SOFTWARE MAINTENANCE & SUPPORT
Procedures and Policies 2023

GroundWidgets offers IT Support Services to assist you in resolving any network, hardware, or infrastructure issues not covered by our Standard Software Support and Maintenance Agreement.

IT Services are provided on a Per-Project Basis where an estimate proposal may be requested by or work is authorized via email by the client.

A per project Hourly Charge of $180/Hour (2-hour minimum during normal business hours) or $300/Hour (3-hour minimum during non-business hours) will apply for identifying and resolving the issue.

A signed proposal with full or partial payment maybe required prior to commencing any work on a project estimated over 4 hours.

Software Maintenance & Support Agreements

Software Maintenance Agreement applies to GroundWidgets software related updates, fixes, new features, and knowledge access.

General Software Support Coverage applies to operational support, emergency support, and system configuration.

The term "Software" used throughout this Agreement refers to GroundWidgets Products only: SantaCruz, Voyageur, Unified Livery Systems (ULS) and Limousine Management Systems (LMS)

Support Coverage

Access to Helpdesk Support via Phone, Email or Online Portal
After Hours and Weekend Emergency Support for Software Technical Issues Only
System Setup, Feature Activation, or Configuration Settings during Business Hours
Software Technical Support Not Requiring Additional Training
(30 Minutes Max per Support Ticket)
Access to Knowledge Base
Access to User Manuals
Access to Training Manuals and Quick Reference Guides
Access to Online Training Videos
Access to Monthly/Quarterly Webinars
Access to Academy at Industry Tradeshows
Access to Annual User Conferences

Maintenance Coverage

New Software Release Versions
Software Enhancements and Fixes
System Software Updates
Remote Training on New Features and Functionality not explicitly covered in User Manuals, Documentation or Release Notes
(30 Minutes maximum per Feature per Session)
Custom Software Development at fixed price

GroundWidgets offers optional IT Services to assist you in resolving issues not covered by the Software Maintenance and Support

A per project Hourly Charge of $180/Hour (2 Hour Minimum during normal business hours) or $300/Hour (3 Hour Minimum during non-business hours) will apply to assist in identifying and resolving the issue.

Note: The term "Software" used throughout this Agreement refers to GroundWidgets Products: SantaCruz, Voyageur, Unified Livery Systems (ULS) and Limousine Management Systems (LMS)

Software Issues Not Covered Under Maintenance & Support Agreement

Training or re-training sessions for new or existing employees and managers on standard Software features.
Scheduled training sessions exceeding one (1) hour related to existing or new functionality not covered in user manual or documentation.
Re-Installation of Software Application and/or Integration Modules on new or existing workstations when the install is not part of standard Software Release.
Data Import, data export, manipulation of ANY DATA or files, including but not limited to ANY Data Cleanup and/or ANY Data Updates 45 days after Go Live.
Assistance with Rate Books, Pricing Rules Setup and/or Configuration related to New or Existing price book increases or decreases after Go Live.
Setup, configuration, training, or production cut-over of Software modules and features after Go Live which require more than (1) hour of setup and deployment time (for example Auto Dispatch, 3^rd party Integrations like Payflow, CRM, TAPI, etc.).
Configuration changes 45 days after Go Live requiring more the one (1) hour of effort and an Implementation resource.
Customized Implementation projects which are not part of the original License, Maintenance and Support agreement.
Current Entity - Major configuration changes to Setup, Workflows, Rates, etc. 45 days after Go Live.
Additional Entity Setup - Workflows, Rates, Pricing Rules, Data Import, etc. Proposal and work estimate are provided upon request.
Problems or data issues caused by User error, misuse, alteration, or unauthorized use of the Software and/or Database.
Any Custom Development or Feature Request not part of standard Software Functionality.

