Valid Users definition
Valid Users means individual Users operating the Software under MKL’s License Agreement and who have been fully trained in the Software Provided that all valid invoices due to MKL are paid Maintenance and Support services entitle the Customer’s Valid Users to following: for direct Users of the Software including: Email support for questions and queries relating to the ongoing use of the Software Telephone support for the ongoing use of the Software Webex support to assist with the ongoing use of the Software Technical Support including: Assistance with the resolution of technical (non functional) queries and questions regarding MKinsight’s application architecture Provision of Technical documentation relating to software installation and upgrade procedures The provision of all Service Packs provided to MKL’s Customer Base on a periodic basis Assistance with the identification and resolution of Software errors Periodic Technical Bulletins Software Upgrades including: All new Versions of the Software All new Service Packs for current Versions of the Software Technical support documentation Support Environments including: Full access to all published on-line flash video and documentation based training materials Full access to any available User Forums administered by MKL User Manuals including: Detailed Video manuals covering all aspects of functionality New Version notifications detailing upcoming functionality Categorisation Of, And Response To, Reported Faults includes: An initial categorisation of any reported faults in the following way: CATEGORY DESCRIPTION Critical All users are unable to use critical system functionality One or more users are unable to use critical functionality or all users are unable to use significant functionality High Medium One or more users are unable to use significant functionality or all users are unable to use minor functionality Low One or more users are unable to use minor functionality When dealing with any faults categorised in this way MKL aims to respond based on the following Service Levels: CATEGORY RESPONSE TIME ESCALATION Critical Within 1 hour Within 2 hours High Within 1.5 hour Within 3 hours Medium Within 2 hours Within 1 day Low Within 4 hours Within 5 days MKL’s aim is to provide excellence in support for all Customers. In targeting these Service Levels MKL does not warrant that these Service Levels will be achieved every time – technical support is provided directly by MKL’s dedicate...