YT Solutions India Pvt Ltd
ANNUAL MAINTENANCE CONTRACT (AMC)
YT SOLUTIONS ANNUAL MAINTENANCE CONTRACT COVERAGE (AMC)
1. AGREEMENT INTRODUCTION
The following agreement talks about Maintenance, Support, and Up-gradation for YT Software. As we have installed and commissioned our software, YT Solutions India Pvt Ltd (YT) would like to extend our Annual Maintainance Contract
2. SCOPE OF SERVICE
YT will provide detail of the scope of service which we will cover during this agreement
A. SOFTWARE FUNCTIONALITY MAINTENANCE
YT will provide support for all Software Functionality Maintenance & remove any bugs within the software. It will offer support to
1. All the software program which were initially sold at the time of buying the software
2. Also new functionality which is added after the initial sales of the software during the previous year will also be covered in the AMC
B. SOFTWARE UP-GRADATION
YT will offer continuous up-gradation of software based on our recommendation. Software up-gradation will be done on the server-side, databases side, security side, and application side over the AMC period. All upgrades asked by the client are on a chargeable basis.
C. SOFTWARE DATABASE BACKUP
YT will assist in providing periodic Application & Database backup within the AMC period which will help for faster recovery of service in case of disaster within the application, server hardware, database or any other aspect.
1. Internal local backup within the same network will be covered under AMC
2. Remote backup services provided to clients will be on a chargeable basis
D. SOFTWARE DISASTER RECOVERY SERVICES
In case of disaster, YT will provide remote support for application & database restore for the smooth working of the application and recovery of service. YT should not be held responsible for any financial liability due to the disaster.
E. SOFTWARE DATABASE OPTIMIZATION SERVICE
With increased data over years, YT will provide support for database optimization mechanisms for improved performance. Database version might also we changed over the year for improving performance and security standards
F. SERVER MANAGEMENT SERVICES
YT will provide Server Management Services to make sure all Software Services are running properly and all security patches are up to date. This process is done periodically and informed to the client over email on what changes were made to the server.
G. NETWORK MANAGEMENT
YT will not be managing any of the network devices routers, switch, VPN etc which in the client environment.
H. SOFTWARE MANAGEMENT
YT will provide proper management of licensed users, access control, financial calendar, financial budgets, and other renewal of SSL license certificate for the smooth working of the software.
I. SOFTWARE TRAINING
will provide proper software training videos and periodic web training sessions for a newer version of the software.
3. EXCLUSION FROM SCOPE OF SERVICE
YT will not include the following items within the scope of service under this agreement.
A. Any new reports or changes to existing reports will be not given under the software maintenance & up-gradation under this agreement
B. Any support to other software other than provided by YT are not included under this agreement
C. YT will not support any relocation of the server as this would include re-installing all server services, software reconfiguration, application, and database re-installation.
4. TECHNICAL SUPPORT TERMS AND CONDITIONS
YT will specify details in the technical support using the Support Plan. Here are the various levels of Technical Support provided by YT
A. LEVEL I: EMAIL TECHNICAL SUPPORT SERVICE:
, YT would provide Level I Support over Support Email and Ticketing Service.
1. Client will provide a proper standard for incident reporting via email with appropriate screenshots and detailed descriptions by email to firstname.lastname@example.org which is our Technical Support Ticketing System.
2. Company will receive a response within 24 hours by acknowledging the problem and will start addressing it.
B. LEVEL II: WEB MEETING TECHNICAL SUPPORT SERVICE:
YT if unable to address the technical issue using LEVEL I , will provide LEVEL II support using Web Meeting with Senior Technical Engineer to address the issue.
C. LEVEL III: ON-SITE TECHNICAL SUPPORT SERVICE:
YT if unable to address the technical issue using LEVEL I and LEVEL II , will provide LEVEL III support using an On-site Engineer on a chargeable basis to address the issue. On-Site support can only be provided to a limited geographical location and should be verified with the YT Solutions Team.
5. NO OBLIGATION SERVICE
YT is under no obligation to provide Services of software if:
A. The software has been modified or moved/changed by an unauthorized user without YT’s prior written approval.
B. The software program identification marks have been removed or altered and is being used by the client.
C. The software is installed or altered by a third party without YT’s prior written approval.
D. The host computer does not conform to the update level nominated by YT to be necessary to support the software or has been modified other than by YT personnel, so as not to conform to specifications for which the software was designed.
E. Customer is using the software program in violation of its license.
F. Service of YT will not be rendered if YT’s existing code is touched or tampered with by a third party without YT’s prior written permission.
G. The software is infected by a virus or hacked by an external source, in case the solution is PC or Server based.
YT may, at its discretion, agree to perform services in the situations set forth in the above-listed points. If YT agrees, additional charges will apply.
6. CLIENT OBLIGATION
A. Database and Software copies will be kept with full security, with prevention from any of the products comprising Software and of the Customer’s programs, databases, and computer records in accordance with best computing practice and in any case before requesting Services from YT.
B. YT WILL NOT BE RESPONSIBLE FOR LOSS OF OR DAMAGE TO DATA OR LOSS OF USE OF ANY OF THE COMPUTER OR NETWORK SYSTEMS.
C. You may make one backup copy of the media with written permission from the YT team. You may use it only to reinstall the software which will be done under the supervision of the client and YT.
All the liabilities of the Software are with the Client. YT will not be responsible for any damages or loss done from Software as it is kept under the client environment.
This Agreement may be terminated by the Client upon thirty (30) days written notice if YT
A. Fails to fulfill in any material respect its obligations under this Agreement and does not cure such failure within thirty (30) days of receipt of such written notice.
B. Breaches any material term or condition of this Agreement and fails to remedy such breach within thirty(30) days of receipt of such written notice.
C. Terminates or suspends its business operations unless it is succeeded by a permitted assignee under this Agreement.
9. COST & PAYMENT
Payment will be made against invoices provided by YT.