Document Management Software Service Level Agreement

FileHold Systems offers an annual technical support and product upgrade contract known as "FileCare". This agreement entitles the customer to an array of support and upgrade services to ensure maximum value from their document management software.  This section describes the Service Level Agreement (SLA)

Document Management Software Support Methodology 

Customer are supported using remote support services such as the telephone, e-mail and, with customer approval, by logging on to the customers system using remote control software. Support is available from 8:30 AM to 4:30 PM PST Monday to Friday and on weekends and evenings by prior arrangement.

The support process starts when a software user contacts their internal help desk or IT support department. If the customers internal support cannot help and determines the problem is related to the document management software they will register the issue on the FileCare support portal: Document Management Support Center. The support portal is available to a customer’s technical support staff 24 hours per day, 7 days per week. The support portal is monitored by FileHold technical staff up to 16 hours per day, Monday to Friday.

Issue Severity Definitions

Following are the levels of issue severity:

1. Level 1 - Global severity - affects all users

2. Level 2 - User severity - affects one user

3. Level 3 - Non-critical Severity - A cosmetic issue, no effect on users

Document Management Software Support Response Times

All support issues registered on the document management support portal receive an immediate confirming e-mail response that assigns a unique support case number and confirming the ticket has been registered. The registered ticket will be responded to, by a technical support team member, by no later than noon of the next business day.  In the response it will be determined if the problem is related to the document management software or a 3^rd party application and a Severity level will be established.

If the source of the problem is outside the control of FileHold the customer will be advised accordingly and best efforts will be made to notify the party / parties responsible and cooperate with them to resolve such problem. 

If the problem is within the control of FileHold the following responses are made:

• Level 1- Global severity: Technical e-mail communication will be initiated with the customer within 4 hours of severity determination. Continuous best efforts will be made to resolve the problem or until service is restored or until an interim remedy is implemented. The resolution objective is 1 business day.

• Level 2- User severity: The source e-mail communication will be initiated with the customer within 8 hours of severity determination. Best efforts to resolve the problem will be made with a resolution objective of 3 business days.

•  Level 3- Non Critical severity. E-mail communication will be initiated with the customer within 16 hours of severity determination. Communication of the request will be made clear to the customers but resolution may wait until a future product release. If it is a product enhancement / future feature request the customer will be referred to Suggest a Feature .

Document Management Software Support Escalation Policy

If a customer feels the support response times are not being met or the problem is not being addressed they may initiate direct contact with the VP of customer services support@filehold.com .

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 support case reporting system 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 the Disaster Recovery and Backup Best Practices in the Document Management System

• 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.

• Run the document management software 'HealthChecker" and provide it to FileHold.

Other Features of the FileCare Program

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. 

FileCare Terms and Conditions

Term: The FileCare Agreement runs for 12 months from the day the FileHold server software is installed (the license issued). 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 and other 3rd party components may 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 can be thrown off. In order to repair this synchronization FileHold will have to re-run their synchronization tools, there may be extra charge for these services.  Support for the supplied Quick Scan Pro document scanning software and customer developed interfaces to 3rd party applications may not be covered under FileCare and are never considered Level 1 severity.

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 or catastrophic failure. 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: Notwithstanding any other provisions our total and exclusive liability 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, actions or in actions of 3rd parties can impair or disrupt yours and our connections to the Internet.

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