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Support agreement

Our Support Agreement, which is a part of our terms of business, is listed below. There are a total of 13 points. Click on the one that relates to you, and it will expand to reveal its content and sub-points.

I’m always available for a discussion if you need assistance or if you have any inquiries about the terms. You’re welcome to get in touch with me using the button below.

Best regards, Christian

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Christian Mikkelsen

CCO

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1. Purpose

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

  • Contact the support by phone, e-mail or online within the time frame agreed in the service agreement.
  • The agreement covers support for Apport Pro and Advanced defined as the System.
  • The agreement includes software (referred to as the System) provided by the Supplier for the use of the Customer.
  • The agreement does not cover the provision of consultancy services from the Supplier.
  • Support for this agreement is provided in either Danish or English.
2. Supplier Obligations

The Supplier’s obligations are based upon:

  • That the purpose is to maintain operations of the Customer’s System.
  • That the Customer is served via a shared Helpdesk with the Supplier’s other customers.
  • That the Customer maintains a certain familiarity with the logistics processes that are supported by the System.

The Supplier’s obligations:

  • Provide operational support – for technical as well as user-related problems with the use of the System.
  • Correct errors in the System concerning programming and/or the replacement of defective software.
  • Assist with troubleshooting and other assistance to maintain satisfactory functionality while errors are fixed.
  • Maintain documentation of the customer's installation: delivered software and received error messages 2 years back.
3. Customer Obligations

With this agreement, the Customer accepts the following obligations:

  • Document enquiries with contact info, description of the problem, date/time, and data that could help to troubleshoot.
  • If the enquiry, according to the customer, is due to a system error, it must be possible to reconstruct the error.
  • Assist with troubleshooting, reproduction of errors, checks on master data, etc., and provide the necessary workforce.
  • Without the necessary workforce, the work of solving the problem will be paused.
  • The work will be resumed when the workforce is available and the supplier is not occupied with other tasks.
  • Maintain the users’ knowledge and competencies in the Supplier’s IT systems.
  • To be responsible for correct documentation of the Customer’s work routines and data.
4. Specification of Operational Support

The Supplier’s operational support covers:

  • Assistance for users concerning enquiries, problems, and errors.
  • Analysis of errors reported from the users, solving errors, and status for reported errors.
  • The helpdesk allocates a priority after receiving the enquiry. The Customer can request a change of priority.
  • Information on irregularities, a continually updated status as to when normal production is expected to be established.
  • To keep a regular log of enquiries to support the users via the Supplier’s Helpdesk system.

The Supplier’s operational support does not cover:

  • Scenario testing of the Customer’s application.
  • Assistance to the Customer for IT systems or hardware not supplied by the Supplier.
  • Education and training of the Customer’s super-users and users.
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:

  • Operating difficulties with third-party suppliers
  • Internet and network connection.
  • Updating of software on terminals or PC equipment.

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, the Customer will, to the extent that this is possible, be notified of this before.

5.1 Hosting terms

We are utilizing Microsoft Azure’s cloud hosting platform as our cloud hosting of choice. The following links will take you to the relevant sites, where you can read the hosting terms for Azure:

6. Service levels
Basic support

A subscription where the customer pays per hours started on tasks that are created.
*For each ticket time is registered pr. 60 min. started. 

Service level 0

Access to support during normal opening hours.
  • Normal opening hours*
  •  
  • Weekdays: 8.30 – 16.30
  • Friday: 8.30 – 15.30
DKK 1.495 / hour
All enquiries from basic support are registered with a minimum time spent of one hour.

*Excluding Danish Holidays, the 5th of June from 12.00pm and forwards, and the 24th of Dec and the 31st of Dec.
Extended support

A subscription that includes one hour of free support per month. Unused time is not carried over to the next month.
*For each ticket time is registered pr. 15. min. started. 

*Excluding Danish Holidays, the 5th of June from 12.00pm and forwards, and the 24th of Dec and the 31st of Dec.

Apport Pro

Service level 1

Access to support during normal opening hours.
  • Normal opening hours*
  •  
  • Weekdays: 8.30 – 16.30
  • Friday: 8.30 – 15.30
DKK 999 / month
All inquiries during the period covered by the customer's service agreement are recorded with a minimum time consumption of 15 minutes.
Apport Advanced

Service level 1

Access to support during normal opening hours.
  • Normal opening hours*
  •  
  • Weekdays: 8.30 – 16.30
  • Friday: 8.30 – 15.30
DKK 999 / month
All inquiries during the period covered by the customer service agreement are recorded with a minimum time consumption of 15 minutes.

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.
DKK 2.990 / month
All enquiries within the period covered by the Customer’s service agreement are registered with a minimum time spent of 15 minutes.

Service level 3

Access to on-call service 365 days a year
  • Normal opening hours
  • Extended opening hours
  • Evening, night & weekend
  •  
  • Only high priority cases will be handled outside normal opening hours
DKK 8.970 / month
All enquiries within the period covered by the Customer’s service agreement are registered with a minimum time spent of 15 minutes.
7. Handling Enquiries
Prioriteter

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.

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.

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

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/*1 hour 1 business day 2 business days
8. Exceptions

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

  • Remedying of errors and deficiencies, which are caused by an unsuitable electrical supply, temperature, or air humidity.
  • Remedying of errors and deficiencies that are due to defects in the Customer’s hardware.
  • Remedying of errors and deficiencies that are not practically possible for the Supplier to perform due to changes to, or connection of, the product, which have not been undertaken by the Supplier.
  • Remedying of errors and deficiencies or consumption of service hours spent on software not supplied by the Supplier.
  • Remedying of errors and deficiencies caused by updates to the Customer’s own software, which may be a contributing factor in the System not functioning correctly.
  • Insufficient training of users.
9. Payment

Apport’s service agreement is taken out as 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.

Hourly rates for basic support agreements

Hourly rate in DKK. For each ticket time is registered per 60 min started. 

Normal opening hours Extended opening hours On-Call Service
Service level 0 DKK 1.495 - -
Hourly rates for extended support agreements

Hourly rate in DKK. For each ticket, time is registered per 15 min. started.

Normal opening hours Extended opening hours On-Call Service
Service level 1 Free Support - -
Service level 2 DKK 1.495 DKK 1.495 -
Service level 3 DKK 1.495 DKK 1.495 DKK 1.495
10. System changes.

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.

13. Other

For terms that are not described in this agreement, please refer to the Apport Terms and Conditions: General Terms.