ABTIO Solutions

Subscription Maintenance for GT eForms

ABTIO Subscription Maintenance for GT eForms enables ABTIO to help clients with support and ongoing maintenance of their Subscription Software by providing some or all of the following maintenance benefits: technical support, new version software, fixes, patches, software updates, and beta programs (“Maintenance”). ABTIO reserves the right to effect changes in its offerings as defined within this document. ABTIO will provide thirty (30) days’ prior notice of any material alterations.

1. Definitions

 

The terms used are defined as follows:

    1. Account Number means a unique number created by Gideon Taylor to identify each Client and which will be included on a service ticket.
    2. Correction means a modification to the Software to resolve an error.
    3. Derivative Works means any derivative works or modifications (including, but not limited to Solutions created with the Software base products, enhancements to Solutions, and any additional functionality) of the Software.
    4. Documentation means any user manuals and other documentation (including any online or electronic documentation) provided by Gideon Taylor to Client along with the GT Software. “Documentation” does not include the Software License Agreement, invoices, or any other documents establishing the relationship of the Parties or relating to payment for services.
    5. Solution means any application, interface, or integration developed using the Software, including but not limited to electronic form applications created with eForms Software to automate business processes, user interface enhancements developed with WebUX Software, and features designed to improve the Course Search user experience.
    6. Fix means a single fix that is critical to Client (e.g., causing production to stop). Gideon Taylor will incorporate Fixes into subsequent service packs. Fixes do not add new functionality.
    7. GT Software or Software means the GT Software, a bolt-on electronic tool set that operates with a PeopleSoft Application Suite and provides a framework for enhancing the user experience, developing electronic forms, and creating workflow solutions. For this Maintenance Agreement, “Software” does not include Derivative Works and excludes the GT Ida AI Software as a Service product.
    8. Installation Date means the date upon which installation of the Software is completed and, if installed or configured pursuant to a Statement of Work, the date upon which Client has accepted such Services under the corresponding Statement of Work.
    9. Client means the organization to which the Software is licensed.
    10. Maintenance Services means Services provided for the maintenance and support of the Software.
    11. Patch means a single fix or a set of related fixes that will apply to multiple Gideon Taylor customers. Once a Patch is released, it will be incorporated into a subsequent service pack release. Gideon Taylor conducts limited testing on Patches before providing them to customers. Patches do not add new functionality.
    12. Software Updates means a collection of files that enhance or correct the Software, and which will be available for Client to download during the Maintenance term.
    13. Technical Support Incident or Incident means the Gideon Taylor record that contains technical notes and documentation of all related interactions between Client and Gideon Taylor Support Services for a given technical issue. Depending on how the request was initiated, Gideon Taylor will provide verbal, email, or online confirmation of the Technical Support Incident creation. The Technical Support Incident will be given a unique identification number for reference and tracking.

2. Support Requirements

 

    1. Notification of Error. When an Incident occurs, Client shall log a ticket be emailing [email protected] and supplying all of the information requested by ABTIO (Incident Ticket). If Client fails to provide all requested information on the Incident Report, it may require additional time beyond the targets set forth in the Service Level Response Targets for ABTIO to correct the problem
    2. Updates and support patches are tested for the most recent feature release (e.g. x.1, x.2). There are situations where the maintenance-covered resolution to a reported problem is to upgrade to the most recent minor release. If a client does not wish to upgrade, ABTIO will retrofit patches for the client’s version on an hourly cost basis at current consulting rates.
    3. In order for ABTIO to provide an optimal support experience, there are certain basic requirements as follows:
      1. Access to Client Functional resource(s) that will assist with environment navigation, issue recreation, testing, and end user discussions.
      2. Access to Client Technical resource(s) that will assist with environment navigation, development, unit testing, and migrations.
      3. Single Point of Contact, and a backup contact, identified to request support resources.
    4. Additionally, the Client may need from time-to-time premium support requests. These premium requests may require additional charges. For example, the Client might need:
      1. Assistance outside business hours.
      2. ABTIO personnel to perform direct work in the environment. If this is the case, the following may be required:
        1. Remote network access.
        2. DEV PeopleSoft PIA with administrative permissions to GT Software setup tables and applications.
        3. DEV PeopleSoft Application Designer.
        4. DEV SQL access to PS and GT objects and data.
        5. DEV test userids that represent each level of access applicable to the Solution being worked with.

3. Exclusions

 

The following items are not included in Annual Maintenance fees:

    1. Training of any kind.
    2. Mentoring Client resources on the use of the product.
    3. Assistance with Derivative Works or Solutions creation.
    4. Troubleshooting Solutions related to the Configuration or Custom Code.

