Common use of COVERED ITEMS Clause in Contracts

COVERED ITEMS. The following services, relating to the product, are covered by this Agreement; ● SmartTHING will fix any bugs in the software provided that we are supplied with enough information to reproduce the issues. ● SmartTHING will host a remote desktop support call to help the client and to determine the nature of the problem -- bug, feature request, or whether there is a suitable workaround. ● Timescales will depend on the severity of the bug and availability of the team. Timescale will be agreed with the client once the problem has been analysed. Example timescales are included in this document. ● Caveats: ○ The final decision on whether an issue is a bug or a development request will be solely the decision of SmartTHING. ○ It may not be technically possible to correct all issues. ○ Up to one day, in total, of development and diagnosis work is included in the agreement. ○ If the client wants to expedite delivery of bugs, feature enhancements or other items we can provide estimates for this. ○ Issues should be logged individually with the helpdesk (▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇.▇▇▇) and a note made of any relation to problems/issues that have already been raised. ○ A maintenance agreement will be required for each customisation or product we have delivered to the client unless otherwise agreed. ○ This agreement does not cover revisions to our products that are required due to an upgrade of the core related product i.e. Raiser’s Edge upgrades, or NetCommunity upgrades. ○ Any work outside of this agreement requires the client and SmartTHING to agree a package of work. This work will be chargeable to the client at 80% of the SmartTHING consultancy rate at that time. If the work has not been booked in with the SmartTHING team in advance i.e. requires urgent attention, then an additional surcharge of 50% will be applied.