VOLT HRMS Warranty

VOLT HRMS System Warranty

Start Date:

End Date:

Scope of Warranty:

The following products are included in this system warranty document

1- VOLT PAY.

2- VOLT HR.

VOLT COMPETENCY.

3- VOLT ATTENDANCE.

4- VOLT PROJECTS TIMESHEETS.

5- VOLT ESS.

6- VOLT PERFORMANCE MANAGEMENT.

7- VOLT TRAINING MANAGEMENT.

8- VOLT RECRUITMENT.

9- VOLT EMPLOYEE SURVEYS.

10- VOLT CUSTOMERS SURVEYS.

11- VOLT TASK MANAGER.

12- VOLT GRIEVANCE.

13- VOLT DASHBOARDS.

14- VOLT PURCHASE ORDERS.

15- VOLT ROSTERING.

16- VOLT MOBILE.

The Green Promise (TGP) warrants resolving all issues appearing in the above-mentioned products within the service level policy set by TGP technical support unit.

Fixing any problems arising in the products above because of detecting a bug or is included in this warranty.

If the problem is a result, of any attempt to change in the products architecture or code changes, or because of a virus then TGP will not be responsible for this, and this document will not cover these cases.

Requests to move VOLT from one server to a different server is not covered by the warranty.

Definitions:

Response time: means acknowledgment of the support request.

Resolution time: means the time Contractor takes to develop the solution and make it available to Customer for installation.

Days: refer to calendar days.

Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

· Meeting response times associated with service-related incidents.

· Appropriate notification to Customer for all scheduled maintenance.

Service Level Policy

Nature Problem

Response Time

Resolution Time

Full testing and installation of fix at customer site

Examples

Priority 1:

Service-Affecting Crisis

Conditions:

Situations in which the system is

Unable to do production work.

8 working hours

Within 16

working

hours

3 working days

· Critical function is not

working properly without any

alternative or workaround

· Database corrupted

· Serious performance

problem

· Critical interface

problem

Priority 2:
Service-Affecting, Non-

Crisis Conditions:

A major function is unusable but

the system is capable of operation.

8 working hours

3 working days – 1 working week

1 working week

· Critical function

restricted with an alternative

or workaround possible

· Interface causing

restrictions

Priority 3:
Non-Service-Affecting:

A feature or function may be at fault, but it does not seriously affect operations or schedules. A

Priority 1 or 2 problem for which a mutually acceptable workaround or patch has been supplied will be reduced to a Priority 3 problem.

16 working

hours

Maintenance

Release; if

not a bug,

fixed within

30 working days if a bug

· Problem with reports

· Misleading/ incorrect

messaged

· Problem with

documentation – e.g., user

manual

Priority 4: Informational:

Incidents or inquiries relating to procedural questions, routines,

and basic maintenance operations.

Within 5 working

days

Within 60 working

days

Within 60 working days

· Modification in screen

layout required

· Minor validation check

· to be added
Other cosmetic

requirements

Service Assumptions:

Response times are subject to the following conditions:

· Customer has made available to Contractor an access to the system.

· The problem reported is solely due to Contractor’s products or software and does not involve or encompass any third-party product or software.

· Changes to services will be communicated and documented to all stakeholders.