Technology Issues Not Covered Under Software Maintenance & Support Agreement

Problems caused by hardware failure of servers, workstations, network switches, infrastructure, etc.
Power outages or issues related to Internet Service Providers or other third-party services in your network environment
Viruses, Malware, Ransomware, Spam or Denial of Service (DoS) attacks, Hacking, Firewall or Security issues that result in the loss or corruption of data and stops functionality of Software
Windows or Mac Operating System Updates or Upgrades that renders Software inoperable
Printing or Printer Driver related issues
Email Server, Office 365, Outlook or 3^rd Party Email Service related issues
Interruption or Issues with Third Party Data or Services Provider (e.g. Google Maps, Flight Tracking, Credit Card Integrations (i.e. Payflow/Braintree), Text Messaging, etc.)
Internet or communications connectivity problems including but not limited to Mobile Apps, Websites, which are dependent on 3^rd party
Wiring and Network infrastructure related issues which affect the network speed and indirectly the speed of the Software
Accidents, damages, or negligence at the Customer's site which renders hardware inoperable and impacts the operation of Software
Database Restoration, including reconfiguration of the Software on new hardware or existing hardware after a systemic failure
Data Corruption or Loss resulting from hardware failure or failure perform routine maintenance or upgrades for SQL Database, Operating Systems, etc.
Improper configuration or changes to system hardware or database which renders Software inoperable
Addition or removal of third-party software or hardware that impacts the Software
Software issues related to Nonexistent or Incomplete Disaster Recovery Plan
System or Data Backups not explicitly covered by GroundWidgets Support

Support Procedures

Support Availability and Procedures apply to Standard Support and Emergency Support cases.
Support Tickets are addressed in the order received and in accordance with Response Time Guideline defined below.

Standard Support

Support requests can be opened 24x7 by emailing details to:

Submit requests through our online help desk portal:
https://helpdesk.groundwidgets.com

Support Help Desk can also be reached by telephone at 201.693.4150 option 1.

Normal business hours are Monday thru Friday from 8:30AM to 6:00PM ET.

A ticket number will be assigned to all requests and your will get an email confirmation. All requests will be addressed in the order they are received and in accordance with our Response Time Guidelines.

We encourage you to follow these recommended guidelines when submitting requests to GroundWidgets Helpdesk.

Emergency Support

For emergency cases, GroundWidgets can be reached 24 hours a day, 7 days a week.

Please note, if the issue reported is considered to be "not an emergency" you will be subject to our Per-Project charges as previously defined.

Call the GroundWidgets Help Desk phone number at 201.693.4150 option 1.

Inform the GroundWidgets representative of your urgent issue. If an operator or technician is unable to answer the call, leave a detailed message and we'll respond as soon as possible within the time frame outlined in our Service Level Agreement (SLA) guidelines.

Our emergency support engineers are on call 24x7x365. If you do not receive a response within 60 minutes, please contact your account manager via cellphone or text message.

Response Time Guidelines

Groundwidgets will prioritize response time for general support cases, urgent cases, or planned support cases based on the set of criteria in the guidelines.

Urgent Request Criteria

System is not operational or there is a performance or speed issue
Multiple users or workstations are unable to access the system
A vital component of the system is severely impacting operations or system performance
The security of the network is at risk or has been compromised

GroundWidgets will respond to urgent emergency requests within 15 – 60 minutes, 24 x 7 x 365.

Please be advised that if the Urgent Case request is submitted to our support team, and it is "not an emergency", GroundWidgets reserves the right to charge you for services rendered at our Emergency Rate.

Emergency Hourly Rate is $300 Per Hour with a 3-Hour minimum charge.

Standard Request Criteria

Request is not identified as urgent by the customer
User is experiencing an application issue that does not interfere or prevent critical system function or usage
User has Setup, Configuration, Information or Training related inquiries

Standard Case Response Times

High Priority (3 – 6 Business Hours)
Medium Priority (1 – 3 Business Days)
Low Priority (3 – 6 Business Days)

Planned Request Criteria

Software Application or System Upgrades
Computer Installations, Configurations, or Relocations
Routine Maintenance and System Health Checks

Planned requests require scheduling, research, or other advance preparation with a client and Authorized Contact.

Please note that some planned requests (other than upgrades) may be billable items and you will be informed in advance of any charges which require your approval prior to start of a project.

Online Support Portal

Visit our online portal to submit and track your support issues with GroundWidgets Helpdesk.
Requests made outside the portal or not reported via email to our Helpdesk may result in delayed response times.

Support Portal

To monitor the status of your support tickets, please visit our online technical support portal at
https://helpdesk.groundwidgets.com.

Submit new support tickets to our helpdesk
Monitor and track all of your support tickets in one place
Access Knowledge Base articles, user documentation and training videos.

In addition to submitting requests via the online portal, emails sent directly
will also generate tickets in our Helpdesk Support system.

If you need assistance accessing the support portal or need login credentials, contact our support team via email:

Any communications which begin outside the support portal, or which are not through email, may result in a longer time for your issues to be resolved by our support team. We encourage you to follow these recommended guidelines when submitting issues to GroundWidgets Helpdesk.

SOFTWARE MAINTENANCE & SUPPORT Procedures and Policies 2023