TeleTracking Support and Maintenance Policy
This document communicates TeleTracking’s Support and Maintenance Policy (“Support Policy”) with its clients provided that:
Client is in compliance with the TeleTracking Subscription and License Agreement or other governing license or subscription agreement, as applicable (the “TSLA”) for the Software covered by this Support Policy.
Client is otherwise current on all applicable subscription, license, and support fees therefor.
As used in this Support Policy, the term “Software” refers to the applicable licensed software or subscription service procured by client under the TSLA and “client” refers to the client or client affiliate that has procured the applicable Software under the TSLA.
Technical Support:
Telephone Support:
TeleTracking will maintain help desk support to receive technical support requests for the Software by toll-free telephone call 24 hours per day, seven (7) days per week, 365 days per year during the subscription or license term for the applicable Software in accordance with this Support Policy.
Technical Support Scope:
TeleTracking provides technical support for the Software pursuant to the following Software support lifecycle provided that TeleTracking is afforded remote access to any Software at a client facility or installation site as necessary to provide such support.
Mainstream Support: Intended to keep the Software functioning in conformance with the applicable Software documentation. Client is responsible for accepting updates and upgrades as needed to maintain Mainstream Support. Mainstream Support commences on the date of general availability of a Software release and continues for a period of two (2) years.
Extended Support: Commences upon expiration of the Mainstream Support period and continues for a period of one (1) year.
Legacy Support: Commences upon expiration of the Extended Support period and continues through Software end of life.
Support Level | Updates and Upgrades | Troubleshooting reported issues, configuration support, answering general usage questions | Escalation to software development for advanced problem diagnosis | Escalation to software development for code corrections and fixes |
Mainstream Support | X | X | X | X |
Extended Support | X* | X | X |
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Legacy Support | X** | X |
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Please note:
X denotes the presence of the support service.
X* denotes that Professional Services related to available updates and upgrades are provided.
X** denotes that support for updates and upgrades is limited.
Software End of Support.
All technical support for a Software version or product will cease as of the end of life date for the applicable Software version or product in accordance with TeleTracking’s Software End of Life Policy located at http://go.teletracking.com/tsla/end-of-life-policy (or successor site).
On-site Technical Support.
As mutually agreed between client and TeleTracking, on-site technical support of the Software will be provided during the Mainstream Support period if TeleTracking’s remote efforts to support the Software fail. Client will incur no additional costs for TeleTracking Software problems, errors or malfunctions, which are identified and remedied during any on-site support visit undertaken because TeleTracking’s remote efforts to support the Software failed and such problems are mutually determined to be the fault of TeleTracking. Client shall be responsible for paying TeleTracking’s then prevailing hourly rate plus reimbursement of reasonable and necessary travel expenses for (1) TeleTracking Software problems, errors or malfunctions, which are mutually determined to be the result of an error or some other fault of client or the support obligations of client as pertains to third-party software and third-party hardware, or (2) on-site technical support that is necessary due to client’s failure to provide adequate remote access to TeleTracking.
Integration Services and Support.
TeleTracking provides remote implementation services and support of one or more available interfaces between the Software and other systems within a client’s infrastructure (each an “Integration Point” or, collectively, “Integration Points.”) Integration Points currently offered by TeleTracking are listed as part of its TeleConnect™ Integration Solutions document located at http://go.teletracking.com/tsla/tele-connect (or successor site), as may be amended from time to time in TeleTracking’s sole discretion. Integration Points will be made available to client and implemented by TeleTracking in accordance with the particular integration package purchased by client for the applicable Software and any specific delivery requirements set forth in an applicable statement of work. TeleTracking provides interface support during the Mainstream Support period. Thereafter, client must upgrade to the latest Software version to be eligible to continue receiving interface support. Reconfiguration of Integration Points already implemented, as well as custom interfaces and implementation services not within the standard Integration Point delivery requirements are subject to additional fees.
Computer-Based Training.
Training in the general use and operation of the Software is provided during the Mainstream and Extended Support periods at no additional charge through on-line computer-based training modules made available to client. Additional training and consultation is available to client as professional services at TeleTracking’s then-prevailing rates.
Non-Production System.
TeleTracking will provide support for any non-production system provided by TeleTracking between the hours of 8 am and 5 pm (Eastern Standard Time), Monday through Friday; provided, however, that TeleTracking support for any incident involving a client’s production use of the Software shall take priority over any incident involving a non-production system. After hours / weekend support of any non-production system is subject to additional service charges.
