1. Overview

1.1 Introduction

This article describes the Asset Bank Customer Support Programme. It sets out our commitments to you, how we handle your requirements and the associated costs involved.

This programme should cover everything you need to keep your Asset Bank running smoothly, including help, upgrades, consultancy and defect resolutions.

If you have any questions or comments do contact us and we will be happy to discuss.

1.2 Why join Customer Support?

Asset Bank is a functionally-rich web application. When implementing any new business application, we recommend you budget for ongoing maintenance, upgrades and improvements to ensure its value to your business is maintained and increases over time.

Customer Support is built-in for all customers. Some of the benefits of our support programme include:

• Your calls and emails will be prioritised by our team who are on hand to answer any queries or issues, with guaranteed response times.
• There is a clear procedure for handling your requests, including access to training & consultancy to support your plans and decisions.
• Easy access to product upgrades, ensuring your Asset Bank stays up-to-date and meets future needs.
• Most importantly, through customer support we demonstrate our commitment to keeping your Asset Bank running smoothly.

1.3 What’s included?

Our Customer Support Programme includes the following:

• A dedicated support team located in Brighton, U.K. - contactable by phone, email or our Zendesk ticketing system.
• Product upgrades – so you benefit from new features and enhancements.
• Administrator help – to support your administrators with their ongoing management of the system (Fair Use Help policy applies).
• Defect resolutions - with guaranteed response times, as per our Service Level Agreement (SLA) outlined below.

We also provide a range of consultancy services such as data migrations, configuration, training, and advanced technical support. We will recommend these services where Fair Use Help is not sufficient for your needs and this enables us to provide more intensive, tailored support.

2. Our services in detail

2.1 Product upgrades

Asset Bank is continually evolving, and customers in support receive product upgrades which cover:

• New product features and enhancements to existing functionality
• Security updates
• Resolutions to software defects/bugs

Continued product upgrades will ensure that your Asset Bank remains leading-edge and meets the growing needs of your business and users. You can read about features available to new versions of the software here: https://www.assetbank.co.uk/features/latest/

Please sign up to our quarterly news updates if you would like to receive the latest Asset Bank news, security announcements or would like to shape new feature and product development. https://www.assetbank.co.uk/contact/news-updates/

Customers automatically receive the latest version of Asset Bank as soon as it's released.

2.2 Administrator Help

Our Customer Support Programme includes the provision of help for users who have attended an Asset Bank training course and feel comfortable with administering their site. This help includes:

• Questions about day to day administration and configuration.
• Investigation into queries around possible defects.
• Initial investigation into requirements for consultancy or training, or a short administrator consultancy call.
• Initial investigations into technical configurations such as API, SSO setup or data migrations.

2.2.1 Fair Use Help policy

We operate a ‘fair use’ policy for administrator help. We reserve the right to renegotiate your support fee and/or to charge according to our Time and Materials policy (defined below) under any of the following circumstances:

• If we frequently receive questions that are already answered in either product documentation or knowledge base articles, or where the administrator user has not attended an Asset Bank training course.
• Where the request falls outside the reasonable scope of support and is considered consultancy. For example:
  • Queries that require detailed knowledge of the customer’s assets, business or configuration/s and/or that request specific guidance that is outside the scope of providing guidance of how Asset Bank is designed to operate.
  • In depth investigation and resolution of issues relating to the API or 3rd party integrations, for example with a CMS (Content Management System).

2.3 Consultancy services

We aim to provide support for all of your changing needs. Where our Administrator Help service is not sufficient for the level of support you require we can work with you to provide additional support services. We offer the following packages:

• An Asset Bank Healthcheck – a tailored package of consultancy and training to ensure you are making the most of your Asset Bank.
• Administrator Training (online or on-site).

In addition we offer the following services which are charged under an hourly rate (see 3. Time & Materials Policy for details):

• Bespoke configuration, for example configuration to tailor Asset Bank to match your changing needs or help plan your taxonomy and work-flows
• Data migration - including consultancy to manage the format of your data while you bring it into, or out of, your Asset Bank
• Bulk Data Exports (i.e backup to physical drives or export to FTP servers)
• API, CMS or SSO consultation and issue resolution
• Updates to the branding of your Asset Bank
• Data backup services, please see our Shared Hosting Service Description

2.4 Service Level Agreement (SLA)

This SLA outlines our commitment to you for investigating and resolutions for software issues (defects) which may affect use of the platform. This does not cover issues relating to configuration that your administrator users are responsible for managing. Time-scales for resolutions depend on the severity of the issue.

All times mentioned are subject to our normal business support hours of 9am to 5pm in the United Kingdom.

2.4.1 Guaranteed start and target resolution times

Table 1: Customer Support response times

2.4.2 Defect resolutions and workarounds

Defects will be assessed against the above criteria and we will provide a resolution or acceptable workaround for critical defects. Major and minor defects will be assessed against our internal prioritisation criteria and we will provide a resolution where deemed appropriate by us. We will always endeavour to provide a workaround where one exists.

2.4.3 Compensation terms

For each day overrun of the relevant target start time we will reduce the next month’s support cost by 25% up to a maximum of 100%.

2.5 Out of hours support

Our standard support service is available 9am to 5pm UK working days (excluding weekends and bank holidays).

3. Time and Materials Policy

All services that are not covered by your ongoing Customer Support Subscription fee will be charged at an hourly rate of £160 plus VAT (VAT non-applicable outside of the United Kingdom).

• All requests are subject to a minimum charge of 1 hour per issue raised.
• Additional support will be charged at the same rate, in blocks of 1 hour.
• All costs after the initial hour will be agreed in advance and confirmed before work is started.

Revision Date: 3rd February 2025