VOLT HRMS Warranty
VOLT HRMS System 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: 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 check · to be added 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.