VOLT Annual Maintenance Contract
Annual Maintenance Contract Template
VOLT HRMS
Annual Maintenance Contract
Between
The Green Promise
And
Customer Name
Annual Maintenance Contract
Annual Maintenance Contract for VOLT HRMS to (Company Name) through (The Green Promise).
It was agreed between
First Party: (Company Name) represented by Title Name of address (Address)
Second Party: The Green Promise represented by the GM Mr. Hussam Eid, Jordanian Company of address (P.O. Box 7466, Amman 11118, Jordan)
Clause 1: General
The second party proposals for providing VOLT HRMS (PAY, HR, ATTENDANCE, PROJECTS TIMESHEETS, ESS, RECRUITMENT, TRAINING MANAGEMENT, PERFORMANCE MANAGEMENT, EMPLOYEE SURVEYS, CUSTOMERS SURVEYS, TASK MANAGER, GRIEVANCE, DASHBOARD, PURCHASE ORDERS, MOBILE, ROSTERING) are part of this agreement.
Clause 2: Goal of this agreement
Provide technical support for VOLT HRMS.
Clause 3: Cost
The cost of providing the technical support services to the first part is XXX (written numbers) Jordanian Dinars
Clause 4: Communication methods
When the first party requires technical support, the second party through one or more of the following methods will address the issue
1. Telephone
2. Email
3. Remote connection to the First Party network
4. Visit if the methods above were not sufficient.
Clause 5: Benefits of the agreement
The first party will be entitled to
1. Get latest releases of VOLT HRMS free of charge.
2. Get technical support service from the second party about bugs that might appear in VOLT HRMS system.
Clause 6: support response times
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: 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: 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
| Next 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 checks to be added · other cosmetic requirements |
NOTES:
1. Response time means acknowledgment of the support request.
2. Resolution time means the time Contractor takes to develop the solution and make it available to Customer for installation.
3. “Days” refers to working days.
4. 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.
Clause 7: Agreement cover period
This agreement become active once the two parties sign it and it is valid for one year starting from dd/mm/yyyy until dd/mm/yyyy
Clause 8: Language of agreement
This agreement was prepared in English language in two copies, eight clauses over four pages
First Party: | Second Party |
Mr. __________________
Title: __________________
Signature: __________________
Date: __________________ |
Mr. _________________
Title: ________________
Signature: _________________
Date: _________________ |
English 
العربية