TouchPanelControl

  1. General Overview

    This is a Service Level Agreement ("SLA") between Touch Panel Control Ltd ("TPC") and their clients. Its purpose is to document the general levels of availability and maintenance associated with the products that TPC provides and the procedure by which users of the services may request support.

    This SLA covers the period from 1st May 2010 and may be reviewed and revised as required. Please ensure you check the SLA links from the main website www.touchpanelcontrol.com from time to time to ensure you are familiar with the latest version.

  2. Service Description

    TPC is a provider of applications that allow the transfer of AMX TP4 design files to supported control devices such that they are then able to operate as an integrated part of an AMX automation environment.

    TPC provides its applications through an e-commerce website that includes a licensing portal which allows its product to be purchased and then activated on supported devices.

    TPC will provide an online support help desk for customers of their products to raise support requests for assistance.

    TPC will provide access to product updates, enhancements and fixes for all paying customers.

  3. Requesting Service

    TPC will operate an online support help desk through the website at www.touchpanelcontrol.com for customers who have purchased product licences.

    Support will be on a ticketed basis by completing the supplied form. All fields must be completed and a clear description of the problem must be provided with accompanying test data where appropriate.

    The help desk service will be manned by TPC personnel during working hours of 09:00 to 18:00 GMT.

    TPC shall endeavour to reply to all new support requests within 30 minutes of receipt.

    TPC shall designate support requests as either "feature request", "level 3", "level 2" or "level 1" incidents depending on the deemed severity of the issue, with "Level 1" issues being the highest.

    (a) " Level 1 Error" means that the Licensed Software or a major function or subsystem of the Licensed Software is inoperable.

    (b) " Level 2 Error" means that an Error has a significant impact on an End User’s use of the Licensed Software but that all components of the Licensed Software remain operable.

    (c) " Level 3 Error" means that the Licensed Software has a functional error but the impact of an Error on an End User’s use of the Licensed Software is not significant.

    (i) If a Level 1 Error is not corrected within two hours of an End User’s reporting it, then TPC’s technical manager shall immediately telephone the end User and describe in detail the efforts underway (including confirming TPC’s assignment of personnel to give full time attention to correction of the Level 1 Error). If the Level 1 Error is not corrected within three hours of an End User’s reporting it, then TPC’s business manager shall immediately telephone the End User and give a status report. If the Level 1 Error is not corrected within four hours of an End User’s reporting it, then TPC’s director shall immediately telephone (and each hour thereafter until the Level 1 Error is corrected) the End User and give a status report.

    (ii) If a Level 2 Error is not corrected within four hours of an End User’s reporting it, then TPC’s technical manager shall immediately telephone the End User and describe in detail the efforts underway (including confirming TPControl’s assignment of personnel to give full time attention to correction of the Level 2 Error). If the Level 2 Error is not corrected within six hours of an End User’s reporting it, then TPC’s business manager shall immediately telephone the End User and give a status report. If the Level 2 Error is not corrected within eight hours of an End User’s reporting it, then the Level 2 Error shall be deemed a Level 1 Error.

    (iii) If a Level 3 Error is not corrected within one week of an End User’s reporting it, then TPC’s technical manager shall immediately telephone the End User and describe in detail the efforts underway. If the Level 3 Error is not corrected within two weeks of an End User’s reporting it, then TPC’s business manager shall immediately telephone the End User, give a status report, and assign appropriate personnel to give full time attention to correcting the Level 3 Error. If the Level 3 Error is not corrected within three weeks of an End User’s reporting it, then the Level 3 Error shall be deemed a Level 2 Error.

  4. Online services

    (a) With respect to all Internet-based functionality and materials made available by TPC in connection with the Licensed Software ("Online Services"),

    (1) TPC shall provide such Online Services in a professional manner and consistent with with quality assurance standards

    (2) TPC shall provide such Online Services to the End Users in accordance with the following service levels:

    (i) The Online Services shall be available to the End Users no less than 99% of every 24-hour period, excluding scheduled downtime between the hours 1:00 a.m. and 4:00 a.m. (Dallas, US, time);

    (ii) The Online Services shall be provided using current industry-accepted (1) secure connections, (2) user authentication/authorization protocols, and (3) secure data management;

    (iii) All information and data regarding the End Users shall be managed and secured on servers dedicated solely to the End Users and the Licensed Software and used solely in connection with TPC’s provision of the Online Services to the End Users.

    (iv) TPC shall back-up all of the End Users’ information and data in TPC’s possession and/or control in accordance with industry-acceptable back-up procedures.

  5. Exceptions

    The supported features of the application are clearly published and any functionality outside of this shall be deemed a feature request and not a functional error.

    Issues relating to installing any of the products on a platform that is not listed as supported will not be covered by the terms of the SLA.

    Issues resulting from modification, amendment or unauthorised use of the products will be exempt from this SLA.

    All time taken in trying to obtain full information about an incident where the original data supplied was incomplete or unclear shall not be deemed part of the SLA timescales.

    Although TPC will work to the above timescales on service requests, updates published to the iTunes AppStore are at the mercy of Apple's review process and are therefore subject to unavoidable delays.