As of April 16, 2020 SARS-CoV-2 Response

We are committed to the safety and health of all our Worldwide Employees and Customers and will endeavour to follow all guidelines of Centers for Disease Control and Prevention (CDC), Public Health England and applicable local governments. During this time all our global teams will be following Work-From-Home directives and will continue to work normal business hours. We apologize for any delay in responses and appreciate your understanding.

Acuerdo de nivel de servicio

Effective date: September 2020

Last updated: September 2020

Important note: this agreement only applies to software purchased by the requestor directly from Mondago. For Mondago software purchased through distributors or resellers of Mondago products, the requestor should refer directly to the distributor or reseller for details of the service level agreement available. Where the requestor is a Mondago distributor or reseller the terms of the distribution / reseller agreement supersede this agreement

1. Introducción

This Service Level Agreement ('SLA') describes the processes involved in Mondago's delivery of support functions to the Requestor. Provision of this service is conditional upon the Requestor subscribing to and paying for an applicable support agreement in accordance with the End User License Agreement (EULA).

2. Support general process

Mondago utilizes a two-tier support model for processing incident reports for support. Initial request for support is made adhering to the support email guidelines contained within this schedule. Un ingeniero validará toda la información del contrato y evaluará los detalles relevantes a la pregunta o problema. A unique Service Request number will be assigned and delivered to the Requestor via email. Este número de Solicitud de Servicio se utilizará para dar seguimiento al incidente hasta su resolución final.

Si es necesario, se reproducirá un incidente en el entorno de prueba de Mondago. Puede ser necesaria una investigación adicional, incluyendo una resolución adicional de problemas o actividad de depuración. Según estos resultados, un incidente puede resolverse o, si se identifica una anomalía, puede escalarse a Desarrollo.

3. Support general process

Support requests should be entered directly into the ticketing system of the applicable service desk portal which can be found. For requests generated in the portal, a ticket will automatically be generated and sent back to the Requestor. Tickets will be directed to a technical support engineer. In order to expedite the processing and resolution of an individual incident, and to maintain and improve our service quality, it is essential that certain information accompany any initial Service Request.

When an email is sent, a support engineer will need to identify the following information:

  • Requestor name
  • Requestor Contact name
  • Requestor Contact email address
  • Requestor Contact telephone number
  • Nombre del sitio
  • Nombre del producto
  • Versión
  • Plataforma de hardware de la computadora
  • Versión de la plataforma
  • Descripción detallada del incidente que incluye, cuando corresponde, pasos para reproducir el problema

Parte de esta información (como la identidad de la persona que presenta el incidente) puede ser obvia, aunque no se indique expresamente. Los ingenieros de Mondago no rechazarán solicitudes razonables, aunque sería prudente incluir la información como precaución.

Mondago support engineer will attempt to resolve the issue. Si los problemas no se pueden resolver de forma remota, el incidente se puede probar en el laboratorio de pruebas de Mondago. Once the incident has been transferred to Mondago's test lab the Requestor may be required to submit some additional information. In the event Mondago is unable to diagnose and, where appropriate, resolve the issue, then Mondago agrees to escalate the problem resolution in accordance with Mondago's escalation procedure. In all cases, Mondago will provide the Requestor a respective incident tracking number in all communications with the Requestor. In the event that Mondago assesses the nature of the Error to be a non-Mondago issue or failure, Mondago will reply accordingly.

Todas las solicitudes para abrir una Solicitud de Servicio se enviarán a todos los ingenieros disponibles de Mondago.

4. Target Times

El soporte de Mondago priorizará y responderá a los nuevos tickets de soporte como se detalla en la tabla a continuación. The Requestor will be allowed the discretion to set the initial priority of requests. En caso de abuso, Mondago se reserva el derecho de revocar esta disposición.

Prioridad Criterios Tiempo Máximo de Respuesta
1 -Crítica Un problema que hace que un solo sitio no funcione y sea completamente inutilizable. Within one working hour.(When raising an incident of this priority the Requestor must provide remote site access or site-based contact details including telephone number.)
2 -Muy alta Un problema que causa una pérdida de Productividad para más de cinco usuarios en un sitio determinado. Dentro de una hora de trabajo.
3 -Alta Un problema que causa una pérdida de Productividad para al menos un usuario en un sitio determinado. Dentro de cuatro horas de trabajo.
4 -Normal Un problema que no causa una pérdida de Productividad o una solicitud de trabajo programado. Dentro de un día hábil.

*Operating Hours: 0800 – 18:00 GMT, 09:00 – 18:00 EST

El tiempo de respuesta objetivo se define como el tiempo entre la recepción de la solicitud del usuario y el momento en que el Centro de Servicio de Mondago acusa recibo del problema y proporciona al cliente un número único de ticket para referencia.

5. Workarounds

Donde sea relevante, Mondago intentará ofrecer soluciones provisionales para reducir el impacto de cualquier problema. Estos están diseñados como un paso práctico para ayudar a mitigar cualquier problema.

