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The provided Service Level Agreement (SLA) and Disclaimer Policy are intended to define the quality, reliability, and security levels of the products supplied by Crea Solution to its clients. This Service Level Agreement is valid for the duration of the relationship between Crea Solution and the Client.<\/span><\/p>\n Subject of the SLA and Disclaimer Policy<\/strong><\/span><\/p>\n With this SLA, Crea Solution and the client agree on the service levels that Crea Solution will provide. This SLA will constitute an integral part of the contract between the parties.<\/span><\/p>\n Travel Costs<\/strong><\/span><\/p>\n All travel costs of Crea personnel to the client’s site or sites indicated by them will always and unquestionably be borne by the client.<\/span><\/p>\n Responsibility<\/strong><\/span><\/p>\n The Client commits to using software and hardware in accordance with the instructions provided by Crea Solution during training. Crea Solution is not liable for any damage resulting from the use or misuse of hardware, software, or any provided product. Crea Solution is also not responsible for any damage due to the installation, maintenance, or any software or hardware activity carried out by an unauthorized technician.<\/span><\/p>\n <\/p>\n The Client accepts the software “as is” at the time of purchase (as seen and tested during the demo), and any modifications or additional developments requested, such as developments, customizations, or integrations, will be billed as Software Projects.<\/span><\/p>\n Software Installation<\/strong><\/span><\/p>\n Crea Solution will offer assistance and support in the installation of software at an additional cost.<\/span><\/p>\n PC Compatibility Testing Support<\/strong><\/span><\/p>\n Upon request and for a fee, Crea Solution will perform intensive tests on the client’s PCs to verify compatibility with the programs. In any case, the PCs must meet the minimum requirements.<\/span><\/p>\n New Clients: Welcome Letter and Registration<\/strong><\/span><\/p>\n Upon signing and sending the purchase contract, the client is required to fill out the online form regarding customer registration (https:\/\/www.creasolution.it\/benvenuto-in-crea) with their own and the company’s data. Upon completion, they will receive a Welcome Letter, containing useful contacts and important information.<\/span><\/p>\n Warranty<\/strong><\/span><\/p>\n Software systems are not covered by any warranty, all major, minor, and bug-fixing release activities are covered by the optional software evolution contract.<\/span><\/p>\n Support and Software Evolution Services<\/strong><\/span><\/p>\n Software Evolution and Update Contract<\/strong><\/span><\/p>\n If the client does not have an active software evolution and update contract, they will still be entitled to receive minor and major releases produced or released by Crea Solution following a commercial offer (excluding system software such as operating systems or possible database licenses).<\/span><\/p>\n Support contracts are considered “per license”, and Crea Solution reserves the right to modify the rates in line with the increase in the ISTAT index.<\/span><\/p>\n If the client is paying for a software evolution and update contract for a specific license, they will have the right to receive minor and major software versions produced or released by Crea Solution related to that license (excluding system software such as operating systems or possible database licenses) within the period of the contract. Updates will be made available to the client via email or shared through a link. Normal technical installation services and possible training on new releases are not included. Such additional support services will be billed as per the listed rates. The Client is required to regularly access the creasolution.com website to check for the release of any new software versions.<\/span><\/p>\n Software Releases<\/strong><\/span><\/p>\n Crea Solution may publish news on its website regarding updated software versions. The executables of the software will be sent via email or shared through a link. Once the executable of the new version is downloaded, the client must contact Crea Solution via email at supporto@creasolution.it, or by calling +39 051 734777, to schedule a paid installation by the technicians.<\/span><\/p>\n Software Support Contracts<\/strong><\/span><\/p>\n Response and Intervention Times; Support Contract<\/strong><\/span><\/p>\n Clients without a software support contract can still contact the Crea Solution team via email at supporto@creasolution.it, or by calling +39 051 734777 from Monday to Friday (9:00-13:00 and 14:00-18:00). The Crea Solution team will evaluate the assistance request, which will be handled by a technician for a fee. The minimum billable time is always 1 (one) hour.<\/span><\/p>\n Support contracts are considered “per license”, and Crea Solution reserves the right to modify rates in line with the increase in the ISTAT index. Clients with an active software support contract are entitled to preferential handling of their assistance requests compared to clients without a support contract. Contact methods are the same as for clients without a contract. Crea Solution guarantees the proper functioning of its own software and, in case of anomalies, commits to restoring its functionality without additional charges. However, if anomalies are deemed “blocking” or “non-blocking” for the company’s operational processes, resolution times may vary. If a “blocking” error occurs, Crea commits to resuming operations as quickly as possible.