This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between PiF Technologies, the Service Provider and the Customer for the provisioning of IT services required to support and sustain the DocStar Document Imaging & Electronic Filing System, Artsyl Advanced Capture, Frevvo web forms and RatchetSoft.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. Changes are recorded in the Amendments section of this Agreement and are effective upon mutual endorsement by the primary stakeholders. This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders.
This Agreement is valid from the Effective Date noted on the PiF invoice and is valid until the Date of Termination, typically one contract year from system purchase or last expired contract. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
Included in the Annual Maintenance & Support Contract are the following services. PiF has three types of maintenance and support plans as outlined below. The PiF plan type is noted on the PiF Invoice to the Customer.
1) “E-Care” – Basic Plan
2) SNP – Service No Parts
3) Platinum Support
6) Artsyl/Ancora/Docstar IDC/Advanced Capture
7) PIF Cloud
8) Frevvo Web Forms
○ S1 (Critical) – conditions are defined as problems that impact the Customer’s operation to the point where the Service is unavailable or unusable, or the Service causes a complete system failure.
○ S2 (Important) – conditions are defined as problems that adversely impact the Customer’s operation, but the Service and the products with which it is intended to interoperate remain operational and usable for their primary functions.
○ S3 (Normal) – conditions are defined as normal problems that can be worked around with no loss of material functionality and limited impact to the Customer, and routine technical questions and requests for information on product capabilities.
As agreed by both parties, the Annual Maintenance & Support Contract will be based on a percentage of the acquisition cost annually following the first (12 months) from the date of the execution of the Agreement.
Customer responsibilities and/or requirements in support of this Agreement include:
Service Provider responsibilities and/or requirements in support of this Agreement include:
Assumptions related to in-scope services and/or components include:
Effective support of in-scope services is a result of maintaining consistent service levels. This includes all PiF hardware and software deployed at all Customer locations. The following sections provide relevant details on service availability, monitoring, measurement and reporting of in-scope services and related components.
Coverage parameters specific to the service(s) covered by this Agreement are as follows:
8:30 A.M. to 5:00 P.M. U.S. Eastern Time
Monday – Friday
A customer is provided with one site admin account. The account is used to set up new users/groups, reset passwords, IP restrictions, usage data and performance, content types, workflows and just about any system based setting. It is the responsibility of the customer to provide all user admin functions.
A customer is able to set up an infinite number of user accounts to access DocStar either in independent Docstar, SAML or LDAP authentication mode, Number of concurrent users is governed by each customer’s contract.
s to DocStar is through single authentication point of a username and password. The first factor is a user ID password pair. The User password should be the business email of the customer, The password is comprised of a 10 character combination of upper, lower, numeric and special characters.
By default the PIF cloud contracts are 12 month terms and are evergreen (auto renew the following year). Customer must provide 30 days written notice before contract expiration date to waive the current year AWS hosting or subscription fees.Otherwise customer must pay full year AWS hosting or subscription fees.
If the customer selects to terminate the contract, a fee to export the data and documents will be accessed by the amount of storage. Customer will receive the data and documents on an encrypted external hard drive.
If the customer does not notify PIF and fails the pay the AWS hosting or subscription fees 45 days after contract expiration, PIF will lock the Docstar tenant so no access is permitted. After 180 days from the contract expiration, data will be deleted.
Definition: The process of managing unexpected operational events with the objective of returning service to customers as rapidly as possible.
Tool Requirements: All requests for service must be submitted to PiF Technologies at 1-888-934-4443 or email@example.com. All incidents are logged and linked to the customer record. PiF Technologies maintains a database of fixes for common and known issues. We also use the hosted application http://pifhelp.com for remote access problem resolution. This does require that the DocStar server have internet connectivity available and at no time does PiF Technologies have the ability to gain access to the DocStar server without the consent of the customer.
PiF Technologies has an escalation process for determining the dispatching of on-site service calls should an incident fail to be resolved remotely. Customers with a maintenance agreement always take precedence over those customers that have opted out.
The following is the escalation hierarchy with incidents defined as critical having the highest priority for onsite scheduling:
Critical: A DocStar related incidents having a high or global impact in a production environment such that data access is nonexistent or an incident such that the aforementioned is a high probability (e.g. No power on the DocStar server or network connectivity does not exist). In the event of a critical failure of hardware / software covered under a PiF Maintenance Agreement, PiF will supply “failed” hardware at no cost to Customer. In the event of a catastrophic failure (e.g., fire or a building deteriorating event), provided appropriate back-up media is supplied by Customer, Customer will procure and PiF will supply, the necessary hardware (server/scanners). Once the necessary hardware and software is deployed, PiF will have the ability to rebuild and restore your DocStar. A Technician can be made available after normal business hours for a “Critical” failure only. A charge may apply. (See Service Pricing for details)
Normal: A DocStar related incident having a limited impact. Overall DocStar usage is not impacted and solution integrity is not questioned (A single user is having an issue with the DocStar application, functionality or a scanner that is intermittently jamming or double feeding). An incident with this classification is scheduled for the next day.
Low: A DocStar related incident not having a noticeable impact on system usage (request for preventative maintenance on a scanner). These incidents are scheduled within three days.
Tool Link(s): http://pifhelp.com
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