6. Escalation

Es posible que algunos elementos de trabajo (especialmente aquellos relacionados con situaciones críticas) deban manejarse de una manera más rápida que la que se muestra en la tabla anterior. When this becomes the case, the Requestor will notify Mondago of the critical situation and Mondago will make reasonable efforts to expedite resolution of the critical situation.

If Mondago determines that sufficient information has been provided by Requestor and the escalation is accepted, an action plan will be agreed between Mondago and the Requestor. Each action plan should include the following information:

  • Problems statement, including early evaluation of possible resolution
  • Confirmation, when possible, that Mondago can reproduce the problem
  • Problem status
  • Requestor Contact telephone number
  • Actions required
  • Who needs to perform the actions (where “who" may refer to Mondago, Requestor, other vendors, etc. It does not necessarily require the identification of a specific engineer)
  • Projected date for resolution and, if possible, confidence level of date being met

Una vez que un problema ya no requiera un escalamiento, volverá al soporte normal.

7. Software Releases

The current software releases are made available on the public product web-site. Las versiones estarán acompañadas por notas que incluirán problemas conocidos y correcciones relacionadas con la versión y cambios dentro de la versión del software. It is the Requestor’s responsibility to store older software releases, if required, although the web-site will typically also include the previous supported version.

Beta and Pre-Release software will be available to Requestor by the Mondago support team. Tenga en cuenta que el software Beta y Previo al lanzamiento no pueden ir acompañados de notas y documentación relevante. Por definición, el software Beta y Previo al lanzamiento no será compatible fuera de un entorno de prueba dedicado. Es posible que el soporte completo para el software Beta y de Pre-lanzamiento no esté disponible.

8. Software Versions Covered

Mondago proporcionará soporte principalmente para la versión actual del software. El soporte para versiones anteriores se da a discreción absoluta de Mondago. When a problem exists, it is not recommended to upgrade to a newer release unless:

  • There is good reason to expect that the upgrade will address the issue.
  • Mondago engineer recommends the upgrade.

9. Requests to the Requestor

Mondago will inform the Requestor if they believe that an issue raised by a Requestor is not caused by a Software/Services or configuration error. In this situation the Requestor will be asked how to proceed. The Requestor may request Mondago to proceed with problem fault finding or stop fault finding at this point. Should the former option be selected, the fault finding may be at the expense of the Requestor if the fault does not lie with Mondago Software/Services. In this scenario the Requestor will pay Mondago for the time taken to diagnose the issue at Mondago's current consultancy rates and pay any reasonable expense costs incurred by Mondago. The Requestor is not liable to pay should the issue relate to a problem with Mondago software/services which is resolved by a Software/Services configuration change, a Software/Services change or a Software/Services patch.

10. Exclusions

Mondago shall have no obligation to support:

  • Product that is not stated as a supported version at Mondago’s product web site or other agreed method; as such Mondago may require that, for a given problem, the Requestor upgrades the Software/Services at a site to a newer version.
  • Product problems caused by Requestor or Requestor negligence, or misuse or misapplication, use of product rather than is specified in Mondago user guide or in any other causes beyond the control of Mondago; or
  • Product installing on any computer hardware that does not meet Mondago’s minimum hardware requirements.
  • Product problems directly related to 3rd party hardware, software or equipment not directly associated with the supplied software.

11. Communications

Las situaciones críticas pueden requerir que las partes utilicen el teléfono para comunicaciones inmediatas. Las partes darán seguimiento a dichas comunicaciones a través de la interfaz electrónica. Cada parte es responsable de sus propios costos de esta comunicación.

En circunstancias en las que materiales deben intercambiarse por fax, servicios de mensajería u otros servicios de entrega, cada parte es responsable de financiar sus propios costos de estos intercambios.

12. Definitions

The definitions, apply to all of this Service Level Agreement:

Requestor- The party raising a support request and Software licensee

Mejoras- All Software/Services changes, including new releases, new versions, product improvements, system modifications, updates, upgrades, and field modifications.

Error- An error in the Software, which degrades or affects the product to the detriment of the Requestor’s usage, as compared to Mondago's, published specifications.

Reparado- La reparación o reemplazo de un objeto o versiones de código ejecutable del producto para remediar un error.

Service Desk Web Portal- A web site provided by the Distributor for Mondago to raise service requests.

Information- Cualquier idea, dato, programa, técnica, de negocio, información tangible o no tangible, como sea transmitida.

Productividad- A primary reason the Software/Services was deployed to reduce the time to undertake repetitive tasks and increase the daily productivity of the Customer’s workforce.

Second Line support- Technical and administrative support and troubleshooting of Supplier’s Software/Services.

Software- A Mondago software product purchased by the Requestor.

Services- A Mondago service product purchased by the Requestor.

Tiempo Máximo de Respuesta- The amount of time between the initial contact of Requestor and the time that a Supplier engineer begins working on the problem. Note: For clarification Target Response Time is not defined as the time between the receipt of contact and problem resolution.

Soluciones Provisionales- A change in the procedures followed or data supplied by Mondago to avoid Error without impairing use of the product to the detriment of the Requestor or its Customers.