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Service Level Agreement: Off-site or On-site

1. Overview

Product: Gleematic A.I. Automation software

Language: English

 

2. Definitions

The Capitalized words in this Service Level Agreement (the “Agreement”) have the following meaning:

2.1. “Company” means Glee Trees Pte. Ltd., a company registered in Singapore with company registration No:  201617907E, and correspondence address 21 Bukit Batok Crescent #09-79 Wcega Tower Singapore 658065;

2.2. “Customer” means the customer of Company who has entered into a Purchase Agreement with Company directly or through Company’s distributor/ reseller/ partner.

2.3. “Failure” means an issue, fault or malfunction of the product licensed to the Customer by Company;

2.4. “Severity level 1 Support” is as detailed at section 3.5.;

2.5. “Severity level 2 Support” is as detailed at section 3.5;

2.6. “Severity level 3 Support ” is as detailed at section 3.5;

2.7. “Severity level 4 Support ” is as detailed at section 3.5;

2.8. “Office Hours” means the operating hours of Company, Monday to Friday, 9am to 5pm, Singapore time (Excluding Singapore’s public holidays);

2.9. “Script” means the instructions / steps set up using Company’s product, for various use-cases;

2.10. “Active subscription” refers to the period for which the Customer is paying/ has paid a subscription fee to use Company’s product.

2.11. “Purchase Agreement” refers to the agreement that Customer has entered into with Company directly or through Company’s distributor/ reseller/ partner, whereby Customer promises to pay for use of Company’s products and/or services. This Purchase Agreement can be in the form of a Purchase Order issued by Customer to Company, or Company’s Quotation signed by Customer, or a detailed contract signed by both parties.

 

3. Software support descriptions

3.1. Introduction

Company will provide the necessary support on as-required basis, subject to the terms of the End User Software License Agreement, as follows:

–           Providing bug-fixes on active subscription;

–           Recording, troubleshooting and resolving of product failure; and

–           Support as described in section 3.3 below.

 

3.2. Period of Agreement

This agreement will commence on the date of first instance of license-activation and will continue until end of support period as defined in Purchase Agreement.

 

3.3. Terms of the support

3.3.1. Phone and email support (during Office Hours)

  • Total cumulative number of support-hours for phone and email support will be the quantity purchased by Customer in the Purchase Agreement.
  • If the call/ email is received outside Office Hours, it will be attended to on the next business day.

3.3.2. Access to standard training materials

  • Provided free-of-charge (within 2 business days)

3.3.3. Software upgrade

  • Free for licenses under Active Subscription, subject to technical limitations

3.3.4. On-site support

  • Total cumulative number of support-hours for on-site support will be the quantity purchased by Customer in the Purchase Agreement
  • To be provided on mutually-agreed date(s).

 

3.4. Categories of support requests

3.4.1. Product not functioning due to bug/ inherent problem in product

  • Supported at no additional cost (if via email or phone)

3.4.2. Product not functioning due to change in hardware         

  • Advice on how to select hardware will be provided at no cost (if via email or phone). However, changing of script to cater to new hardware will be billable. Provision of new hardware is not included in the scope of this support agreement.

3.4.3. Review of Script/ Script not functioning due to change in software interfaces

  • Supported within the hours purchased for off-site or on-site “support service”
  • Total amount of work to be done is limited by number of support-hours purchased by Customer
  • Each step will utilize the support-hours as follows:
    • Simple step: 5 mins each step
    • Loop: 15 mins each time a “Loop” is involved
    • If/ Else: 15 mins each time “If/ Else” is involved
    • Variable: 15 mins for each setting up of “Variable” (5mins, for use of Variable in other steps)
  • Additional support-hours required will be billed separately.

3.4.4. Writing of Script

  • Supported within the hours purchased for off-site or on-site “support service”
  • Total amount of work to be done is limited by number of support-hours purchased by Customer
  • Each step will utilize the support-hours as follows:
    • Simple step: 5 mins each step
    • Loop: 15 mins each time a “Loop” is involved
    • If/ Else: 15 mins each time “If/ Else” is involved
    • Variable: 15 mins for each setting up of “Variable” (5mins, for use of Variable in other steps)
  • Additional support-hours required are billable.

