Maintenance & Support

InterPro will provide Customer Support Services to Customers as described below. Customers must hold a valid and current Customer Support Plan.

This Maintenance and Support Agreement (MSA) only covers and pertains to InterPro products (“Software”).

1. Maintenance and Support Definitions

1.1 General Support includes an initial determination made jointly by InterPro and the Customer’s representative as to whether the problem is due to InterPro’s Software or is the result of another issue. If it is determined that the problem emanates from InterPro’s Software, InterPro will provide General Support by answering questions, troubleshooting code, examining logs, reviewing integration scripts and rules, and suggesting the implementation of code fixes and workarounds. All support services will be provided on a reasonable commercial effort basis. In addition, General Support for InterPro’s Software will be provided only for versions that, in accordance with InterPro‘s internal policies, are then being supported by InterPro. Support will not include services requested which are reasonably determined by InterPro to have been the result of accident or misuse or any alteration, modification or addition to InterPro’s Software other than by InterPro, and, in such cases, InterPro shall charge Customer upon prior written approval by Customer, on a time and materials basis in accordance with InterPro’s standard rates.

1.2 General Maintenance is defined as new versions, patches, maintenance releases and enhancements to InterPro’s Software. All maintenance services will be provided on a reasonable commercial effort basis. In addition, Maintenance for InterPro’s Software will be provided only with respect to versions that, in accordance with InterPro’s internal policies, are then being supported by InterPro, which will include the previous major version as well as the current version. Maintenance will not include services requested which are reasonably determined by InterPro to have been the result of accident or misuse or any alteration, modification or addition to InterPro’s Software other than by InterPro.

1.3 Support Process

  1. Once Customer identifies a support issue, the process and terms and conditions for providing support shall be as follows:
  2. Customer shall contact InterPro via our online support portal, e-mail, or telephone as described in the General Support section. InterPro’s Support Center, with consultation from the Customer’s representative, will make a determination whether the issue presented by the Customer qualifies as a support issue.
  3. For problems that are qualified by InterPro as a support issue, InterPro will provide support to Customer in the form of a bug fix, a workaround, or a patch.
  4. If InterPro determines that the problem is not with InterPro’s Software and is unable to resolve the problem utilizing the Support services described above, InterPro may resolve the problem for Customer upon prior written approval by Customer, on a time and materials basis in accordance with InterPro’s then standard rates.

 

2. Support Terms and Conditions

2.1 Support shall be provided by InterPro as follows:

  1. InterPro’s Support Center will answer questions in English regarding use of the Software by responding to tickets via our online support portal, telephone, and/or e-mail during the hours, 8am to 6pm EST Monday to Friday except for holidays observed by InterPro. The Support Center can be contacted via web at https://support.interprosoft.com, telephone at +1(781) 213-1166, or via email at support@interprosoft.com
  2. InterPro will use reasonable commercial efforts to correct errors in the Software which cause the Software to materially deviate from the functionality described in the Software documentation through an update or workaround provided a full description of the suspected errors are submitted in writing to the Support Center and InterPro is able to replicate such errors at its facilities.
  3. InterPro will provide Customer with new versions, patches, maintenance releases and enhancements to the Software which InterPro provides without additional costs to its other customers.

2.2 The following provisions shall be applicable to the correction of Software errors:

  1. If Customer detects what it considers to be an error in the Software which causes it not to conform to, or produce results in accordance with the Documentation, then Customer shall submit a ticket via the online support portal, call, or e-mail InterPro of the error.
  2. For Level 1 Errors, during normal support hours of 8:00 am to 6:00 pm EST Monday thru Friday, InterPro shall respond within one (1) hour to Customer’s initial request for assistance. InterPro’s response shall include assigning fully-qualified technicians to work with the Customer to diagnose and correct or create a workaround for the Software error and notifying the Customer’s representative making the initial request for assistance of InterPro’s efforts, plans for resolution of the error, and estimated time required to resolve the error. InterPro shall correct errors caused by the Software by modifying the Software and distributing the modified Software to Customer. For Level 1 Errors, InterPro will make a good faith effort to provide a correction or workaround acceptable to the Customer within four (4) hours after the Customer first reports the error.
  3. For Level 2 and Level 3 Errors, during normal support hours of 8:00 am to 6:00 pm EST Monday thru Friday, InterPro shall respond within four (4) hours to Customer’s initial request for assistance. InterPro’s response shall include assigning fully-qualified technicians to work with Customer to diagnose and correct or create a workaround for the Software error and notifying Customer’s representative making the initial request for assistance of InterPro’s efforts. InterPro shall correct errors caused by the Software by modifying the Software and distributing the modified Software to Customer.

