Definitions

We refer to the definitions specified in the Master Agreement or Addendum.

Agreement Period

This Agreement is valid from the Effective Date, as outlined in the Master Agreement or Addendum, and remains valid as long as the Master Agreement or Addendum remains in effect.

All amendments to this Agreement shall be made in writing.

Scope of Service

To ensure the required service availability and ability of the Adonis software, Adonis will make available qualified support resources to efficiently respond to incidents and general service requests by the Customer.

The Adonis Service Desk Team

We offer the following Support tools:

1. Monitored email support
2. Manned support by phone
3. Monitored chat support
4. Remote assistance by screen sharing or remote connection
5. Regular reviews by allocated Adonis Key Account Manager
6. Statistics and service reports
7. Service review
8. Release documentation and upgrade sets
9. Access to Adonis standard documentation and the Adonis Knowledge Base

Service Desk Team

Adonis uses a ticketing system for the management of incident or service requests. A ticket can be raised by emailing Support@adonis.no or submitting the ticketvia the ticket system's online Portal.

The online Portal allows registered customer contacts to view the tickets and current Status, in addition to submitting new requests. To access the Portal for the first time, the user must contact the Adonis Service Desk Team to obtain a username and password.

Automated notifications and emails are used to make sure the users are updated when there is a change in their ticket status.

Any emails sent to individual Adonis personnel will most likely result in delays to response times and will not fall under the Service Level Agreement. Inquiries around a ticket must be routed via our Service Desk Team.

Adonis only offers support in the English language. Submitting incidents or service requests in any other language will most likely result in delays to response times and will not fall under the Service Level Agreement.

Duty Phone

AdonisService Desk Team offers a first-line support number which should only be used in combination with submitting an incident that falls under Priority 1 –Critical as defined in the prioritymatrix.

Telephonenumber: +47 53 48 30 50

Remote Access

For most incidents reported, the Adonis Service Desk Team will require remote access to the Customer's systems to review the specific customer setup and data content. Adonis will, together with the Customer, find a workable solution that is following both the Customer's access control policies and procedures and Adonis's need for an easy log-on and access procedure. Any remote connection to a Customer's System will only happen after written authorization via email or as per the need of the Incident or Service Request reported.

Submitting an Incident or Service Request

To get a shorter response time and avoid emails back and forth, the Customer should always include the following information when submitting a new incident or Service Request:

1. The customer must sumbit the Incident or Service request either via email to support@adonis.no or by using the Online Portal
2. For Priority 1 - Critical Issues, the Customer should call the Duty Phone: +47 53 48 30 50

Before you submit a ticket or make a call, please make sure you have tried the following:

• Attempt to reproduce the problem to make sure it is not a user error case.
• Please check the obvious things like cabling, login information,user access, etc. The solution may be in the process, not the Software itself.
• Review all relevant documentation – including any manuals and onlinehelp available.
• Verify that the problem is related to Adonis Software. The problem may be with your network, IT environment, server environment, disk space, power, third-party Software, or interfaces, in which case you will need to contact the appropriate vendor for support.
• If the problem is reproducible, check to see if any changes have recently taken place in your operating environment or setup that might be responsible for the problem.
• Once identified, please make sure the issue is submitted to theAdonis Service Desk and have the ticket # available for the call. It is arequirement for the Customer to ensure this always takes place, even if callingthe Duty Phone.

Please submit as many details as possible when opening a new ticket or when calling the Duty Phone:

• Full name of user and Customer who reported the issue
• Call back number—especially important if this is an after-hours or weekend call
• The email address of the person reporting
• The exact information of any error, including screenshots of Adonis application in question and error logsif available
• The exact time frame of when the issue or issues started
• The Customer will be asked if any parameters or settings changed in the System
• Current examples and steps torecreate the problem
• System Version

Workflow for submitted requests:

All tickets opened will be instantly reviewed by the dispatcher and can be moved out of theService Desk, depending on its content. An existing incident can, after further review and information provided, be re-assigned from the initial category. OnlyIncident Requests are included in the SLA response times.