Backup of Software.
Client is responsible for the backup and archiving of all databases and logs for any Software installed at a client facility or installation site, including management logs on the application servers.
Client Responsibilities.
Client is responsible for performing any and all client network setup, management, or support activities including, but not limited to: (i) network security management including firewall configuration, (ii) LAN and WAN design or component installation including network load balancers, (iii) Windows Active Directory Domain management and authentication/access control, (iv) desktop management and deployment, (v) server management and deployment including server virtualization software, (vi) database management and deployment, (vii) desktop virtualization computing environments (e.g., Citrix), (viii) virus protections software and maintenance, (ix) operating system upgrades/patches, (x) telephony systems, and (xi) handheld devices and service deployment and maintenance (e.g., paging or mobile app setup).
Third-party Software.
Client is responsible for supplying all third-party software not provided by TeleTracking as part of the Software, which meets the technical specifications set forth in the applicable TeleTracking documentation. Client is responsible for support and maintenance of third-party software, including third-party software upgrades to the extent required to permit TeleTracking to provide Software updates and upgrades.
Third-party Hardware and Equipment.
Client is responsible for supplying all third-party hardware not provided by TeleTracking with the Software which meets the technical specifications set forth in the applicable TeleTracking documentation, including Real-Time Locating System (RTLS) hardware and equipment that is compatible with the TeleTracking Software if not otherwise supplied by TeleTracking. Client is responsible for support and maintenance of third-party hardware, including third-party hardware upgrades and maintenance to the extent required to permit TeleTracking to provide Software updates and upgrades.
Support Cooperation.
TeleTracking and client must use their best efforts to cooperate with each other in furtherance of the support obligations stated herein, and to collaborate diligently and in good faith with regard to establishing a remote management solution to allow remote support of the TeleTracking Software in order for TeleTracking to comply with the support obligations set forth herein.
Exclusions.
TeleTracking supports the Software developed and provided by TeleTracking and under its control. For all other issues or errors in the TeleTracking Software caused by issues, errors or changes in client’s network, infrastructure, information systems or third-party products or services, TeleTracking may assist client and its third-party providers in diagnosing and resolving issues or errors but these matters are outside of TeleTracking’s support obligations and may be subject to additional Professional Services fees at TeleTracking’s then-prevailing rates. TeleTracking will not be required to resolve any support incident caused by (i) integration of any third-party application or device to the Software or any part thereof that is not provided by TeleTracking, or otherwise approved by TeleTracking or the applicable TeleTracking documentation; (ii) any non-conformance caused by unauthorized misuse, alteration, modification or enhancement of the Software; or (iii) use of the Software that is not in compliance with the TSLA. Any TeleTracking beta, early adopter, non-production, or other test version of the Software, or other nonproduction system or environment, is also excluded from this Support Policy.
Incident Submittal and Reporting
Any Authorized User of client is permitted to submit incidents to TeleTracking’s technical support group. However, TeleTracking requires that clients designate a TeleTracking application administrator and provide such individual’s contact information to facilitate the most prompt and efficient support possible. A client’s TeleTracking application administrator should evaluate the issue in the first instance to determine whether TeleTracking should be contacted, or if the issue is due to a local problem such a third-party hardware or software failure, paging and telephony failure, or client network or server problem.
Authorized Users may submit incidents to TeleTracking via TeleTracking’s technical support telephone number. Each incident will be assigned a unique Incident ID number. TeleTracking will respond to each case in accordance with this Support Policy and will use commercially reasonable efforts to promptly resolve each case. Actual resolution time will depend on the nature of the incident and the resolution itself. A resolution may consist of a fix, workaround, delivery of information or other commercially reasonable solution to the issue.
After acknowledgment of an incident, TeleTracking will assign a Technical Support Engineer (“TSE”) to manage the case. The TSE will contact the client with an incident response email or phone call to begin the process of resolving the client’s request.
No personally identifiable patient data or protected health information should ever be transmitted to TeleTracking technical support by email or other electronic transmission without the express written consent of TeleTracking.
