Overview

This Support Service Policy (the “Support Service Policy”) sets out the terms of support. The Support Service Policy is incorporated into and forms part of the CV TECHNOLOGIES LIMITED Service Agreement or other agreement governing the customer’s use of the CV TECHNOLOGIES LIMITED software (as applicable, the “Agreement”). In the event of a conflict between this Support Service Policy and the Agreement, the terms and conditions of this Support Service Policy will prevail with respect to such conflict. 

How to report a problem

In order to expedite the resolution of Incidents, CV TECHNOLOGIES LIMITED expects that the customer will make every attempt possible to:

1. Verify that the Incident is reproducible on the supported platforms for the software (as applicable).
2. Provide information necessary to help CV TECHNOLOGIES LIMITED track, prioritise, reproduce or investigate the Incident, such as: Customer name, organisation and version of Software.

• Provide a full description of the issue and expected results.
• Categorise issues (general question, defect, enhancement request, etc.).
• List steps to reproduce the issue and relevant data.
• Provide exact wording of all issue‐related error messages.
• Describe any special circumstances surrounding the discovery of the issue, e.g. first occurrence or occurrence after a specific event, Customer’s business impact of problem and suggested priority for resolution.
• Identify Incident number (i.e. support ticket number) in any ongoing communications with CV TECHNOLOGIES LIMITED on an existing Incident.

Who can report a problem?

Support services are designed to provide assistance to individuals for issues and questions that are not covered in the documentation and introductory material provided. Customers should take every measure to ensure that the individuals designated as authorised contacts are qualified to support their internal teams. A qualified contact will know the internal build of the system, tools, policies and practices used by the customer and will also be proficient in using the software. Each such qualified individual will be deemed an “Admin”. A Customer may designate an unlimited number of “Admin” users as required. However, CV TECHNOLOGIES LIMITED recommend limiting the number of ‘Admin” users to a minimum. 

The Process

Customer shall obtain support services by reporting individual issues to CV TECHNOLOGIES LIMITED. Each individual issue reported to CV TECHNOLOGIES LIMITED shall be tracked from initial report through to final resolution (each such issue, an “Incident”).

Prioritisation

CV TECHNOLOGIES LIMITED will prioritise Incidents according to the following criteria:

Resolution and Closure

Response for each Incident reported by the customer in accordance with these procedures, CV TECHNOLOGIES LIMITED shall:

1. Confirm receipt of the reported incident within the acknowledged time specified in the Support Service Policy.
2. Set a Priority Level for the Incident in accordance with the terms above. Customer designated priority taken into account, but CV TECHNOLOGIES LIMITED may elect to reassign priority at any time.
3. Respond to the Incident within the time specified in the Support Service Policy. Within the response time CV TECHNOLOGIES LIMITED gives a proposal for solution based on initial information obtained.
4. Analyse the Incident and, as applicable, verify the existence of the problem(s) resulting in the Incident, which may include requesting that the customer provide additional information, logs, and re‐execution of commands to help identify the root cause and dependencies of the reported issue.
5. Give the customer direction and assistance in resolving the Incident.
6. Keep a record of ongoing communications with the customer.
7. Use reasonable commercial efforts to resolve the Incident.

Maintenance and Releases

Maintenance 

CV TECHNOLOGIES LIMITED will conduct maintenance work during the scheduled maintenance window (10pm – 2am UK time) Should CV TECHNOLOGIES LIMITED be required to implement

• Major Releases – Typically refers to major new releases, modifications or enhancements to the software as designated by a change in the number to the right of the ‘V’ in the version number. For example For example v1.0.8265.18235. Major releases do not include separate or different products marketed by CV TECHNOLOGIES LIMITED under a different name even if such products are compatible with the software.
• Minor Releases – Are normally identified by the number immediately following the first decimal point. For example, v1.0.8265.18235. Minor releases usually include feature improvements, new functions and cumulative bug fixes.
• Maintenance Releases – means code corrections, patch updates of the software as designated by a change in the number to the right of the second decimal point in the version number. For example v1.0.8265.18235

Client Services Support 

Support Hours

The specific hours during which the customer is entitled to Support Services (“Support Hours”) are as specified below and are based on company’s standard business hours, excluding Saturdays, Sundays and any holiday observed by the company. 

Monday – Friday 

8am – 6pm

Online training material / Ticketing system

CV TECHNOLOGIES LIMITED handle all support requests through our online service desk. ‘Zen Desk’ has been set up to offer easy-to-use tools that enable customers to create support tickets, monitor their status, and even self-resolve some repetitive issues through knowledge base articles. 

Zen Desk can be accessed from CV TECHNOLOGIES LIMITED website and click the bubble at the bottom right-hand side of the screen. 

Onsite training days 

Customers are entitled to a visit from a Customer Support Consultant to one of your sites at least once per subscription period. Customers typically use this free consulting time (8 hours) to perform system efficiency audits, conduct training or discuss future business requirements. The consultant’s out-of-pocket expenses are not covered by this policy.

All additional onsite training days will be charged at £1000 per day (8hours). As above, the consultant’s out-of-pocket expenses will an additional cost.

Hosted online seminars / Regional workshops

Periodically, CV TECHNOLOGIES LIMITED will host online seminars / regional workshops. Each seminar/workshop will have a focus which will be driven from either a recent development release or through feedback gathered via customer surveys. Customers will have the opportunity to join like-minded individuals from different associations, sharing best practice processes and learning how CV TECHNOLOGIES LIMITED is being utilised outside of their current usage.

Recent releases 

‘Release notes’ refer to the technical documentation produced and distributed alongside the launch of a new software product or a product update (e.g. recent changes, feature enhancements, or bug fixes). It very briefly describes a new product or succinctly details specific changes included in a product update.