Weekend / After Hours

Generally, for customers with a Standard SLA, all Weekends or after-hours support is limited to Priority 1 – Critical Incidents. Requests for assistance with release, or patch upgrade requested by the Customer during these times, are considered a Service Request and might be quoted with an addition to the standard hourly rate.

Service Level Agreement

Supported Environments for SLA agreement

All agreed-upon environments like Production, training, and test are part of the SLA agreement for customers on Adonis Cloud. For customers with a local installation, only Production and one test database are included. Other environments, training, development are outside the standard SLA scope.

Incidents and Service Requests Response Times

According to the Priority Matrix below, Adonis will respond to service-related incidents and/or requests submitted by the Customer in support of services outlined in this Agreement. Incidents taking place during planned maintenance periods, and incidents caused by any third-party service that the platform is depending on, are exempt from the response, update and target resolutions times.

Resolution

A resolution to an incident can be one of the following:

• A downgrade to an earlier version of the Software where the defect does not exist.
• A patch that contains a fix for the defect is applied to the System.
• A Workaround that removes the criticality of the issue.

Providing a workaround for Critical and High priority bugs, and creating a Jira issue for a fix is considered a resolution and the SLA resolution time will stop counting. 

Bug Resolutions

For critical bugs, a resolution can be to downgrade to an earlier patch version if no other suitable workaround can be provided, however this will be considered a last resort. Adonis aims to have Critical Priority bugs fixed and released in a patch to the main release.  High Priority bugs will be assigned to be fixed in the next open release. Medium and low will be prioritized as per Adonis's discretion.  

Severity Level

The Customer must indicate the initial severity level when reporting an issue to Adonis Service Desk, however Adonis reserves the right to de-escalate or escalate the severity level based upon own consideration. 

Incidents outside target resolution time

Incidents classified as Priority Levels 4 will not be part of the response time matrix performance. Progress and Status of such incidents will be available through our Customer Portal. Adonis will, at its sole discretion, decide what further actions to take on these tickets if any.

Service Level

Adonis provides two different levels of support services. These are outlined in the Support Service Matrix below.  

Customer Obligations

To ensure that a customer can take full advantage of the systems for several years with streamlined performance, Adonis maintains a close working relationship with its customers. The following things are considered normal customer obligations.

• The Customer will make timely payment for all support costs at the agreed interval.
• The Customer will appoint an Adonis Administrator responsible for maintaining the Adonis systems, be the initial contact for trouble-shooting, and be the point of contact for the Adonis Service Desk, Adonis project management, or development staff. This person should have some knowledge about the Adonis applications installed and its general system
• The Customer must back up their device and database regularly and have those backups available at all times. The Customer should continuously track disk space, reports, and the systems and servers' health, including ensuring that the new Microsoft operating system and SQL service packs are installed.
• At all times, the Customer, with local installation, is responsible for providing a functional remote connection method for Adonis. The Customer is responsible for any software for the Adonis staff to connect to the customer environment remotely. Remote connection methods that are accepted and endorsed by Adonis should be used. Please consult with an Adonis Service Desk member before applying any new remote software or systems for remote connectivity. 
• For all Adonis servers and applications, the Customer should maintain acceptable disaster recovery procedures.
• The Customer will assist Adonis staff in Resolution to issues answering questions and providing examples. Any issues reported to the Adonis ticketing system and/or communicated to Adonis will be clearly provided in the English language.
• The Customer with a local installation is responsible for their own scheduling of all the Adonis software upgrades that include testing, planning, and implementation.
• If required by Adonis, the Customer shall supply all necessary and relevant information to perform our Support Services.
• Provide remote access to the software platform as necessary to solve any issues.
• The Customer is responsible for following the Adonis upgrade path for all the Adonis Software.
• The Customer is responsible for surveillance of the Adonis Replicator unless they have entered into and Replication Surveillance agreement.
• The Customer is responsible for making sure that data containing personal or sensitive information is sent through encrypted e-mail. If there is a need to send Adonis files containing this kind of information, the Customer Portal must be used. Screenshots displaying personal employee and/or company/client  information such as Names, Rank etc. is considered to be in non-compliance and failure to comply will this policy will result in that these tickets will not be handled.

Terms and Conditions

Terms and conditions are set forth in the Master Agreement and Addendums.