Software Support & Maintenance

Annual Maintenance Contract (AMC)

YT Solutions India Pvt Ltd annual maintenance, technical support, software upgrade and service coverage.

YT Solutions India Pvt Ltd

Annual Maintenance Contract Coverage (AMC)

The following agreement describes the maintenance, support and upgrade services provided by YT Solutions for installed and commissioned YT software.

AMC Sections

Agreement Introduction Scope of Service Exclusion from Scope Technical Support No Obligation Service Client Obligation Liability Termination Cost & Payment

1. Agreement Introduction

The following agreement talks about Maintenance, Support, and Up-gradation for YT Software.

As YT Solutions India Pvt Ltd has installed and commissioned the software, the company would like to extend its Annual Maintenance Contract.

2. Scope of Service

YT will provide the following services during the agreement period.

A. Software Functionality Maintenance

YT will provide support for software functionality maintenance and removal of bugs within the software.

  1. All software programs that were initially sold at the time of buying the software will be covered.
  2. New functionality added after the initial sale 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 recommendations. Software up-gradation may include server-side, database-side, security-side and application-side upgrades during the AMC period.

C. Software Database Backup

YT will assist in providing periodic application and database backup during the AMC period to support faster recovery of service in case of application, server hardware, database or other failures.

  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 and database restoration for smooth operation and recovery of service.

YT shall not be held responsible for any financial liability arising from the disaster.

E. Software Database Optimization Service

With increased data over the years, YT will provide support for database optimization mechanisms for improved performance.

The database version may also be changed over the year to improve performance and security standards.

F. Server Management Services

YT will provide server management services to help ensure software services are running properly and security patches are up to date.

This process may be performed periodically and the client may be informed by email regarding changes made to the server.

G. Network Management

YT will not manage network devices such as routers, switches, VPNs or related devices within the client environment.

H. Software Management

YT will provide management of licensed users, access control, financial calendar, financial budgets and other renewal of SSL license certificates for smooth operation of the software.

I. Software Training

YT will provide software training videos and periodic web training sessions for newer versions of the software.

3. Exclusion from Scope of Service

YT will not include the following items within the scope of service under this agreement:

  1. Any new reports or changes to existing reports will not be provided under software maintenance and up-gradation unless otherwise agreed.
  2. Support for software other than software provided by YT is not included under this agreement.
  3. YT will not support relocation of the server, including re-installation of server services, software reconfiguration, application or database re-installation.

4. Technical Support Terms and Conditions

YT will specify details in the technical support plan. The following technical support levels may be provided by YT.

I

Level I: Email Technical Support

Support will be provided through email and ticketing service. Clients should provide appropriate screenshots and detailed descriptions to the support team.

II

Level II: Web Meeting Support

If a technical issue cannot be addressed through Level I, YT may provide Level II support through a web meeting with a senior technical engineer.

III

Level III: On-Site Support

If Level I and Level II support are unable to resolve the issue, YT may provide on-site support on a chargeable basis.

Email Support

Issues may be reported to support@ytsolutions.com with screenshots and detailed descriptions. The support team will acknowledge the issue and begin addressing it.

5. No Obligation Service

YT is under no obligation to provide services for software under circumstances including the following:

  1. Software has been modified or changed by an unauthorized user without YT's prior written approval.
  2. Software program identification marks have been removed, altered or are being used by the client contrary to the agreement.
  3. Software is installed or altered by a third party without YT's prior written approval.
  4. The host computer does not conform to the updated level required by YT to support the software.
  5. The customer is using the software in violation of its license.
  6. YT's existing code has been rendered, touched or tampered with by a third party without prior written permission.
  7. Software is infected by virus or hacked by an external source.
  8. Repairs or restoration in these cases may be billed separately where applicable.

6. Client Obligation

  1. Database and software copies should be kept securely with prevention from unauthorized access to software, customer programs, databases and computer records.
  2. YT will not be responsible for loss of or damage to data or loss of use of any computer or network systems.
  3. Clients should make backup copies of media containing information from YT.
  4. Liability for restoration work will be subject to the applicable client and YT arrangements.

7. Liability

All liabilities of the software are with the Client.

YT will not be responsible for damages or losses arising from software while it is maintained within the client environment.

8. Termination

This agreement may be terminated by the Client upon thirty (30) days written notice if YT:

  1. Fails to fulfill any material aspect of its obligations under this Agreement and does not cure such failure within thirty (30) days after receipt of written notice.
  2. Breaches any material term or condition of this Agreement and fails to remedy such breach within thirty (30) days after receipt of written notice.
  3. Terminates or suspends its business operations unless succeeded by an authorized permitted assignee under the Agreement.

9. Cost & Payment

Payment will be made against invoices provided by YT.

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