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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:
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

 

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:            _________________

 

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