2.3 InterPro shall not be required to provide Support or Maintenance if any of the following conditions apply:

  1. any Software errors which are the result of:
    • failure to properly install or use InterPro’s Software in accordance with its documentation,
    • accident, unusual physical, electrical or electromagnetic stress, misuse, failure of electric power, air conditioning or humidity control or failure of hardware,
    • modifications to InterPro’s Software other than by InterPro, or
    • a malfunctioning Maximo environment,
    • incompatibility between modifications to InterPro’s Software by InterPro and the components that make up the Customer’s Maximo application environment when those components have changed in version or configuration.
    • the termination date for support for a specific version has passed (the targeted termination date for support will be announced in writing a minimum of 1 year prior to the targeted termination date),
    • the Customer’s account with InterPro is over 30 days past due.

2.4 On-site Maintenance or Support services or services in addition to the services described herein, shall be provided by InterPro to Customer pursuant to a Statement of Work executed by both parties, on a time and materials basis in accordance with InterPro’s then standard rates.

 

3. Customer Responsibilities

3.1 It’s the Customer’s responsibility to ensure that their Maximo Test/Dev environments are equal in versioning and configuration to the Maximo production environment.

3.2 Changes made to Software code by Customer:

  1. The Customer has the ability to modify/enhance the Software code but the Customer is responsible for making sure that any changes/additions to the Software code is functioning as intended without errors in the Customer’s Maximo test/development environment.
  2. InterPro Solutions does not review software code that has been developed or modified by the Customer. It is the responsibility of the Customer to ensure that any code change(s) they make is properly tested and functioning as intended before the Customer deploys the modifications into their Maximo production environment.
  3. On a billable basis, InterPro staff is available to provide support to a Customer that is having trouble getting software code modified by someone other than an InterPro employee to successfully function in the Customer’s test environment.

3.3 When a Software upgrade or patch file is distributed to the Customer the following steps need to be adhered to:

  1. The Customer installs the new Software file onto their Maximo test/development environment.
  2. The Customer tests the new Software file with their Maximo test/development environment.
  3. If the Customer is having issues, then the Customer should submit a help ticket via InterPro’s help ticketing system: interprosoft.com
  4. The Customer confirms via email to the InterPro Solutions rep that the new Software file is functioning as expected in the Customer’s Maximo test/development environment.
  5. Once the preceding steps have been completed then the Customer can deploy the new Software file to the Customer’s Maximo production environment.

3.4 If the above procedures are not followed and the Customer contacts InterPro to resolve any issues with Software functioning in their Maximo production environment, then InterPro may bill at our standard hourly rate.

 

4. Installation

The Software must be installed either by InterPro staff, by the Customer in accordance with the guidance and instructions provided by InterPro staff, by a consultant approved by InterPro or any combination thereof.

 

5. Problem Reporting Process

5.1 Problems may be reported to Customer Support by submitting a ticket to the online support portal, telephone, or email. To expedite the problem reporting and correction process, we ask that you follow the steps below to report a problem:

5.1.1 Customer should provide the following information when contacting Support:

  1. Product Information
  2. Configuration Information (Database, Network Operating System, Workstation)
  3. Associated Customizations
  4. Problem Description
    • Description of problem
    • Printouts of screens (if applicable)
    • Log file contents (if applicable)
    • If necessary, a copy of all data files or database to allow for the reproduction of the error

5.1.2 Customer Support will acknowledge the receipt of problem within 4 hours and provide Customer with a Service Request number for problem identification and follow-up.

