SLA

Service Level Agreement

SLA Software & Hardware

 

SERVICE LEVEL AGREEMENT SOFTWARE CREA SOLUTION

Installation

At an additional cost, Crea Solution will offer assistance and support in installing the software.

Compatibility test support

Upon request, against payment, Crea Solution will carry out intensive tests on new program releases to verify the compatibility of the software with the customer’s PCs.

Wellcome letter and registry

Upon signing and sending the purchase contract, the customer is required to fill in the online form regarding the customer data ( https://www.creasolution.it/en/welcome-in-crea ) with their data and those of  the company. Upon completion, you will receive (automatic download) a Welcome Letter, in which you will find useful contacts and important information.

Software release

Crea Solution would periodically post on creasolution.com webiste news about releases of the software. Once the executable of the new version has been downloaded, the customer must contact Crea Solution through the email address supporto@creasolution.it, or by calling +39 051 734777, in order to be able to program an installation, for a fee, by the technicians.

Software evolution contract

The software evolution contract will entitle the customer to receive minor software versions, produced or released by Crea Solution (excluding system software such as operating systems or any database licenses) in the period included in the contract. The updates will be sent via e-mail. Normal technical installation services and any training on new releases are not included. Such additional support services will be billed as per the listed rates. It will be the customer’s responsibility to periodically access the customer portal in order to find out if any software versions have been released and possibly download them.

Warranty

The software systems are not covered by any guarantee, all major, minor and bug fixing release activities are covered by the optional software evolution contract. Crea Solution is not liable for any damage resulting from the use or incorrect use of both hardware, software and any supplied product.

Guaranteed response and response times; support contract

If the customer has not signed the software support contract, he can still contact the Crea Solution team through the email address supporto@creasolution.it, or by calling +39 051 734777 from Monday to Friday (from 9: 00-13: 00 and from 14: 00-18: 00). The Crea Solution team will evaluate the request for assistance, which will be handled by a technician for a fee.

If the customer has signed and is paying a software support contract, he will be entitled to take charge of his request for assistance at a preferential level compared to customers who have not signed any support contract. The contact methods will be through the email address supporto@creasolution.it, or by calling +39 051 734777 from Monday to Friday (from 9: 00-13: 00 and from 14: 00-18: 00).

Response times are the times from receiving a request from the customer until the time when the Crea Solution specialist technician will give feedback to the customer and, from there, start the problem solving process.

Intervention times are the times within which Crea Solution will initiate an exhaustive problem resolution process (e.g., an alternative method, a patch / fix on the software, or a specific implementation).

Only times that fall within the normal hours of work availability will be considered (from Monday to Friday, excluding holidays, from 9:00 to 13:00 and from 14:00 to 18:00), or even extended hours as long as agreed.

All services will be handled and completed by a Crea Solution professional, who will be the main contact and will also be responsible for checking the success or success of the process with the contact person at the Client. Only at that point is the service considered completed.

Types of program malfunctions

  • Critical malfunction: a possible total block or inactivity of the application.
  • Serious malfunction: a sequence of processes that is interrupted, or the operation of the application that does not proceed regularly or is made possible only with limitations, or a possible loss of data.
  • Functional failure: a situation in which the execution of individual functions is hindered, but in which alternative solutions are possible; for example, functions that should work automatically can still be performed / controlled manually).
  • Minor flaw: a small malfunction with irrelevant consequences and that do not involve limitations to functionality, such as display errors in images.

The customer will classify the malfunction category when reporting the problem to Crea Solution. The report on the problem will then be analyzed by a contact person of Crea Solution. If colleagues agree on the classification of the type of malfunction, the classification reported by the customer will be applied if the latter can provide the corresponding documentation.

The customer undertakes to provide all reasonable support in managing the malfunction, this will include the appointment of a contact person for assistance during the verification / execution of the malfunction. A remote access tool must then be made available to the system, compatibly with the available resources and the current technological state.

