and term
The Specific Conditions come into effect upon activation of the Openwork Help Desk Service and end upon the expiration or termination of the Contract to which they refer. Openwork reserves the right to modify or replace them as often as necessary during the term of the Contract, in accordance with the procedures described in Article 27.4 of the Conditions.
5. Features of the service
This document (hereinafter, for brevity, the "Specific Conditions") is an integral part of the Contract entered into between Openwork and the Customer in accordance with the terms set forth in Article 4 of the General Conditions for the Supply of Jamio Openwork Services (hereinafter, for brevity, the "Conditions"). The Specific Conditions apply separately to each Contract.
5.1. SLA
Without prejudice to the provisions of art. 6 of the Conditions , the Help Desk Service guarantees a minimum value of the SLA compliance KPI equal to that indicated in the Activation Request . working hours (i.e. hours not included in the 9:00-13:30/14:30-18:00 intervals), Saturdays, holidays, any Openwork which will be communicated with 48 (forty-eight) hours' notice and any suspensions of the Help Desk as provided for in art. 7 of the Conditions the Handling Time .
5.2. Ticket acceptance
Each Ticket will be promptly accepted by Openwork, strictly adhering to the chronological order of receipt and, if specified in the Activation Request , the acceptance SLA . a) In the case of requests for User Assistance , IT Assistance or reporting Anomalies , by simply opening the Ticket , the Customer authorizes Openwork to charge the Help Desk Credits required to process the request. If an Anomaly is attributable to defects in the Services or Products , no Help Desk Credit ; b) in the case of Enhancements , Openwork will communicate to the Requester any Help Desk Credits necessary for its processing. The Requester may accept or refuse; in the case of refusal, the ticket will be closed; in the case of acceptance, the Help Desk Credits will be immediately charged; c) in all other cases, the request cannot be processed if Help Desk Credits .
5.3. Resolution and closing of tickets
a) The Ticket is considered resolved when Openwork: has provided User Assistance , IT Assistance or resolved the Anomaly or introduced the Enhancements or has communicated the methods and times in which User Assistance can be provided or the Anomaly resolved or the Enhancements introduced. In order to allow the request to be processed correctly and promptly, the Requester undertakes to provide all necessary information. If the information provided by the Requester is not complete enough to allow for a correct identification of the problem, Openwork may request clarifications or additional information. In this case, the time elapsing from the request for clarifications or additional information by Openwork to the availability of such information does not count towards determining the ticket resolution time. Each Ticket will be resolved by Openwork strictly adhering to the chronological order of acceptance and, if specified in the Activation Request , the resolution SLA . b) Except as provided in art. 5.2 The ticket will be closed by the Requester . If the Requester , after a possible request for clarification or after notification of the resolution of the Ticket itself, does not proceed with providing clarification or with closing the Ticket , the Ticket will be closed within 30 days.
5.4. Assistance Interventions
To process requests that require the communication of access credentials to Customer 's systems Openwork , by simply opening a Ticket , the Customer a) authorizes Openwork and/or any companies it may appoint to carry out the requested intervention; and b) acknowledges and accepts that said intervention will take place within variable timeframes based on the following criteria: i) type of intervention requested; ii) order of arrival of the intervention request; iii) priority nature of the request; iv) resolution SLA . The time from the communication of the need to access the system to the completion of said intervention does not count towards determining the resolution time.
5.5. Liability
For the cases provided for in the previous art. 5.4, the Customer : a) declares to be aware that such intervention may impact the functioning of the Services or Products or the integrity of the data managed by them ; b) undertakes, now and then, to obtain, before carrying out the intervention, a complete backup copy of the data and/or information and/or content entered and/or processed by the Services or Products ; c) acknowledges and accepts that, in relation to said intervention, Openwork assumes an obligation of means and not of result, also releasing the same and/or the companies it has appointed for the intervention and their personnel from any liability for any damages, direct or indirect, of any nature and kind suffered or to be suffered as a result of or as a result of the intervention.
5.6. Upgrading to a higher service level
The purchase of a Help Desk Service SLA times lower than a previously purchased Help Desk Service Conditions , any fees invoiced relating to the previously purchased service and to full monthly payments following the activation date of the new service will be credited to the invoice. The payment method remains the one defined in the Activation Request .
5.7. Purchase of Help Desk Credit
The Customer , during the validity period of the Contract , may purchase additional Help Desk Credit by issuing one or more Additional Activation Requests . In the event that Help Desk Credit in excess of those available, the provisions of Article 17.3 of the Conditions .
5.8. Limitations
You may not open Tickets for versions of a Product that are older than one year from the date the Ticket was opened.
6. Disruptions
Without prejudice to the provisions of Article 7 of the Conditions, failure to comply with the Service Acceptance SLA and the Resolution SLA constitutes a service disruption for which Openwork will compensate the Customer with a credit equal to 10% of the monthly fee for the Help Desk Service active on the date the disruption is reported, for each full hour of disruption beyond the limits set by the service SLA parameter, up to a maximum of 6 (six) hours.
7. Miscellaneous
For anything not provided for in the Specific Conditions, the provisions of the Conditions apply.
Rev 1.5 dated 06.21.2021
jamio.com