  1. Customer Support may request additional information from the Customer concerning the reported problem.
  2. Customer Support will analyze the problem and determine whether or not the reported problem is actually a product defect (a failure of the product to perform as described in its documentation). Customer Support will notify Customer on the decided corrective actions.
  3. If a reported problem is considered to be a product defect, InterPro will attempt to correct the defect, test and validate the resolution in the form of a software fix or workaround.
  4. The Customer reviews the resolution and notifies CSS of acceptance, at which time the call will be closed with Customer.
  5. If at any point in the process, CSS is unable to reach the Customer after 4 attempts* over 5 business days, the problem will be considered closed.

*Note: ‘Attempts’ is defined as: “Attempted telephone and email contact with the originator of the problem report”.  Support will attempt to call an alternative contact (fourth attempt) in case the originator is on vacation or has left the company. If you submitted a ticket using the online portal, you will receive an email notification when the ticket has been updated.

 

6. Contact Information

Support Hours: Eastern Standard Time Support Specialist Contact Method
8:00 am – 6:00 pm
Monday thru Friday		 Phone: (781) 213-1166
Email: support@interprosoft.com
Web: https://support.interprosoft.com

 

7. Severity Levels

7.1 Level 1: Critical business impact: Business critical software component is inaccessible/inoperable.  This applies only to a production environment and indicates that you are unable to use Software resulting in a critical impact on operations.

  1. If the problem is reported to InterPro during the normal support hours of 8:00 am to 6:00 pm EST Monday thru Friday then the problem will be investigated and worked on within one (1) hour and a good faith effort will be made to provide an acceptable work around or resolution within four (4) hours of the problem being reported. Otherwise, if notification of the problem is received by InterPro during non-support hours then the problem will be investigated and worked on at the start on the next business day.
  2. The customer will be provided with a full update each business day until the issue has been resolved and closed.

Example: The Server is down and all users are unable to log into the software.

7.2 Level 2: Some business impact: Indicates Software is usable with less significant features that are not critical to operations unavailable.

  1. If the problem is reported to InterPro during the normal support hours of 8:00 am to 6:00 pm EST Monday thru Friday then the problem will be investigated and worked on within four (4) hours and a good faith effort will be made to provide an acceptable work around or resolution within eight (8) hours of the problem being reported. Otherwise, if notification of the problem is received by InterPro during non-support hours then the problem will be investigated and worked on at the start on the next business day.
  2. The customer will be provided with a full update each business day until the issue has been resolved and closed.

Example: Software users receive an error while trying to upload an image to a work order.

7.3 Level 3: Minimal business impact: A non-critical software component is malfunctioning, or a non-technical request is made.

  1. If the problem is reported to InterPro during the normal support hours of 8:00 am to 6:00 pm EST Monday thru Friday InterPro shall respond within twenty four (24) hours to Customer’s initial request for assistance in correcting or creating a workaround for a Software error. InterPro’s response shall include assigning fully-qualified technicians to work with the Customer to diagnose and correct or create a workaround for the Software error and notifying the Customer’s representative making the initial request for assistance of InterPro’s efforts.
  2. As soon as practical a fix will be provided to the customer.
  3. The customer will be provided with a full update every two (2) weeks until the issue has been resolved and closed.

Example: Provided documentation is incorrect.

 

8. Services Not Covered

8.1 Training – Customer Support does not cover in-depth training over the phone. If instruction time is expected to exceed 30 minutes, then the Customer will be referred to their Customer Services Manager.

8.2 Assistance in the Identification of Defects in User Environment or Enabling Technologies – CSS will notify the Customer if it is suspected that the problems the Customer is encountering are due to a defect in the user environment or the enabling technologies

8.3 CSS will inform the Customer that InterPro staff can continue providing billable assistance with the problem resolution. These services will be provided on a time and materials basis at InterPro’s current rates, plus expenses. If it is ultimately determined that the defect is in InterPro’s Software product, then the work will not be billed to the Customer.