THIS MAINTENANCE AND SUPPORT POLICY APPLIES TO EXISTING CUSTOMERS WHO HAVE PURCHASED ANY SERVICE FROM FINROCK GLOBAL LTD.
WORKING HOURS
Our normal office hours are Monday-Saturday 9 AM to 5 PM GMT (Greenwich Mean Time), excluding the UK public holidays.
RESPONSE TIME
We respond to technical support enquiries by email or telephone. Response time depends on problem, which we put in 3 categories:
- Severity 1 (Critical) - Within three hour
- Severity 2 (High) - Within twelve hours
- Severity 3 (Low) - Within twenty four hours or by Next business day (GMT)
RESOLUTION TIME
The maximum acceptable resolution Time is 24 continuous hours, after Initial response time. The maximum acceptable Resolution time is four business Days. The maximum acceptable Resolution time is ten business Days.
SERVICES ACCESS
Support is available by lodging a request on the mail: support@finrockglobal.co.uk. Priority is given to our customers on maintenance. After that, priority is given to those calls logged via email. We reserves the right to limit each telephone call to half an hour and to limit each call to one incident, which is defined as a single support issue or question.
SERVICES AVAILABILITY
Service availability may occasionally deviate from stated hours due to downtime for systems and server maintenance and observed London, UK public holidays. Finrock cannot guarantee that you will not experience some delay in having one of our technical support consultants answer your query - as call volumes fluctuate so response time will also fluctuate.
UPDATES AND UPGRADES
Your Annual Maintenance agreement entitles you to any updates without charge, if such updates become available during the term of your subscription. Finrock does not warrant that there will be any updates to Finrock's software during the maintenance term. Upgrades to the latest version are not included under annual maintenance & are chargeable (at a discounted price). Any updates and/or upgrades will be available for download from our website only.
MAINTENANCE AND SUPPORT TERMS
The initial Maintenance and Support Term begins from the initial purchase date and ends 3 months later.
EXCLUSIONS
Finrock has the right to refuse support and/or maintenance to anyone we deem, on the basis of outstanding payments, being rude or swearing, or any other reason we feel violates the nature of our business. Finrock also reserves the right to not renew support/maintenance agreements.
CALCULATIONS AND MAINTENANCE AND SUPPORT TERM FEES
The Annual Maintenance and Support Fee is calculated at 20% of the total retail price of the product, no matter when they were purchased.
RENEWAL AND PAYMENTS
You will be automatically sent an invoice via email for the annual Maintenance and Support Term fee. Finrock makes every effort to provide you with an invoice and notice of renewal 14 days prior to the end of each Maintenance and Support Term, however, it is your responsibility to note this date and to keep us informed of the email address of the primary contact for your business, so that we can reach you. If payment is not received within 14 days of the invoiced date, then it will be assumed that you do not wish to renew and your annual maintenance will be terminated.
NON-MAINTENANCE AGGREMENT SUPPORT
Finrock will still offer support to customers not on a current Maintenance and Support Term agreement at the following charges: GBP 2500/- per incident. Payment must be paid before any support is given.