Master Services Agreement
VERSION 3
Last updated on: 1st November 2024
Effective from: 1st November 2024
This Service Level Agreement ("SLA") documents and governs the agreed provisions of Service Terms of Support provided by Webwire, Support Scope, Exclusions, Release and Deployment schedule and is executed between Webwire Pty Ltd ("Webwire", "We", "Us" or "Our") and the Customer("You", "Your" or "Customer").
Please note that this SLA only applies to Support Services provided to small businesses who have subscribed to accept Support from Webwire only.
Please read the contents of this document carefully before using any of Our Services.
Definitions
1.1* "Agreement" means this SLA describes the support policy of Webwire and shall apply to all Customers who have subscribed to accept Support from Webwire only.
1.2 "Business Days" means a day other than a Saturday, Sunday, or public holiday in the state or territory where the Service is being provided by Webwire.
1.3 "Business Hours":- 10:00 to 18:00 Australian Western Standard Time ("AWST") (Monday-Friday)
1.4 Certified Partners:- The partners who have officially been listed as Certified Partners with Webwire.
1.5 "Customer" shall mean:(i) in case an individual accepts this Agreement on behalf of himself/herself, then such individual and has a separate service agreement with any of our Certified Partners; and (ii) in case an individual accepts this Agreement on behalf of a company, organization, or other entity (whether or not it is registered or incorporated), such company, organization or other entity and has a separate service agreement with any of our Certified Partners.
1.6 "Customer Data" means electronic data or any other information submitted by the Customer to Webwire, excluding content from third-party applications, integrations.
1.7 "Database" means the underlying database that stores the Customer Data.
1.8 "Downtime" means the time there was the unavailability of an ERPNext account due to maintenance activity at our end. It may occur due to a breakdown at the server's end since Webwire may host with Third Parties.
1.9 “Webwire Consultants” refers to the Consultants who are representatives of Webwire.
1.10 "Issue" means a support ticket that has been raised by a Customer or an Authorized User for reporting an incident or requesting service requests.
1.11 “Level 1 Support Services” shall be according to the Agreement with the certified partner of Webwire and Webwire shall not hold any liability to provide Level 1 Support Services to the Customer directly. The scope of the level 1 Support Services shall be defined by the certified partner (if provided) or the Webwire Service Level Agreement LINK HERE to the Customer.
1.12. “Level 2 Support Services” shall broadly refer to issues in relation to Core ERPNext Module or feature which can be replicated on our test instance. Further, the definition of Level 2 Support Services shall be included according to Section 2.1.2 of this Agreement.
1.11 "Support Scope" shall have the meaning assigned to it in Section 2.1 of this Agreement.
1.12 "User" means any individual to whom the customer grants access for accessing any of Webwire Accounts.
Service Levels
2.1. Support Scope:-
2.1.1 Webwire shall be responsible for providing all Level 2 Support Services to the Customer.
2.1.2 Level 2 Support Services is a more in-depth technical support level than Level 1. It is synonymous with level 2 support, support line 2, administrative level support, and various other headings denoting advanced technical troubleshooting and analysis methods, such as solving basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues and includes Bug & service requests (as mentioned in clause 2.5.1 of this Agreement) under the Service Level Agreement. Level 2 support also includes support in relation to Product issues or Product warranty and shall exclude feature requests.
2.1.3 The Scope of this Service Level Agreement shall include that Webwire shall be providing Level 2 Support Services which includes Product issue and Product warranty to the Customer and which also includes the following:- - Issue Investigation: Issue Investigation refers to examining the reported behavior of a feature when it is not exhibiting expected functionality. All issues shall be replicable and the Customer shall support Webwire in replicating the issue in a non-production environment. - Bugfix: Bug fix refers to fixing of verified bugs after Investigation. Bugs will be fixed based on severity and criticality and which are included in our regular Release process. In cases of Critical bugs, they may be resolved on a priority basis and released immediately.
2.2 Support Process, Creation of Support Tickets
2.2.1 Customers can avail of Level 2 Support Services by raising a support ticket from their ERPNext Instance via the dedicated Webwire Helpdesk. The Helpdesk is located HERE.
2.2.2 All Support tickets raised by the Customer shall be classified as "Unclassified". Webwire shall classify such Support Tickets according to Section 2.4 of this Agreement. The Customer shall be notified at a reasonable time by Webwire about the Issue Priority of the Support ticket raised by the Customer. If the Support Request qualifies for a Level 1 Support Service, Webwire shall request the Customer to redirect the request to the Certified Partner who has onboarded the customer and signed a service agreement.
