General terms and conditions of BTC service agreements

Reliable IT support for business and the public sector.

Maintenance services

The purpose of Software Maintenance Services is to ensure Software updates (technical assistance) and uninterrupted operation of the Software (SLA services), as well as to ensure the provision of other services to support the use of the Software.
The standard duration of the SLA service is 12 months from the date of purchase.
Software Maintenance Services include:
1. technical assistance,
2. Provision of SLA services, under which it is implemented:
  1. handling requests for:
    1. Responding to bug reports within a specified response time;
    2. making an analysis of the causes of errors;
    3. Providing workarounds for errors that occur due to third-party software causes;
    4. Providing workarounds for errors occurring due to the contracting authority’s infrastructure;
    5. debugging during repair;
    6. Fixing errors occurring due to third-party software – once the appropriate update is made available by the manufacturer of this software and obtained – at the time of repair;
  2. ensure the availability of the Software.

Technical assistance

Continuous improvement and innovation Software:
1. Providing new versions of the software (within the edition version) and tools and procedures for upgrades,
2. Providing software patches,
3. Correction packages to adapt the existing range of software functions to revised legal and regulatory requirements,
4. Technology upgrades to support new versions of operating systems and databases,
5. Software change management, including reconfiguration, reinstallation (e.g., moving the system to another hardware platform),
6. Software updates are performed fully automatically using an update platform (update server),
7. content, tools and process descriptions of the Software documented in the relevant documentation.
Other support services:
1. access to documentation and description of software changes on the Contractor’s website. This content includes the following:
  1. One-stop solution support: help optimize end-to-end software support,
  2. Assistance in software management, business process support and administration,
2. Participation in a community of business partners and customers, providing information on best business practices, offerings, services, etc.

SLA services

The channel for the provision of the service is email, through which an error report can be made at any time.
In the event that the Contractor launches an infrastructure dedicated to handling requests, the service delivery channel will be this infrastructure. All people involved in the bug resolution process will be able to access the status of the bug at any time.
In exceptional situations, the Ordering Party has the right to contact the Contractor’s specialists by telephone.
SLAs for service levels in relation to response times:

SLA STANDARD 5 / 8-16

Error Category / Priority	Response time*	Time to repair or bypass the error*
Critical / very higherror – preventing the use of the software or blocking the execution of the customer’s key business processes (immobilization or suspension of the system, significant disruption of work for at least 10% of the users of the Software) and requiring the fastest possible repair or workaround	4 working hours	12 hours
standard / higherror – affecting the functionality and convenience of the software, but not blocking the basic tasks of users (reduced work efficiency, lack of availability of some data)	16 working hours	7 working days
Incident/other – malfunctioning of the system, but in a form that completely does not affect the work of users	1 working day	14 working days
Consultation – the time of the software provider devoted to communication with the User, support, advice, instructions	5 working days	–
Development – any work not related to bug fixing, but, for example, modification of the software	20 working days	–

SLA STANDARD 5 / 8-23

Error Category / Priority	*Response time on working days 8.00-23.00**	*Repair time on working days 8.00-23.00**
Critical / very higherror – preventing the use of the software or blocking the implementation of key business processes of the customer (immobilization or suspension of the system, significant disruption of work for at least 10% of users of the Software) and requiring the fastest possible repair or workaround	4 business hours	8 hours
standard / higherror – affecting the functionality and convenience of the software, but not blocking the basic tasks of users (reduced work efficiency, lack of availability of some data)	16 working hours	7 working days
Incident/other – malfunctioning of the system, but in a form that completely does not affect the work of users	1 working day	14 working days
Consultation – the time of the software provider devoted to communication with the User, support, advice, instructions	5 working days	–
Development – any work not related to bug fixing, but, for example, modification of the software	20 working days	–

SLA STANDARD 7 / 8-23

Error Category / Priority	*Response time 8.00-23.00**	*Repair time on weekdays 8.00-23.00**	*Repair time on non-working days 8.00-23.00**
Critical / very higherror – preventing the use of the software or blocking the execution of the customer’s key business processes (immobilization or suspension of the system, significant disruption of work for at least 10% of the users of the Software) and requiring the fastest possible repair or workaround	4 working hours	8 hours	8 hours
standard / higherror – affecting the functionality and convenience of the software, but not blocking the basic tasks of users (reduced work efficiency, lack of availability of some data)	16 working hours	7 working days	7 working days
Incident/other – malfunctioning of the system, but in a form that completely does not affect the work of users	1 working day	14 working days	14 working days
Consultation – the time of the software provider devoted to communication with the User, support, advice, instructions	5 working days	–	–
Development – any work not related to bug fixing, but, for example, modification of the software	20 working days	–	–

Definitions:

Response time – the time elapsed from the time the error was reported until corrective action was taken.

Repair time – the time elapsed from the time the error was reported until the repair was made.

Working days – statutory working days.

Hours of operation – business hours – 8:00 am – 4:00 pm.

Repair – restoration of full functionality of the software.

Error resolution – the effect of the ongoing maintenance work, which removes the cause of the error and restores the full functionality of the software as specified in the documentation.

Error workaround – temporary restoration of software functionality, not completely eliminating the cause of the error but allowing the software to function.

Bug report

Compliance with the terms and conditions of this procedure is required for applications to be effective.

1. The following channels for making notifications are made available:
  1. email address: [email protected],
  2. Telephone numbers open on business days (optional),
  3. Cell phone numbers open during the reception hours (optional).
2. When making an application, it is mandatory to provide:
  1. Contact information for the party’s designated contact person for the application,
  2. as accurate a description of the problem as possible, along with the steps already taken to solve the problem, if any,
  3. The name of the affected application,
  4. Determine the category of notification and/or business impact,
  5. The date and time of the problem.
3. In order to improve service and reduce response time, it is suggested that:
  1. notifications of the critical error category were additionally made by telephone (taking into account the reception time).
4. A notification sent to the monitored inbox of [email protected] is confirmed back by the acceptance of this notification. No return confirmation means that the notification did not reach the Contractor.

General terms and conditions of BTC service agreements

Maintenance services

Technical assistance

SLA services

Bug report

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