Support & Maintenace Overview

The Support and Maintenance agreement for xmotion workforce is a comprehensive agreement which includes the following services:

• Updates and Upgrades to Xmotion client and server software

• Telephone and online support facilities

• Business hours coverage (extended coverage available on request)

• Severity based system to restore services promptly

• Access to FAQ’s and Support database

Service Response

INTERDEV  will provide phone and online support for the xmotion workforce software via the Support Centre. The Support Centre operates during business hours, 9:00 a.m. to 5:00 p.m. AEST, Monday through Friday, excluding public holidays. Extended coverage is available through the purchase of unless Premium Support Contract for an additional fee.

Remedial Support.

A severity programme is in place which operates on the following basis:

Severity 1 –  One (1) hour response.

  • Emergency situation in which Software is inoperable, produces incorrect results, or fails catastrophically. Best efforts to resolve Severity 1 problems in less than forty-eight (48) hours. Deliver functional workaround where no immediate fix is available.

Severity 2 – Four (4) hour response.

  • Detrimental situation in which performance is affected or use is significantly impacted.  Best efforts to resolve Severity 2 problems in less than 5 days. Deliver functional workaround where no immediate fix is available.

Severity 3

  • Inconvenient situation, minimal impact on operations Fix provide in next maintenance release

Severity 4

  • Minimal impact on users with impact on business operations Fix provide in next maintenance release

This document is intended as an overview and does not replace or over-ride the xmotion workforce Support and Maintenance document. The xmotion workforce Supporta and Maintenance Agreement should be referred to for full contractual conditions and service levels.