Document Management Software - Service Level Agreement

To make the "paperless office" a reality FileHold Systems offers an annual technical support and product upgrade contract known as FileCare. This agreement entitles the customer to an array of services to ensure maximum value from their document management software.

Customer Services

Support Portal - Case Registration: The first step, for any problem, is to register a "support case". Logon to the FileCare support Portal by clicking HERE. The FileHold support Portal is monitored up to 16 hours per day for any support issues. FileHold normal support office hours are 8:00 AM to 4:00 PM PST.

Once the support case is registered:

1. The customer is assigned a unique support case number which is automatically delivered via email confirming the ticket has been registered.
2. FileHold provides an initial support 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.

Self Support Center: Is available to customers on FileCare 24 hours per day 7 days per week. 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.

Software Upgrades: Customers on FileCare have access to any hot-fixes, service packs, dot releases or major releases of software that become available while under contract. If there are no changes to the existing server or operating system the technical support for upgrades is provided at no additional charge.

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.

Addition of licenses: Customers on FileCare can add new users to the system at any time, (a minimum of 5 users) at no administration charge other than the cost of the license. The cost of the FileCare contract is pro-rated on new licensing to the master agreement anniversary date. Disaster Recovery - In the event of catastrophic hardware failure which results in loss of the FileHold server FileCare has a plan to help, There are professional services fees for this assistance which will be quoted at the time and based on a preferential customer billing rate. The disaster recovery steps are as follows:

1. Customer registers and creates a support case detailing the extent of the disaster.
2. Customer arranges for a backup server to be ready for FileHold software installation. Including:
• Microsoft Server
• Microsoft SQL
• Remote Access to the customer systems via remote collaboration software must be available for the FileHold support team to access the system (FileHold will recommend a system)
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.

Customer Responsibilities

The FileCare document management support program is a powerful tool but to make it work best the customer must follow normal IT practices in protecting their data. The following are a few "best practice" suggestions.

• Report all problems to the FileHold support case 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 FileHolds Disaster Recovery and Backup Best Practices Documentation, Contact
• 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.

FileCare Terms and Conditions

Term: The FileCare Agreement runs for 12 months from the day the FileHold server is installed. 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 prorated portion of the annual service contract. The customer may terminate by not renewing the annual contract.

Active Directory Synchronization is NOT covered by FileCare: 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.

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 FileHold Enterprise customers purchase FileCare at the sign of purchase and receive all of the following services at no additional charge as a part of their FileCare contract.

Eligibility: 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.

Server and Operating Systems Upgrades: FileCare does not cover the re-installation of FileHold as a result of customer server or operating system upgrades. There will be professional service fees for assistance in this re-installation. If these upgrades are done at the same time as a FileHold upgrade the charges may be reduced.

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 Document Management Support 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.

• Document Management Best Practices Consulting: FileHold has expertise in document and records management best practices. This advice can be especially helpful during major upgrades to ensure the system continues to function at full performance during the upgrade.
• Server health check up / systems management.
• General server administration, including user and security issues.
• Managing software upgrades, i.e. Windows Server and Microsoft 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

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