Response times

  • Critical Malfunction: Receipt of the problem report + 2 hours
  • Serious malfunction: Receipt of the problem report +4 hours
  • Functional failure: Receipt of the problem report + 8 hours
  • Minor defect: Receipt of the problem report + 12 hours

Intervention times

  • Critical malfunction: start of the intervention + 8 hours
  • Serious malfunction: start of surgery + 12 hours
  • Functional failure: within the time required for the release of a bug fixing release
  • Minor flaw: within the time required for the release of a bug fixing release

Note on timing: The agreed times may not be guaranteed if it is found on the basis of the problem report that the cause of the malfunction is beyond the responsibility of Crea Solution (for example, the assignment of user permissions / permissions, Windows updates, hardware problems of the customer’s PC, etc.), or if it is due to Third Party systems / programs (for example, if external servers are involved). This applies, in principle, even if the contact person for the contacts on the Customer’s side cannot be reached within a reasonable time.

Free remote desktop sharing

In certain cases, support will be provided through Crea Solution’s Remote Control Software. Crea Solution will provide a high-performance Internet connection for assistance purposes, at no cost. The Customer will be responsible for making the required Internet connection available at its premises. You will only have to bear the costs normally foreseen for the Internet connection as well as any additional telecommunication costs. Crea Solution will provide the Remote Control Software free of charge; support for installation and training on use will be free for qualified users. The client’s remote desktop sharing tools can be used, and the corresponding additional work required by Crea Solution (maintenance times, installation, etc.) will be charged on the basis of the work performed. In case of failure of the Customer’s specific tools, Crea Solution assumes no responsibility for any delays in response times.

VPN connections

In certain circumstances it will be necessary to establish a VPN connection between Crea Solution and the Customer. Crea Solution has adequate tools available for this purpose. Client VPN tools can also be used; the corresponding additional work of Crea Solution required (maintenance times, installation, etc.) will be charged on the basis of the work performed. Experience has shown that certain VPN solutions made available by customers who disable local network connections make online assistance impossible.

SERVICE LEVEL AGREEMENT HARDWARE (PLOTTER / CUTTER)

Installation

At an additional cost, Crea Solution will offer assistance and support in the installation of hardware systems.

Compatibility test support

Upon request, against payment, Crea Solution will carry out intensive tests on new program releases to verify the compatibility of the software with the customer’s PCs.

Wellcome letter and registry

Upon signing and sending the purchase contract, the customer is required to fill in the online form regarding the customer data (https://www.creasolution.it/en/welcome-in-crea) with their data and those of ‘agency. Upon completion, you will receive (automatic download) a Welcome Letter, in which you will find useful contacts and important information.

Hardware warranty

The warranty on plotter and automatic cutting machines is valid for 12 months from delivery and includes broken / defective parts recognized by the parent company, it does not include the right to travel and the working hours of the technicians. Crea Solution is not liable for any damage resulting from the use or incorrect use of both hardware, software and any supplied product.

Guaranteed response and response times; support contract

If the customer has not signed the software support contract, he can still contact the Crea Solution team through the email address supporto@creasolution.it, or by calling +39 051 734777 from Monday to Friday (from 9: 00-13: 00 and from 14: 00-18: 00). The Crea Solution team will evaluate the request for assistance, which will be handled by a technician for a fee.

If the customer has signed and is paying a hardware support contract, he will be entitled to take charge of his request for assistance at a preferential level compared to customers who have not signed any support contract. The contact methods will be through the email address supporto@creasolution.it, or by calling +39 051 734777 from Monday to Friday (from 9: 00-13: 00 and from 14: 00-18: 00).

Repair

For customers who have signed the hardware support contract, Crea Solution undertakes to ensure any repairs that may be necessary, not attributable to circumstances expressly excluded from the general conditions of this Contract. The interventions will be carried out within 16 hours counted in the days weekdays and starting from the telephone call. The interventions can only be requested by the customer, on working days, from Monday to Friday from 9:00 to 13:00 and from 14:00 to 18:00. The interventions that Crea Solution will have to carry out under the support contract will be carried out in the hours ranging from 09:00 to 18:00 of each working day. Any intervention carried out outside these hours must be accepted in advance by Crea Solution. An estimate will be drawn up, and in the event of an agreement between the two parties, this intervention will result in a separate invoicing based on the Crea Solution price list in force.

Supply of spare parts

Crea Solution will be able to supply, at the customer’s request and subject to availability of the material itself, the spare parts necessary for restarting. These parts will be invoiced to the customer at the list price in effect at the time of the intervention.