This document is the Technical Support and Helpdesk Policy referred to in the Terms and Conditions for the Supply of Services applicable to the services to be or being supplied by Buzy Bee Software Services (Terms of Business). This Policy should be read in conjunction with and is subject to the Terms of Business, which are hereby incorporated.
Definitions
Unless otherwise stated, words and expressions defined in the Terms of Business shall have the same meaning in this Technical Support and Helpdesk Policy. The following words and expressions shall have the meanings shown:
Client Portal
our customer service and Incident tracking system or such successor system as we may designate from time to time which is presently available at https://clients.buzybeesoftwareservices.co.uk or such other URL as we may designate from time to time.
Helpdesk Queries
a request by you for assistance in using any of our bespoke applications, services or Content Management Systems. We shall make the final determination as to what constitutes a Helpdesk Query, as opposed to an Incident, in our sole discretion.
Helpdesk Services
the helpdesk services provided by us as described in this Policy, whether such services are provided via email, telephone support, our website or by any other means.
Incident
a request by you for assistance in addressing a single technical problem relating to a bespoke application, service or Content Management System. We shall make the final determination as to what constitutes an Incident, as opposed to a Helpdesk Query, in our sole discretion.
Normal Business Hours
(a) twenty-four hours a day, seven days a week in the case of technical support related Incidents which are Business Critical Incidents; and
(b) 8:30 a.m. to 5.30 p.m. (local time in the UK) during Business Days in the case of technical support related Incidents which are of Medium or Minor Incidents or Helpdesk Queries. We may amend the definition of Normal Business Hours from time to time in our sole discretion by providing notice of such change on our website, via the Client Portal.
Policy
this Technical Support and Helpdesk Policy.
Submissions
has the meaning given in Section 2.6 (Submission of Incidents and Helpdesk Queries).
Support Services
the Technical Support Services and Helpdesk Services agreed in an Order Form or Project Plan.
Technical Support Services
the technical support services provided by us as described in this Policy, whether such services are provided via email, telephone support, our website or by any other means.
Term
the period during which we are providing you with services under the Contract.
The Support Services
Provision of Support Services.
We shall use commercially reasonable efforts to provide you with the Support Services during the Term provided that you have not exceeded the allocated time set out in the relevant Order Form or Project Plan.
Normal Business Hours.
We shall use reasonable endeavours to provide the Support Services during Normal Business Hours.
Scope of Support Services.
only in connection with Incidents and Helpdesk Queries that we, in our sole discretion, determine are related to the Website; We will provide the Support Services:
only if you have agreed for us to provide Support Services, and
only to the designated client Project Manager as defined in the Terms of Business.
we will not provide support services
for Incidents or Helpdesk Queries that we, in our sole discretion, determine are related to any applications or services which are separate from the Website.
Web, Email and Telephone Support.
We shall use reasonable endeavours to provide the Support Services via our website using the Client Portal, via email communications, or via telephone. One Incident or Helpdesk Query can involve multiple communications. We shall provide the Support Services, and all Incidents and Helpdesk Queries shall be submitted, in the English language only.
Location of Support Services.
We shall provide the Support Services from any facility we designate for the provision of such Support Services.
Submission of Incidents and Helpdesk Queries.
All Incidents and Helpdesk Queries must be submitted via the Client Portal or email.
In order for us to provide the Support Services to you, you must provide all information reasonably requested by us with respect to each Incident and Helpdesk Query. If you fail to provide sufficient detail regarding the Incident or Helpdesk Query, we shall not be obliged to provide the Support Services to you.
Service Levels
Priority of Support.
We will use reasonable endeavours to prioritise our response to Incidents and Helpdesk Queries depending upon the level of support applicable to such Incidents and Helpdesk Queries. Further detail is set out in Section 3 (Priority of Support) below.
Escalation of Incidents.