Impact / Severity Level Determination:
Incidents are designated to have an impact or severity level (“Impact / Severity Level”) mutually agreed upon by the client and TeleTracking Technical Support Engineer. The Impact / Severity Level shall be assigned on the basis of the TSE’s understanding of the status of the Software defined in the following table:
Impact / Severity Level | System Status |
0 - Critical | A critical failure in the operation of the Software where no workaround or bypass is immediately available. Circumvention and or resolution of the failure is required for operational use of the Software to continue. |
1 - High | A severe problem, where the Software is inoperative or seriously degraded. |
2 - Medium | A problem that limits the functionality or usefulness of the Software, but the condition is not critical to the continued operation of the Software. A workaround is readily available and can be applied or used with little or no operational impact. The problem may only affect a single user or group of users and may not necessarily be a system-wide issue. |
3 - Low | A problem that limits the functionality or usefulness of the Software, but the condition is not critical to the continued operation of the Software. A workaround is readily available and can be applied or used with little or no operational impact. The problem may only affect a single user and is not a system-wide issue. |
The Impact/Severity Level for an incident may be revised by the TSE as a result of apparent changes in the status of the Software.
The client shall be promptly notified of all changes in the Impact/Severity Level of an open incident.
In the event of a conflict regarding the appropriate Impact/Severity Level designation, each party shall promptly escalate such conflict to its management team for resolution through consultation between the parties’ management, during which time the parties shall continue to handle the support issue in accordance with the TeleTracking Impact/Severity Level designation.
In the rare case a conflict requires a management discussion, both parties shall be available within one hour of the escalation.
Support Incident Severity Levels - Response and Escalation:
Incident Response and Escalation Notification Matrix.
The response times below reflect the time taken between a client logging a support call and a TSE raising an incident. These times can vary as a support call is sometimes logged and worked on while the caller is still on the phone. In these instances, it is therefore not practical to raise an incident until after the call has been addressed.
Impact / Severity Level | Notifications | Response Technical Support Manager | Technical Support Director |
0 - Critical | 1 hour | Immediate | 8 hours |
1 - High | 2 hours | 4 hours | 16 hours |
2 - Medium | 8 hours | N/A | N/A |
3 - Low | 40 hours | N/A | N/A |
Restore and Resolve Objectives for Critical and High Level Impacts.
The primary objective of the TeleTracking technical support team is to restore Software when Critical and High Impact/Severity Level outages are reported. To restore the Software means to return the Software to a stable operating condition that existed prior to the incident.
The secondary objective of the TeleTracking technical support team is to identify the root cause of the original reported problem and ultimately provide a resolution. To resolve the incident means to implement some change in the Software or procedures to prevent reoccurrence of the issue causing the incident. In some cases identifying the root cause of the original reported problem may not be possible as the actions taken to restore the system may clear the original reported problem. Resolution times are typically longer than restore times.
Client Commitment.
Due to the complex nature of some incidents and need for client interaction, a client commitment to restoring and resolving an incident is also important. The client commitments below reflect the response and accessibility of client necessary to facilitate the most efficient and practical restoration and resolution of the incident based on the associated Impact/Severity Level of the incident.
Impact / Severity Level | Client Commitment |
0 - Critical | Client will remain accessible by phone and ensure remote access is available for troubleshooting until the Software is restored. |
1 - High | Client will remain accessible by phone and ensure remote access is available for troubleshooting until the Software is restored. |
2 - Medium | Client will respond to TeleTracking requests for additional information and implement recommended solutions in a timely manner. |
3 - Low | Client will respond to TeleTracking requests for additional information and implement recommended solutions in a timely manner. |
TeleTracking’s obligation to provide support under this Support Policy is conditioned upon the client:
Providing TeleTracking with all reasonable assistance and providing TeleTracking with remote access, data, information, and materials as are reasonably necessary to provide the support.
Maintaining all equipment, telephone lines, communication interfaces, and other hardware and software necessary to use and access the Software.
Providing appropriate contact information for all client personnel necessary to facilitate the support.
Incident Resolution and Closure:
An incident will be considered resolved and subsequently closed when it is mutually agreed between the client and TSE that the reported issue has been satisfactorily handled.
The resolution time is the time from when the incident was logged by TeleTracking until the time that the client and the TeleTracking TSE agree to close the incident.
TeleTracking may elect to close an open incident without mutual agreement if the client fails to perform some reasonable request from TeleTracking to assist in handling the problem.
The client will be promptly notified of all incident closures.