«Access granting to the software products at the address https://planner.prodboard.com/{companyCode}/crm/home and technical support service of the software products»
Creation date: 10.09.2024.
Contractor: LLC PRODBOARD (incorporated under the laws of Ukraine)
This agreement shall control access granting and maintenance of access granting to the software products at the address https://planner.prodboard.com/{companycode}/crm/home, consisting of PRODBOARD software products. The service shall be provided to customers, signing a respective agreement with Company Name The agreement shall be in force the whole time period of relationship between the Contractor and Company Name. Changes can be made by mutual agreement of the Contractor and Company Name.
Service description
The service shall include the software products for user personal computers, access to which provided by the Contractor via the Internet. The Contractor uses Microsoft Azure hosting. Server uptime of the Contactor is directly proportional to the uptime https://azure.microsoft.com/enus/ support/legal/sla/summary/ (99,95%), with a small reducing due to the update of new releases.
Service support time
The service shall be supported on week-days from 9:00 to 18:00 (GMT+2).
Support on weekends and holidays can be provided by the Contractor if technically feasible (remote access, correct operation of the provider, hosting, et al). Should the specified maintenance time be not convenient for the Client, it can initiate a well-reasoned renegotiation of the service level agreement.
Customer support
Users shall write to support services: email: support@prodboard.com
Request arrival time to be deemed an instant of email arrival to the address supprot@prodboard.com.
The Contractor shall provide an interactive response to a customer request within 3 hours during business hours.
The Contractor shall provide an interactive response to a customer request within 12 hours outside of working hours.
After receiving a request, the Contractor shall investigate a complexity of a problem and problem root cause, whereof the Contractor shall inform a user by email with specification of the cost of work performance in question to eliminate or solve the problem encountered.
Problem solution time - to be deemed a time immediately upon the receipt of a request and until it’s closed. Problem completion time to be deemed a time of sending a message, confirming the request is closed. Reconfirmation or negation of work performance shall be sent within 1 hour as from reception of a notification from the Contactor of support request fulfillment. If this is not the case, the request shall be deemed to be closed tacitly, and request closing time shall be the time of sending a notification of work completion. Notification of work completion shall be sent by the Contractor by email in reply to a request letter.
Problems in operation of the software products caused by user actions, shall be resolved by the Contractor for a fee, depending on work complexity.
Problems in operation of the software products due to the fault of the Contractor shall be resolved free of charge.
Service availability
Access to the software products at the address https://planner.prodboard.com/{companycode}/crm/home (continuous work time) — 99,9% of the time, notwithstanding scheduled service windows, works on further development/configuration of the software products.
Managing change procedures
The Client shall pass all change proposals or suggestions about customization to the support services for analysis. Adoption or refusal notice about proposed changes shall be provided by the Contractor within 2 working days as from receipt of a proposal.
Security
To access the software products at the address https://planner.prodboard.com/{companycode}/crm/home, strong passwords are required and the use of https.
There is no external access to the database of the software products.
Vital information, such as user passwords shall be stored on a database in encrypted form.
Payment
Further development of a software product according to the Client’s requirements - from 45 EUR per an hour of work.
Software product customization - from 25 EUR per an hour of work.
Software product customization shall be performed by the technical staff of the Contractor.
It is understood that, repairs in further development/customization shall be made at no additional charge, provided they have been mentioned in a request, and it is less than 30 calendar days as from the date of work delivery to the Client.
