FileCare - Service Level Agreement

FileHold Systems Inc. offers its customers an annual technical support and product upgrade contract known as FileCare. This agreement entitles the customer to the following array of services and ensures their document management software will operate reliably and be upgraded with all product improvements.

• FileHold Enterprise customers receive all of the following services at no additional charge as a part of their FileCare contract.
• FileHold Express customers are eligible for product upgrades but must have purchased a block of support hours to get additional technical assistance.

Benefits of the FileCare Program

Software Upgrades: FileCare ensures your document management software stays current in a constantly evolving business application. New document storage formats, new scanners and imagers and new operating systems are being introduced into your document, record and content management universe. Customers on FileCare have access to any hot-fixes, service packs, dot releases or major releases of software that become available while under contract. In order to remain on FileCare customers with standard version of FileHold must remain no more than 1 release behind the most current release of FileHold.

Unlimited System Support: For ongoing product support FileCare provides a program of "trouble ticket" reporting and tracking with assured response times, severity classification and escalation processes. FileCare provides a disaster recovery program in the event of severe hardware failure.

Self Service Support Center: Is available to customers on FileCare. It serves as a knowledge base of common support incidents that may help you quickly solve a problem or for our customers who want technical information that is not available in other places.

Reporting: FileCare maintains a status report of open and past support issues including; issue number, problem category, severity, user name, territory code, date received, status, problem description and next action description. A customer may ask for a review of their support incidences including our response at any time.

Additional licenses: Customers on FileCare can add new users to the system at any time for a simple Client Access License fee (CAL). The cost of the FileCare contract will be pro-rated to the master agreement anniversary date. If you require additional licenses contact sales@filehold.com.

Document Management Best Practices Consulting: The agreement provides ongoing expertise in document and records management practices for any issues or challenges that may come up over time. This advice can be especially helpful during major upgrades to ensure the system continues to function at full performance during the upgrade.

How to Submit a Trouble Ticket

Trouble ticket Registration: The first step, for any problem, is to register a "trouble ticket" you can logon to the FileCare support center by clicking HERE. Once the trouble ticket is logged:

1. The customer is assigned a unique call reference number which is automatically delivered to the customer confirming the ticket has been registered.
   
   
2. FileHold provides an initial support acknowledgement response by the next business day and determines the level of severity:
   • Global severity - affects all users
   • User severity - affects one user
   • Non-critical Severity - A cosmetic issue, no effect on users
     
     
3. If the ticket is a Global severity and the source of the problem is within our control, we will use best efforts to resolve the problem within two working days.
   
   
4. If the source of the problem is outside of our control we will advise the customer accordingly and then we shall make efforts to notify the party/parties responsible and cooperate with them to resolve such problem.
   
   
5. If the source of a Global Severity problem can not be identified by the end of the business day, following registering the trouble ticket, the problem is escalated to the VP of customer service who will assign additional resources to identify the source of the problem.
   
   
6. The VP of customer services proposes a problem resolution plan to the customer.

Disaster Recovery

A plan is in place in the event of catastrophic hardware failure which results in loss of the FileHold server. The disaster recovery processes are as follows:

1. Customer registers a trouble ticket detailing the extent of the disaster
   
   
2. Customer arranges for a back up server to be ready for FileHold software installation. Including:
   • Microsoft 2000® or 2003® Server version
   • Microsoft SQL® Server 2000 version
   • VPN Remote Access or
   • Remote Desktop Access (if provided) or
   • Other remote collaboration software
     
     
3. Customer will supply the 2 most recent backups of their data.
   
   
4. FileHold will schedule a time to restore the live server using remote diagnostic tools.
   
   
5. At FileHold's discretion, a staging or testing server may be set up to properly recover the system without changing the primary server that is having issues (hardware or otherwise).
   
   
6. FileHold will test the server and confirm it is fully operational.
   
   
7. FileHold will help the customer test that all systems are operating as specified.
   
   

If you have any questions or concerns about FileCare forward your comments to support-feedback@filehold.com. The V.P. of Customer Service, Cameron Siguenza, will receive your message and respond.

 

Customer Responsibilities

The FileCare support program is a powerful tool but to make it work at its best the customer must follow normal IT practices in protecting their data.

• Report all problems to the FileHold trouble ticket reporting systems immediately.
  
  
• Back up all data on a daily, weekly and monthly basis including SQL Databases, File Directory Storage Paths and other critical system files. More details are outlined in our Disaster Recovery and Backup Best Practices Documentation.
  
  
• Ensure routine maintenance is done to the server hardware
  
  
• Ensure Microsoft and other service packs and updates are tested and applied to the server to maintain best practices operating conditions.
  

Active Directory Synchronization is NOT covered by FileCare

For customers who have purchased the FileHold Active Directory Integration toolkit, you were not charged for FileCare support. Microsoft Active Directory is a 3rd party component and if a customer makes changes to user roles or schemas the synchronization with FileHold can be thrown off. In order to repair this synchronization FileHold will have to re-run their synchronization tools, there is an extra charge for these services.

 

 

FileCare Terms and Conditions

Term: The FileCare Agreement runs for 12 months from the receipt of customer payment at the FileHold office. The contract start and end date will be clearly stated on the invoice.

Termination of support services: The FileCare contract may only be terminated by FileHold in advance of the contract expiry in which case FileHold will refund a pro rated portion of the annual service contract. The customer may terminate by not renewing the annual contract.

Limitation of Liability: This Agreement is governed by the laws of the Province of British Columbia and is the entire agreement between you and FileHold concerning the Service Level Agreement. There are no representations, warranties or understandings that bind FileHold that are not expressly stated in this Agreement.

Notwithstanding any other provisions of this agreement our total and exclusive liability under this agreement is no more than the unused portion for the annual FileCare contract. The program is provided on an "as is" bases, we do not warrant that the service will be uninterrupted, error free, or completely secure. As we do not control the flow of data or the performance of data over the internet, which our software is dependent upon, you acknowledge that actions or inactions of 3rd parties can impair or disrupt yours and our connections to the internet.

Additional Services

Although not a part of our FileCare program, a number of other services are available from the FileHold professional service group. These services may be contracted on a fixed fee bases or charged on a time and materials basis.

• Server health check up / systems management.
• General server administration, including user and security issues.
• Managing software upgrades, i.e. Windows 2003 Server® and SQL-Server®.
• Data archiving.
• Disaster recovery tests.
• Creating custom reports.
• Analysis of the customer software environment.
• Analysis of existing data within File directories and other repositories.
• General assistance with third party software.
• General assistance with hardware compatibility issues.
• Consulting on Document Management best practices.
• Importation of data into FileHold systems.
• Configuration of zonal scanning, full-text and imaging systems.
  
  

To discuss any of these additional services contact sales@filehold.com