We maintain internal escalation procedures with respect to Incidents. In the event that our representative is unable to find a resolution to the Incident (assuming a resolution is commercially feasible), we will escalate the Incident in accordance with our internal escalation procedures. We may change our internal escalation system from time to time within our sole discretion.
Support Levels.
Subject to Section 3 (Priority of Support) below, we will use reasonable endeavours to resolve all Incidents and Helpdesk Queries as soon as practically possible, but do not make any representations or warranties as to the timeliness of the resolution of any Incident or Helpdesk Query. We shall resolve all Incidents subject to Section 2.7.4 (Resolution of Incidents).
Resolution of Incidents.
In the event that we resolve your Incident, or make a determination that no resolution is commercially feasible, we will update you via one or a combination of the following: Client Portal, phone or email, and close the Incident. Alternatively, we may determine whether a support issue raised in an Incident constitutes a bug in the relevant software (Software Bug) or a request for a new feature (Feature Request). If we determine that a support issue raised in an Incident constitutes a Software Bug, we will inform our development team for further consideration and possible correction. If we determine that a support issue raised in an Incident constitutes a Feature Request, we will close the Incident and provide details as described in the Change Control section of the Terms of Business. Any information, feedback, ideas or suggestions you provide to us with respect to a Software Bug or Feature Request shall be deemed a Submission.
We shall in our sole discretion determine:
(a) whether an Incident has been resolved;
(b) whether a resolution is commercially feasible;
(c) whether a support issue raised in an Incident constitutes a Software Bug or Feature Request; and
(d) whether or not and when to close an Incident. We will not provide the Technical Support Services for closed Incidents.
Priority of Support
At the time of Submission of an Incident or Helpdesk Query, we will assign a priority to the Incident or Helpdesk Query in accordance with the following priority classifications:
| Priority | Description |
| Business Critical Incidents | Website, bespoke application or service is non- functional with high impact on your operations. |
| Medium Level Incidents | Website, bespoke application or service is partially usable with medium impact on your operations, or a Business Critical Incident to which a temporary work-around has been applied. |
| Minor Level Incidents | Minor problems with very low impact on your operations. |
| Helpdesk Query | We determine, in our sole discretion, that the Submission does not relate to an Incident. This will generally be instances where you require guidance on the use of your website, service or bespoke application, rather than where there is an error. |
We shall use reasonable endeavours to respond to any Incident or Helpdesk Query within the following time scales:
| Priority | Initial Time to Respond |
| Business Critical Incidents | 60 Minutes |
| Medium Level Incidents | 90 Minutes |
| Minor Level Incidents | 180 Minutes |
| Helpdesk Query | As soon as reasonably practicable |
Commencement
The first annual support year commences on the Business Day the Website, Bespoke Application or Service is made available to you for the Debugging Process (as defined in the Terms of Business), or as specified in the annual related invoice (Support Commencement Date), and expires at 11.59pm on the day before the next anniversary of the
Support Commencement Date.
The renewal is automatic with effect from each anniversary of the Support Commencement Day, subject to termination in accordance with the Terms of Business.
Annual Support Packages
The minimum amount of support that you can buy on any occasion is three hours per annum. However a greater number of hours may be purchased. These prices apply if purchasing for the first time or when renewing your Annual Support Package. Please contact us for further details.
Expiry
We keep a record of all the time we spend attending to any support enquires, and will notify you when the number of hours in your package have been used. At this point you can top-up your support package by a minimum of three support hours.
All support packages expire at 11.59pm on the day before the next anniversary of the Support Commencement Date and you will not be entitled to a refund of any charges paid for unused support hours. You can then decide whether to increase the hours you would like to purchase for the following year based on the same principles as above. This must be advised prior to the start of the commencement of the new next support year.
Termination
We shall cease providing the Support Services on termination of the Contract and you will not be entitled to a refund of any charges paid for unused support hours.
Variations
We may in our sole discretion amend this Policy at any time.