Description

There are the Terms and Conditions for technical support and software maintenance of OBS ERP. This document specifies the level of service Open Business Solutions OOD aims to deliver in respect of OBS ERP. Unless otherwise provided herein, this document is subject to the terms of the Agreement and all capitalized terms used not defined hereinabelow shall have the same meanings given to them in the Agreement.

Definitions

“Agreement” means the Terms and Conditions for use of OBS ERP, available at their most current version at: https://www.obs2go.com/en/terms;

“TSTC” means the Terms and Conditions for technical support and software maintenance of OBS ERP outlined below;

“OBS ERP” means the Modular Enterprise Resource Planning software developed by Open Business Solutions OOD, including its updates, upgrades and future versions, as such may be developed from time to time;

“Users” means the individual users within an Account Holder’s account;

“Business Day” means any weekday other than an official holiday in Bulgaria;

“Service Hours” means the hours from 9:00 am to 6:00 pm EET/EEST on a Business Day;

“Software Maintenance” means the provision of updates and upgrades to OBS ERP, such as bug fixes, added functionalities and subsequent upgrades to the latest available version;

“Technical Support” means the provision of diagnostics and problem resolution services in respect of disrupted normal operation of OBS ERP;

“Service Call” means a request for provision of Technical Support raised through the online ticketing system of OBS ERP.

General terms

The levels of Software Maintenance and Technical Support outlined below are part of the Service and are provided at no additional cost to Account Holder and its associated Users for the duration of Account Holder's paid-for subscription for OBS ERP.

Technical Support will be provided to Account Holder and its associated Users during Service Hours and in accordance with the provisions of the TSTC and the Agreement.

Scope of Technical Support

Open Business Solutions OOD does not guarantee that all Service Calls can be resolved or that the use of the Service will always be uninterrupted or error-free. Nevertheless, Open Business Solutions OOD will undertake any commercially reasonable effort to promptly respond to and resolve each Service Call. Actual resolution time may vary and will depend on the nature of the Service Call and the resolution required. A resolution may consist of a fix, workaround or other solution in Open Business Solutions OOD's reasonable determination.

Technical Support will be provided for issues related to the normal operation of the OBS ERP modules part of Account Holder's paid-for subscription. Technical Support does not include support for non-related issues, such as (the list is not exhaustive): hardware malfunctions, communications disruptions, unauthorized modifications and third party hardware and software issues. Technical Support does not include implementation, configuration, customization, personalized software development and developer support services in respect of OBS ERP.

Open Business Solutions OOD will undertake any commercially reasonable effort to provide Technical Support, provided that: (i) OBS ERP has not been modified, changed or altered by anyone other than Open Business Solutions OOD; (ii) the operating environment, including both hardware and systems software, meet the Open Business Solutions OOD’s recommended specifications; (iii) Users provide adequate troubleshooting information and access so that Open Business Solutions OOD can identify and address problems; and (iv) Users are linked to a valid Account Holder account.

Raising a Service Call

Users can submit requests for provision of Technical Support through the online ticketing system of OBS ERP. Users can find the online ticketing system at the bottom right of the home screen after logging in. Upon completing the requested information and submitting a Service Call the User will receive an unique confirmation id number (“OBS Ticket Number”). If the designated online ticketing system cannot be accessed due to a technical malfunction, or User does not receive OBS Ticket Number, they may submit a request for Technical Support at: support@obs2go.com.

Response times

Disruptions to the normal operation of OBS ERP are handled according to the impact of the reported deficiency. Critical problems which disrupt or adversely affect the functioning of the entire account, as well as problems with system unavailability and data integrity issues, will be given priority over disruptions affecting individual Users. Nevertheless Open Business Solutions OOD shall make reasonable efforts to respond to each Service Call within 24 Service Hours of receiving it.

User Cooperation

The level of Technical Support that Open Business Solutions OOD can provide depends upon the cooperation, support and provision of sufficient information (and occasionally remote access) by the Account Holder and its associated Users. Account Holder (directly or through its associated Users) agree to provide adequate troubleshooting information and remote access to their systems where appropriate, so that Open Business Solutions OOD can identify, reproduce and address problems, and Account Holder agree to provide any such cooperation, support and information as may be necessary for Open Business Solutions OOD to resolve the problems.

Scope of Software Maintenance

Software Maintenance is provided on the back end and is essential part of the evolution, proper function and security of the Service. Software Maintenance does not include adding of modules and functionalities which are not originally part of Account Holder’s subscription. Open Business Solutions OOD initiates Software Maintenance at its own discretion. After implementing Software Maintenance, Open Business Solutions OOD send a newsletter with release notes to the email address associated with Account Holder’s account.

Security

The nature of the Service is data processing delivered over the Internet and as such it is imperative that adequate security measures are maintained. OBS ERP provides a multitude of functionalities aimed at securing the generated Content, such as data encryption, two-factor authentication and restriction of access to certain IP addresses only.

Account Holder and its associated Users are solely responsible for protecting their files (the information on their computers/mobile devices), by taking the necessary measures, such as by installing anti-virus software, updating applications, password protecting files; for controlling against unauthorized access by Users or third parties; and for maintaining the confidentiality of usernames, passwords and account information. More information about the security of OBS ERP, as well as recommendations about the organizational and technical measures that can be undertaken by Account Holder to improve the security of the generated Content, can be found here: https://www.obs2go.com/en/guide/Security

Back-ups

Open Business Solutions OOD do incremental back-ups of Account Holder’s Content everyday. The sole purpose of these back-ups is to have a restore point in case of Service failure or other major Service malfunction. Restoring Content upon Account Holder’s request because of accidental deletions by Users is not part of the Service and is not provided. Account Holder understand that Open Business Solutions OOD may back-up files that are no longer usable due to corruption from malware or other causes. Therefore it is strongly advisable Account Holder to occasionally export any generated Content and back it up on a physical copy.

Changes

Open Business Solutions OOD has the unilateral right to make changes to this TSTC at any time. Any such changes shall be highlighted so that Account Holder and Users are more easily aware of them.