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Service aftale

Service Agreement

1. Purpose

Terms and conditions for the support, which the Supplier offers the Customer

2. Supplier Obligations

The Supplier’s obligations are based upon:
The Supplier’s obligations:

3. Customer Obligations

With this agreement, the Customer accepts the following obligations

4. Specification of Operational Support

The Supplier’s operational support covers:

The Supplier’s operational support does not cover:

5. Operational Stability

It is the Supplier’s job to ensure the highest operational stability possible, but the Supplier is not responsible for breakdowns or operational disturbances caused by factors outside the Supplier’s control.
These include:

Should downtime or disturbances occur to the Customer’s System, the Supplier will strive to resume normal operations as quickly as possible.

In case of planned downtime, including in connection with updates, the Supplier will strive to ensure these are scheduled so they do not disturb the Customer. The Supplier will primarily schedule updates in the service window of Tuesdays during the period of 22.00-24.00.

Should it be necessary for the Supplier to interrupt access to the System outside of the indicated service window, then the Customer will, to the extent that this is possible, be notified of this before.

6. Service Levels

6.1 Basic Support

Subscribe to basic support where all enquiries are registered with a minimum time spent of one hour. The customer has access to support during the supplier’s normal opening hours. 

Service Level 0

Access to support during normal opening hours
  • Normal opening hours
  •  
  • Weekdays: 8.30 – 16.30
  • Friday: 8.30 – 15.30

6.2 Extended Support

Subscribe to the extended support service levels. The monthly fee includes one hour’s free support a month and all enquiries within the period covered by the customer’s service agreement are registered with a minimum time spent of 15 min.

Unused hours are not transferred to the following month.

APPORT PRO

Extended service levels for Apport Pro customers.

Service Level 1

Access to support during normal opening hours
  • Normal opening hours
  •  
  • Weekdays: 8.30 – 16.30
  • Friday: 8.30 – 15.30

Service Level 2

Access to support during extended opening hours
  • Normal opening hours
  • Extended opening hours
  •  
  • Weekdays: 6.00–8.30 & 16.30–18.00
  • Friday: 6.00 – 8.30 & 15.30 - 17.30
  •  
  • Only high priority cases will be handled outside normal opening hours.

Service Level 3

Access to on-call service, 365 days a year
  • Normal opening hours
  • Extended opening hours
  • Evening, night and weekends
  •  
  • Only high priority cases will be handled outside normal opening hours.​
APPORT ADVANCED

Extended service levels for Apport Advanced customers.

Service Level 1

Access to support during normal opening hours
  • Normal opening hours
  •  
  • Weekdays: 8.30 – 16.30
  • Friday: 8.30 – 15.30

Service Level 2

Access to support during extended opening hours
  • Normal opening hours
  • Extended opening hours
  •  
  • Weekdays: 6.00–8.30 & 16.30–18.00
  • Friday: 6.00 – 8.30 & 15.30 - 17.30
  •  
  • Only high priority cases will be handled outside normal opening hours.

Service Level 3

Access to on-call service, 365 days a year
  • Normal opening hours
  • Extended opening hours
  • Evening, night and weekends
  •  
  • Only high priority cases will be handled outside normal opening hours.​

7. Handling Enquiries

7.1 Priorities

All enquiries to the Supplier’s support are divided into three categories:

High: A critical operational breakdown that affects all orders and/or all employees.

Medium: Operational enquiries that significantly impact the warehouse, but which can be handled in an alternative manner that is more resource demanding.

Low: Non-critical operational enquiries, which affect few orders and/or employees.

7.2 Procedure upon enquiry

NORMAL OPENING HOURS

Primary: Via email or online helpdesk system (Freshdesk).

Secondary: Via telephone +45 7244 9950

Critical error (*High priority): Via email or online Helpdesk system and by phone.
For response times within 15 min (extended support) or 4 hours (basic support).

OUTSIDE NORMAL OPENING HOURS
Critical error (*High priority): By on-call telephone number. The number is handed out to customers with service level 2 or 3.

7.3 Response times

The Supplier works towards resolving enquiries without undue delay within normal opening hours.

High Medium Low
Basic support 4 hours 3 business days 5 business days
Extended support 15 min/*one hour 1 business day 2 business days

*For enquiries outside normal opening hours, the response time is 1 hour for high-priority enquiries.

8. Exceptions

For the service obligations which the Supplier has committed to in accordance with this agreement, the following exceptions shall apply:

9. Payment

Apport’s service agreement is a monthly subscription, in which the monthly fee for the service agreement depends upon the Customer’s system and selected service level. The fee for the monthly support subscription follows licence payments for the warehouse management system, paid in arrears.

Any errors due to technical bugs in Apport’s software are not invoiced. Apport is responsible for documenting errors that are not due to Apport software. Support costs are invoiced on the last business day of the month.

9.1 Hourly rates for the basic service agreement

Hourly rate in DKK / per 60 min. started. 

Normal opening hours Extended opening hours On-call Service
Service Level 0 1.325 - -

9.2 Hourly rates for the extended service agrements

Hourly rate in DKK / per 15 min started. 

Normal opening hours Extended opening hours On-call Service
Service Level 1 1.325 - -
Service Level 2 1.325 1.800 -
Service Level 3 1.325 1.800 2.300

10. Changes in the System

If the Customer performs changes to software or equipment without the Supplier’s consent or connects/inserts other equipment/software that has a significant impact on the system’s proper functioning, the Supplier is entitled to demand future exemption from any obligation in relation to the goods supplied. Including rectification of errors and carrying out service tasks, to the extent that this is reasonably justified.

Should the Customer revert to the original situation, the Supplier’s obligations shall continue to apply.

11. Entry into Force

The provisions in this agreement enter into force upon roll-out of the system by the Customer. The parties’ rights and obligations in accordance with this agreement exist for as long as the Customer uses the system.

12. Termination or Changes to the Agreement

The agreement applies for the first year of the warranty period and may not be terminated during that time or changed to a lower service level than originally agreed. The agreement may subsequently be terminated or changed by providing notice of the current month plus 30 days. This agreement can be terminated instantly, however, if the Customer exceeds the payment terms by more than one month.

This agreement can only be changed with written approval from both the Customer and the Supplier. Unless otherwise agreed, the provisions in this agreement apply to all additional deliveries from the Supplier to the Customer.

All prices are in Danish kroner and exclude VAT. The prices are regulated once annually in accordance with Statistics Denmark’s Consumer Price Index each December. The adjustment is made for the first time effective from January 2023.

13. Other

For terms that are not described in this agreement, please refer to the Apport Standard Sales and Delivery Terms.