2.2.3 Support tickets generated by the Customer shall remain "Open" for thirty-one (31) days from the date of reply of the Support Ticket by Webwire. The Support tickets after thirty-one (31) days shall be automatically "Closed" if the Customer does not reply against the Support Ticket.
2.3 Support Exclusions
The following Services are not included in Support and are exclusively beyond the Scope of this Agreement. These Support Services include:
Scenario support: Scenario Support shall refer to Mapping User's specific business use-case.
Data Entry & Data Import:- Webwire shall not be responsible for physically or electronically entering customer data into the database or/and importing data from Customer's legacy database or storage.
Client Script & Print Format:- Webwire shall not provide support in code customization to the Customers or/and provide amendments to the Print format.
Manual Data Sanitization:- Webwire shall not provide support for sorting or filtering of data of the Customer. The Customer is solely responsible for managing its own data.
User Management & Permission Management:- Customer shall be solely responsible for its User & Permission Management unless explicitly stated.
Infrastructure Purchase:- Webwire shall not provide any type of Infrastructure purchase to the Customer such as, but not limited to, server or any other type of hardwareunless explicitly stated.
Webwire shall not provide a query session each of more than thirty (30) minutes. Webwire shall provide all support through the Webwire Helpdesk. Telephonic Support shall not be provided by Webwire to any Customer.
2.4 Support Hours
The Support hours are calculated under Australian Western Standard Time ("AWST"). The coverage parameters specific to the service(s) covered in this Agreement are as follows:
Business Hours: Monday-Friday, 10:00 to 18:00 AWST
Support Email: support@webwire.com.au
The Email Support shall be only available on weekends (Saturday, Sunday) in case the Webwire Helpdesk is not accessible. Weekend Support shall only be available to Customer only on Critical issues. Emails received outside the Business hours will be queued and we will try to ensure solving the issue the same or next business day.
Support Levels
The criteria of each level of Issue Priority shall be as per the following sequence. Each support issue will be classified based on the criticality and impact of Webwire.
2.5.1 Issue Priority
| Issue Type | Issues Description |
|---|---|
| Critical Issues | System is inoperable / not functioning, Impact threatening productivity, Server Failure, Network down for the whole Office. |
| Investigation | The system is operational but performance is very poor and which requires further investigation of the issue. |
| Bug | The system is operational but the behavior of a specific feature or module is incorrect, Error Reports reported by User are automatically tagged as Bug. |
| Service Requests | When a Customer reports a service request like a major version upgrade |
2.6. Support Resolution Time
For the above Issue Types, the response and resolution times are as specified below.
| Issue Priority | Response Time | Resolution Time |
|---|---|---|
| Unclassified | 2 hours | 4 hours |
| Critical issue | 2 hours | 4 hours |
| Functional issue | 2 hours | 16 hours |
| Investigation | 3 hours | 16 hours |
| Bug | 2 hours | Next Planned Release |
| Service Request | 2 hours | 32 hours |
These hours are subject to:
- The matrix shown above is for defined Business Hours.
- The response and resolution time are indicative and not final. Actual resolution may depend on factors that may be out of control such as unavailability of server etc.
- Webwire does not accept any penalty if these support requests are not resolved within the indicative times.
- Fixing is subject to the Release Process as mentioned under Section 5 of this Agreement. These levels and support hours may change based on the continuous improvement of our services.
Release Process
3.1 Release Cycle
Webwire ensures that security fixes, bug fixes, upgrades, feature enhancements are deployed and released timely. Following is the release process:
- Regular Releases: Minor version releases for resolution of the bug fixes, new features, enhancement of existing features will be deployed once every three months. Issues tagged as Bug, Service Request, Discomfort are fixed/released in the said period.
- Critical Releases: To ensure that there is no compromise on customer experience, Webwire will resolve Issues tagged as Critical within 24 business hours.
3.2 Deployment
Deployment of release will be done based on the deploy mechanism that is set up. If the Customer is on Webwire Hosted Instance, the deployment is done in off-peak hours and primarily there is reasonable minimum downtime. For critical issues, deployment will be done as soon as the issue has been resolved and the release has been cleared for release.
Escalation Matrix
To report an Issue, Customers shall raise a support ticket by visiting the Websire Helpdesk. In case, the issue has not been resolved according to the SLA Agreement, the issue can be escalated by reporting it via support@webwire.com.au.