4. Maintenance and Product Support Services

 

Maintenance Services provided by ABTIO will consist of:

    1. Technical Support. Unlimited Tier 2 and Tier 3 consultation via telephone, email and online services, available during standard business hours (8:00 AM to 5:00 PM Mountain Time (U.S.), Monday through Friday, excluding holidays), regarding the installation, use and troubleshooting of the Software.
    2. Requests. ABTIO will provide the Client’s contact(s) with a ticket number for each unique service request. All requests for technical support must contain detailed information about the technical issue. NOTE: Client contact must have access to a test environment that replicates the Software production environment. Contact must be prepared to provide as much of the following information as possible:
      1. Client Account Number
      2. Phone number and e-mail address where Client contact can be reached
      3. Version of the Software in use
      4. Version of PeopleSoft application and PeopleTools in use
      5. Description of what Client was doing when the problem occurred
      6. The exact wording of any error messages that appear on the screen
      7. Any steps taken to resolve the problem
    3. Service Level Responses. Service level responses to Technical Support Incidents as outlined in Service Level Definitions and Response Targets section below.
    4. PeopleTools Compatibility. Each release of the Software will be compatible with one version prior to the current PeopleTools release, for example if the current release is 8.60, 8.59 or higher will be supported as compatible. ABTIO will provide any patches or fixes required for compatibility within six (6) months of a new PeopleTools minor release.
    5. Online Resources. Online support tools available via the Client portal, including technical articles, updated product documentation, and technology announcements.
    6. Notifications of Updates. Notification of any and all Corrections and Software Updates when they are made generally available. Client may choose to install any Corrections or Software Updates at their discretion.
    7. Maintenance Credits (WITH ENTERPRISE SUBSCRIPTION ONLY). Formerly known as Solution Services Credits. These credits are included with the Enterprise Subscription each year and can be applied to any hourly services, including mentoring, advanced training, and consulting services. Unused credits expire at the end of the respective Subscription Term. Note that these credits cannot be used on discounted rates or fixed bid project work.

5. Limitation on Maintenance Service Obligations

 

Notwithstanding anything to the contrary contained in any Agreements, ABTIO shall not be obligated to provide Maintenance Services if any of the following situations occur:

    1. Client or a third party has altered or modified any portion of the Systems without the approval of ABTIO.
    2. Client has not installed or used the Software in accordance with instructions provided by ABTIO, including, but not limited to, implementation procedures.
    3. Client has failed to replace earlier versions of the Software with upgrades provided by ABTIO or has failed to install any patches or bug fixes provided by ABTIO.
    4. A party other than ABTIO, or an authorized representative of ABTIO, has serviced the Software and the Software no longer conforms to ABTIO published specifications.
    5. Client is not in material compliance with its obligations contained in the terms of any applicable SOW or the terms of any relevant agreement between ABTIO and Client.
    6. The Incident pertains to a service provided by, or the performance relates to, Oracle PeopleSoft, Oracle Digital Assistant, or other Third-party Software or Service; ABTIO will work with Oracle to log an incident and resolve, but the Service Level Response Targets will follow the Third-party’s published targets.

Service Level Definitions

 

ABTIO desires to meet our clients’ needs in supporting our applications in their environments. Part of that support effort is to provide answers to ongoing questions and issues for the life of the Software. This document will outline the definition of the Service Levels that will be part of any on-going support offering.

Client shall assign a level to each Incident as part of its initial Incident report to ABTIO, but ABTIO may reclassify the Incident to a lower or higher level if, after review, ABTIO resources in good faith determine Client’s initial classification does not accurately reflect the severity and type of the Incident. All Incidents are considered Level Four Incidents unless Client or ABTIO justifies a higher classification inside the Incident Ticket.

(A) Level One Incident (Critical): A situation where the software or hosted system is down for all users. Down includes situations where data cannot be saved and in Client’s reasonable judgment it is related to supported products/services.

(B) Level Two Incident (Major): A situation where both ABTIO and Client consider the impact to have a serious effect on more than 10% of total users where no work-around or temporary measure can be deployed.

(C) Level Three Incident (Minor): A situation where ABTIO and Client consider the impact to be less than the impact of a Level Two Incident, where the population impacted by the Error is less than 10% of total users, or where the issue has a temporary work-around or process change.

(D) Level Four Incident (Standard): All problems reported by Client, regardless of severity, for which Client has not requested a specific response level.

Production Support Service Levels

 

These levels apply to applications that are actively supported within the client’s production environment.

Production Down — Critical (Level 1)

The Software supporting production business processes is not usable in any way, and no workaround is immediately available.

  • All or a substantial portion of critical business processes cannot be performed due to the error.
  • A majority of users are unable to perform their primary job function due to failure of the Software.