<\/span><\/p>\n If the client does not have an active contract or is in default of payments, the aforementioned clause is not valid.<\/span><\/p>\n Response times are from the receipt of a request by the client until the Crea Solution specialist technician responds and starts the problem-solving process.<\/span><\/p>\n Intervention times are the periods within which Crea Solution will start a comprehensive problem-solving process (e.g., an alternative method, a software patch\/correction, or a specific implementation).<\/span><\/p>\n Only times within regular working hours (Monday to Friday, excluding holidays, from 9:00 to 13:00 and 14:00 to 18:00), or extended hours if agreed upon, will be considered. All services will be handled and completed by a Crea Solution professional, who will be the main contact and responsible for checking the success or proper outcome of the process with the client’s reference person. The service is considered completed at that point.<\/span><\/p>\n Types of Program Malfunctions<\/strong><\/span><\/p>\n The client will classify the malfunction category when reporting the problem to Crea Solution. The problem report will then be analyzed by a Crea Solution contact person. If colleagues agree on the classification of the malfunction type, the client’s classification will be applied if they can provide corresponding documentation.<\/span><\/p>\n The client commits to providing all reasonable support in managing the malfunction, including appointing a contact person for assistance during the verification\/execution of the malfunction. A remote access tool to the system must be made available, compatible with available resources and current technological status.<\/span><\/p>\n Response times:<\/strong><\/span><\/p>\n Intervention times:<\/strong><\/span><\/p>\n Note on times: Agreed times may not be guaranteed if it is found based on the problem report that the cause of the malfunction is outside the responsibility of Crea Solution (e.g., assignment of user permissions, Windows updates, client PC hardware problems, etc.), or if it is due to third-party systems\/programs (e.g., involving external servers). This also applies if the client’s contact person cannot be reached in a reasonable time.<\/span><\/p>\n Remote Desktop Sharing<\/strong><\/span><\/p>\n In certain cases, support will be provided using Crea Solution’s Remote Control Software. Crea Solution will provide a high-performance Internet connection for assistance purposes at no cost. The Client will be responsible for providing the required Internet connection at their premises. Only the normal costs for the Internet connection and any additional telecommunication costs will be incurred. Crea Solution will provide the Remote Control Software for free; support for installation and training on its use will be free for qualified users. The client’s remote desktop sharing tools can be used, and any additional work required by Crea Solution (maintenance times, installation, etc.) will be billed based on the work done. In case of failure of the client-specific tools, Crea Solution assumes no responsibility for any delays in response times.<\/span><\/p>\n VPN Connections<\/strong><\/span><\/p>\n In certain circumstances, it will be necessary to establish a VPN connection between Crea Solution and the Client. Crea Solution has suitable tools available for this purpose. The client’s VPN tools can also be used; any additional work required by Crea Solution (maintenance times, installation, etc.) will be billed based on the work performed. Experience has shown that certain VPN solutions provided by clients that disable local network connections make online support services practically impossible.<\/span><\/p>\n <\/p>\n The Client accepts the software “as is” at the time of purchase (as seen and tested during the demo), and any additional modifications or developments requested, such as developments, customizations, or integrations, will be billed as Software Projects.<\/span><\/p>\n Software Installation<\/strong><\/span><\/p>\n For an additional cost, Crea Solution will offer assistance and support in the installation of the software.<\/span><\/p>\n PC Compatibility Testing Support<\/strong><\/span><\/p>\n Upon request and for a fee, Crea Solution will conduct intensive tests on the client’s PCs to ensure compatibility with the programs. The PCs must meet the minimum requirements available here.<\/span><\/p>\n New Clients: Welcome Letter and Registration<\/strong><\/span><\/p>\n Upon signing and sending the purchase contract, the client must complete the online customer registration form (https:\/\/www.creasolution.it\/benvenuto-in-crea) with their personal and company details. Upon completion, they will receive a Welcome Letter containing useful contacts and important information.<\/span><\/p>\n Warranty<\/strong><\/span><\/p>\n Software systems are not covered by any warranty; all major, minor, and bug-fixing release activities are covered by the optional software evolution contract.<\/span><\/p>\n SQL Services \u2013 Optional<\/strong><\/span><\/p>\n Crea Solution professionals are experts in Microsoft SQL Server, as PLM databases frequently operate stably and efficiently on this type of Database server. We can offer remote maintenance, hotline service, and proactive system monitoring.