3.4.5. General enquiries about individual functions of product

  • Supported within the hours purchased for off-site “support service”

 

3.5. Severity level and response time

Level 1: Product not functioning

  • Response time: 24 hrs from time of call for email and telephone support.
  • Next working day for on-site support.

Level 2: Product affecting the productivity of user (e.g. frequent stoppage or features failure)

  • Response time: 24 hrs from time of call for email and telephone support.
  • Next working day for on-site support.

Level 3: Product affecting the productivity of user but user can work around the problem.

  • Response time: 24 hrs from time of call for email and telephone support.
  • Next working day for on-site support.

Level 4: Request for changes or additional functions in the product

  • Response time and costs shall be negotiated.

 

3.6. Procedure for notification

  • Customer shall call the support number during Office Hours. Emails received outside Office Hours will be attended to on the next working day. Details of the support number and email address are:
    – Hotline: +(65) 6909-0720

– Email: info@gleetrees.com (or email address of the support-consultant assigned to Customer)

  • Customer needs to provide the necessary information as follows: the PC ID of computer with license, a full description of the problem, screens-shots and contact person, contact number and email address.
  • Company reserves the right to accept or reject the request. If support request is accepted, Company reserves the right to classify the problem severity, and amount of time required to resolve the problem, based on the description of the problem.
  • Company shall inform Customer about number of hours required to resolve the problem. Company shall use commercially reasonable efforts to resolve the issue within 2 business-days after Customer accepts and confirms the number of hours needed. If the problem is complex, Company reserves the right to take a longer period to resolve the problem and will notify the Customer accordingly.
  • Customer must obtain a ticket number from the support officer and always refer to the ticket number for all enquires on the status of the support request.
  • Customer can utilize the support hours anytime during the support-period defined in the Purchase Agreement. Additional support beyond the total number of support-hours purchased will be billable.

 

4. Compensation

4.1.  Compensation, in the form of credits to be exchanged for professional services by Company, shall be provided by the Company to the Customer in accordance with Sections 4.2 to 4.9 below.

4.2. For every 48 hours of downtime for Severity Level 1 and Level 2 problems, Customer will be awarded 1 credit.

4.3. No compensation is given for Severity Level 3 and Level 4 problems.

4.4. Customer is entitled to claim 1 free man-hour of professional service (off-site) by Company with 1 credit.

4.5. Downtime is calculated based on the time of call, during Office Hours, and the time the problem is resolved. Calculation of downtime excludes non-office hours.

4.6. Claims for credit shall be made within 30 days of the incident.

4.7. Compensation shall not be made for problems arising from misuse or interference with the product.

4.8. If customer generated false alarm, company has the right to charge the service charge rate as follows, during Office Hours:

  • Telephone support: S$20 per telephone call
  • Email support: S$30 per email
  • Onsite support (including 1 hour transport time): S$50 per hour

4.9.      False alarm is defined as follows:

4.9.1.   In instances where the problem is identified as being the result of a malicious act or incorrect/ inappropriate usage.

4.9.2.   Customer provides inaccurate, incomplete or not supplied information in a timely manner.

4.9.3. Other matters stated in section 5 on “Exclusion”

 

5. Exclusions

Company is not responsible for the followings:

5.1. Failure caused by external reasons beyond Company’s reasonable control (e.g. security breaches by Customer’s employees/ agents, network or connection problems, natural disasters, terrorist acts, government actions, wars);

5.2. For trial licenses or licenses reserved but not paid for at the time of incident;

5.3. Hardware related problems where the hardware is not sold through Company;

5.4. Issues arising from third-party software / web-browsers or services not sold through Company;

5.5. Problems arising from unauthorized modifications to the Company’s product including setup file and configuration;

5.6. Failure by Customer’s employees, agents, contractors, or vendors, or anyone gaining access to Company’s product, to follow required configurations;

5.7. Usage of Company’s product in a way that is inconsistent with the functions included in the product (e.g. to perform actions that are outside the scope of Product’s capabilities);

5.8. Incorrect or faulty scripts by Customer

5.9. Request for support in other non-English languages (case by case basis)

5.10. Any service not included in this Agreement or other agreement with Company