Master Services Agreement
VERSION 4
Last updated on: 4th March 2025
Effective from: 4th March 2025
This Master Services Agreement ("MSA") 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").
This MSA also works in conjunction with the Microsoft Services Agreement.
Please note that this MSA 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" – This MSA 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" – 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.
(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" – Electronic data or any other information submitted by the Customer to Webwire, excluding content from third-party applications, integrations.
1.7 "Database" – The underlying database that stores the Customer Data.
1.8 "Downtime" – The time there was an 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" – 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 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" – Broadly refers to issues in relation to the 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.
1.13 "Support Scope" – Shall have the meaning assigned to it in Section 2.1 of this Agreement.
1.14 "User" – 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 includes solving basic technical problems, investigating elevated issues, and addressing Bug & Service Requests (as mentioned in clause 2.5.1 of this Agreement).
2.1.3 The Scope of this Service Level Agreement includes:
- Issue Investigation: Examining the reported behavior of a feature when it is not exhibiting expected functionality.
- Bugfix: Fixing verified bugs based on severity and criticality, included in regular Release processes. Critical bugs may be resolved on a priority basis.
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" until Webwire assigns an Issue Priority.
2.2.3 Support tickets remain "Open" for thirty-one (31) days after Webwire's reply. If the Customer does not respond, the ticket is automatically "Closed."
2.3 Support Exclusions
The following services are beyond the Scope of this Agreement:
- Scenario Support – Mapping a user's specific business use case.
- Data Entry & Data Import – Webwire shall not enter customer data manually.
- Client Script & Print Format – Webwire does not provide support in code customization.
- Manual Data Sanitization – The Customer is responsible for managing its own data.
- User & Permission Management – Customers manage their users unless explicitly stated.
- Infrastructure Purchase – Webwire does not provide hardware or server purchases.
Webwire does not provide a support session of more than thirty (30) minutes. All support is via the Webwire Helpdesk. Telephonic Support is not available.
2.4 Support Hours
| Business Hours | Monday-Friday, 10:00 to 18:00 AWST |
|---|---|
| Support Email | support@webwire.com.au |
Weekend Support is available only for Critical issues via email. Emails received outside Business Hours will be queued and addressed the next business day.
2.5 Issue Priority
| Issue Type | Description |
|---|---|
| Critical Issues | System failure, server downtime. |
| Investigation | Poor system performance requiring investigation. |
| Bug | Incorrect feature behavior. |
| Service Requests | Major version upgrades. |
2.6 Support Resolution Time
| 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 |
Note: Actual resolution time may depend on external factors such as server availability. No penalties apply if resolution exceeds indicated times.
3. Release Process
3.1 Release Cycle
- Regular Releases: Minor updates every 3 months.
- Critical Releases: Issues tagged as Critical resolved within 24 business hours.
3.2 Deployment
If the Customer is on a Webwire Hosted Instance, deployments occur during off-peak hours. Critical issues are deployed immediately upon resolution.
4. Escalation Matrix
Customers shall raise a support ticket via the Webwire Helpdesk. If an issue remains unresolved, it can be escalated via support@webwire.com.au.