Support Agreement
This Support Agreement applies to the support of the Service and resolving faults in the Service. This Support Agreement constitutes an Appendix to Zaplar’s terms and conditions and any defined terms in Zaplar’s terms and conditions shall have the same meaning as used in this agreement.
1 Definitions
1.1 Agreed Hours of Service
The Agreed Hours of Service are Monday to Friday (except for public holidays) between 8.00 a.m. and 5.00 p.m. (CET).
2 Help Desk
2.1 The help desk team can be reached at +46(0)7355524 or support@zaplar.com and is available during the Agreed Hours of Service.
3 Rectification of faults
3.1 Classification
Faults shall be classified in different levels of priority in accordance with the table below:
1) Critical Fault that prevents a function in the Service.
2) Serious Fault that has not prevented a function in the Service but impacts the efficiency in and the use of the Service.
3) Significant Fault of a less serious nature and which does not to any major extent impede an effective use of the Service.
4) Minor Fault with negligible or no impact, for instance faults in local texts, documentation or support tools.
3.2 Response time
The time within the Agreed Hours of Service between when the fault is reported according to clause 4 and the time when Zaplar will begin initial fault handling.
4 Agreed response time
4.1 Agreed response time are:
Priority
Hours
1
2
2
24
3
72
4
120
4.2 If a fault is classified as priority level 1) Critical fault, the supplier shall work continuously, even outside the Agreed Hours of Service, in an endeavor to resolve the problem until it has been resolved, provided the customer co-operates with the supplier to the extent the supplier considers necessary. In the event of disagreement in classifying the fault as priority level 1 for solving the problem according to this clause 2.2, Zaplar’s opinion takes precedence.
5 Reporting of faults
5.1 A fault is reported once it has been registered in the fault management system used by the supplier. Faults may be registered by means of an automatic alarm, a report by the customer in accordance with clause 4.2 or upon discovery by the supplier.
5.2 The customer is responsible for ensuring that the fault is reported in accordance with the agreed contact channels. The fault report shall include a relevant description of the fault, contact details for the users affected and the impact on the Systems concerned.
Helping exceptional hoteliers do their best work.
We believe great hospitality is about being present with the guest, not spending time infront of a screen.