Level 1 support requires the client to have dedicated resources available to work on the issue on an ongoing basis with ABTIO resources until the resolution is implemented.

Production Severely Impacted — Major (Level 2)

The business process functionality that the Software was designed to automate is severely diminished.

  • Operations can continue in a restricted fashion, although long-term productivity might be adversely affected.
  • A major milestone is at risk. Ongoing and incremental rollouts are affected.
  • A temporary workaround is available.
  • Most users of the Software are able to perform their duties; however, a large number of users cannot perform their primary job function due to the Software outage.

Functionality Defect/Issue — Minor (Level 3)

Partial, non-critical loss of functionality of the software or the software does not meet the specifications as designed, but in general the business process can be accomplished.

  • Impaired operations of some components but the user may continue to use the software.
  • Minor defects that do not meet specifications, but the software accomplishes the mission it was designed for.
  • A small number of users are unable to perform a non-critical portion of the job functions.

Usage Issues — Standard Request (Level 4)

These issues do not involve the loss of any functionality of the Software as it was originally designed or implemented. However, resolutions to these issues will enhance the client’s ability to use or support the Software long term. Additionally, Level 4 includes any Incident that requires Premium Support funding and no funding is available.

  • User Interface modifications or other cosmetic issues.
  • Training.
  • Application How-To questions.
  • Enhancements or modifications to the Software that were not in the original implementation.

Development Support Service Levels

 

These levels apply to applications or enhancements to existing applications that are in the process of being developed by client resources.

Development Progress Impossible — Critical (Level 1)

An issue blocking the ability to continue testing or developing the Software, critical deadlines are in danger, and no workaround is immediately available.

  • Development of a key Software feature required for the new Solution or Derivative Work is not functioning.
  • All or a substantial portion of critical development cannot be performed due to the error.
  • Critical deadlines are in danger of not being hit.
  • Limited testing or development resources are waiting for a resolution.

Level 1 support requires the client to have dedicated resources available to work on the issue on an ongoing basis with ABTIO resources until the resolution is implemented.

Development Severely Impacted — Major (Level 2)

The development of the scoped Software functionality is severely affected.

  • Functionality of a key Software feature required for the new Solution creation is not working or the ability to perform is greatly reduced.
  • Development can continue in a restricted fashion, although long-term Software completion might be adversely affected.
  • A major milestone is at risk. Move to production or testing is adversely affected.
  • A temporary workaround is available.

Development Functionality Defect/Issue — Minor (Level 3)

Partial, non-critical loss of functionality of the Software or the Software does not meet the specifications as designed, but in general the new process/Solution/feature can be developed.

  • Impaired operations of some components but the developer can continue creating the new Solution or Derivative Work.
  • Minor defects that do not meet specifications, but development can accomplish the functionality desired.

Usage Issues — Standard Request (Level 4)

These issues do not involve the loss of any functionality of the Software as it was originally designed or implemented. However, resolutions to these issues will enhance the client’s ability to develop or add Solution functionality long term.

  • User Interface modifications or other cosmetic issues.
  • Training.
  • Development How-To questions.
  • Enhancements or modifications to the Software that were not in the original design or implementation.

Service Level Response Targets

 

ABTIO desires to meet our clients’ needs in supporting our applications in their environments. Part of that offering is providing answers to ongoing questions and issues for the life of the Software. The severity of the problem and the service levels of the support program that apply to the issue determine the speed and method of our response targets. Note that these Targets only apply to issues that are within the scope of the signed Maintenance agreement and do not apply to general questions or technical questions not covered within the scope of the agreement.

Business Hours

North America

  • Standard business hours are Mon — Fri, 6 a.m. to 6 p.m. (Mountain Time U.S.), excluding U.S. Federal Holidays.

Sud America

  • Standard business hours are Mon — Fri, 9 a.m. to 6 p.m. (GMT-3), excluding Federal Holidays.

Europe

  • Standard business hours are Mon — Fri, 8 a.m. to 6 p.m. (CET – Central European Time), excluding EU Holidays.

Service Level Agreements by Offering

 

Following are the response times for providing the initial response:

  • 4-hr response for tickets classified as Critical.
  • 1-day response for tickets classified as Major.
  • 2-day response for tickets classified as Minor (including general support queries).
  • Standard tickets will be responded to in no less than 1 week.

ABTIO will provide a Correction or workaround (each, a “Fix”) according to the following schedule:

  • 5-day resolution for 80% of tickets classified as Critical.
  • 10-day resolution for 80% of tickets classified as Major.
  • 30-day resolution for 80% of tickets classified as Minor.

ABTIO will evaluate SLA performance each year. Based on the degree to which the above metrics are not met, Client will receive up to a 10% discount toward the following year’s Subscription Fees or the equivalent amount of Maintenance credits.