<\/span><\/p>\n Infrastructure Optimization<\/strong><\/span><\/p>\n Is your infrastructure optimized for the solutions proposed by Crea Solution? Our specialists can check your servers and network system and, for a fee, support you in the optimization process.<\/span><\/p>\n Administrator Level Support<\/strong><\/span><\/p>\n All support and consulting work for the PLM administrator (developer license) for expert users (administrators) is generally provided for a fee.<\/span><\/p>\n Mutual Agreement for Further Function Development<\/strong><\/span><\/p>\n A mutual acceptance of further function development is required to ensure smooth and maintainable operation of the application, along with your developed functions. All changes must be accepted by Crea Solution (for a fee), and conversely, you must guarantee the quality of the changes Crea Solution will make to your individual environment (including agents, scripts, interfaces, add-ins, etc.). This mutual collaboration is the only way to ensure the best service for your activities.<\/span><\/p>\n Additional Consulting or Other Services<\/strong><\/span><\/p>\n At agreed times, the Client can receive additional consulting and other services (such as programming activities) as a preferred customer. These services are provided for a fee. Examples include:<\/span><\/p>\n General support for administrators and developers, including training and implementation advice, etc.<\/span><\/p>\n Conceptualization, modification, or troubleshooting of your custom application or configuration (e.g., database changes or form adaptations).<\/span><\/p>\n Conceptualization, consulting, implementation, and maintenance of individual interfaces, agents, scripts, and program functions.<\/span><\/p>\n Instruction and training in using specific parts of the program, interrelations, or software function behaviors that would typically be part of comprehensive training.<\/span><\/p>\n Guaranteed Response and Intervention Times; Support Contract<\/strong><\/span><\/p>\n Clients Without Support Contract<\/strong><\/span><\/p>\n Clients without a software support contract can still contact the Crea Solution team via email at supporto@creasolution.it, or by calling +39 051 734777 from Monday to Friday (9:00-13:00 and 14:00-18:00). The Crea Solution team will evaluate the assistance request, which will be handled by a technician for a fee.<\/span><\/p>\n The minimum billable will always be one (1) hour.<\/span><\/p>\n Clients With Active Support Contract<\/strong><\/span><\/p>\n Support contracts are considered “per license”, and Crea Solution reserves the right to modify the rates in line with the ISTAT index increase.<\/span><\/p>\n If the client has signed and is paying for a software support contract, they will have preferential handling of their assistance requests compared to clients without a support contract. Contact methods will be through email at supporto@creasolution.it, or by calling +39 051 734777 from Monday to Friday (9:00-13:00 and 14:00-18:00).<\/span><\/p>\n Crea Solution guarantees the proper functioning of its software, committing to restore functionality in case of anomalies without additional charges. However, the software may have anomalies that lengthen resolution times, and Crea reserves the right to decide if such anomalies can be considered “blocking” or “non-blocking” for the company’s operational processes. Crea commits to ensuring that in case of a “blocking” error, the company can resume operations as quickly as possible.<\/span><\/p>\n If the client does not have an active contract or is in default of payments, the aforementioned clause is not valid.<\/span><\/p>\n Response times are from the receipt of a request by the client until the Crea Solution specialist technician responds and starts the problem-solving process.<\/span><\/p>\n Intervention times are the periods within which Crea Solution will start a comprehensive problem-solving process (e.g., an alternative method, a software patch\/correction, or a specific implementation).<\/span><\/p>\n Only times within regular working hours, or extended hours if agreed upon, will be considered. All services will be handled and completed by a Crea Solution professional, who will be the main contact and responsible for checking the success or proper outcome of the process with the client’s reference<\/span><\/p>\n Types of Malfunctions:<\/strong><\/span><\/p>\n The Client classifies the malfunction category when reporting the problem to Crea Solution. The problem report will then be analyzed by a Crea Solution contact person. If colleagues agree on the malfunction classification, the classification reported by the client will be applied if they can provide the corresponding documentation. The Client commits to providing all reasonable support in managing the malfunction, including appointing a contact person for assistance during the verification\/execution of the malfunction. A remote access tool to the system must be made available, compatible with the available resources and current technological state.<\/span><\/p>\n Response Times:<\/strong><\/span><\/p>\nSERVICE LEVEL AGREEMENT SOFTWARE ON PREMISE CREA SOLUTION<\/span><\/h3>\n
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SERVICE LEVEL AGREEMENT SOFTWARE PLM (TEX DEFINE)<\/span><\/h3>\n
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