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Service-Level Agreement

Service-Level Agreement
MagiCAD Software Support Services
17/10/2023

1 Background

This document outlines the Support Services description and Service-Level Agreement (SLA), which are provided by MagiCAD Group, hereafter referred to as the “Service Provider”, to the Customer.

2 Glossary

Service ProviderMagiCAD Group
CustomerThe Customer stated in the binding software delivery agreement
Support RequestA Customer-initiated support request for assistance with a technical issue related to license installation, activation, and use of the software.
HelpdeskThird party 1st tier Support provider
Support ServicesThe Service Provider’s Customer support team services

3 Scope of Service

3.1 Types of Support

The Service Provider offers Support Services via Telephone and/or E-mail contact. The Global Helpdesk is available to all markets with the Support Service provided in the English language. The Support Service in a local language is available to selected markets. Section 5 provides more details.

3.2 Support Service Coverage

The Support Services cover all software products developed and/or sold by MagiCAD Group. The Service allows an unlimited number of support submissions for software installation (both for the server and client workstations), licence activation, and use of the software.

Software Support Services do not include training services which are connected to the operational use of the platform such as the tools, features, calculation functionality, workflows, etc. In addition, it does not cover any other Customer-specific configuration requirements, supporting consultancy services, or MEP content creation for the benefit of the Customer’s business activities.

3.3 Support Service Availability

The Support Service availability in different market areas is detailed in section 5.

The preferred method of contact is to submit a Support Request via E-mail to the Support Services team.

When sending an online Support Service request via E-mail, all possible information related to the Support Request should be submitted. For example, the platform in use (AutoCAD, Revit, or BricsCAD), the software module and its version number, attachments such as downloadable log reports and screenshots, etc.

Support Requests sent via E-mail will be handled in the order they are received except for emergency cases, which are prioritised and escalated quickly. Country specific Support Service hours are detailed in section 5.

3.4 Response Time to Support Request

The Supplier aims to respond to all Customer Support Requests within the same business working day of receiving the submission. However, dependent on the time of the submission, some inbound Support Requests will be handled the next business day. Customer Support submissions should contain detailed information about any error, defect, or software issue to support the investigation process.

Note – Submissions lacking the key criteria outlined in section 4.3.3 may lead to extended delays in handling the support query.

4 Terms

4.1 Support Agreement Period

The Customer’s Support Service agreement period is directly tied and synchronised to the software maintenance and/or subscription agreement period. This is detailed in the Customer’s delivery agreement.

The Support Service agreement (alongside the maintenance and/or subscription agreement) is automatically renewed for the same fixed period, unless the maintenance and/or subscription agreement is terminated in writing no later than 2 (two) months before a new Support Service period is due to begin.

4.2 Number of Customer Users

The maximum number of support users is equal to the number of valid MagiCAD licences the Customer has. I.e., the number of perpetual and/or subscription licences owned under an active Support Service agreement defines the maximum number of Customer Users accessing the Support Service.

4.3 Support Request

Support Request channels should only be used for licence installation, activation, or software usability queries / issues. Customer Support Requests detailing the need for a new MagiCAD software tool, feature or function, general software improvements, or a change request relating to the overall Support Service functionality, will be escalated to a specific MagiCAD product development department and the support ticket will be closed. A member of the department may contact the Customer later to gather additional information or details on their Support Request submission.

4.3.1 Service Provider

The Service Provider shall address all Support Request submissions in a timely manner and contact the Customer for additional information or details as required. The Service Provider shall keep the Customer informed of the Support Request progress as and when applicable. All received Support Requests are processed in the same order as they are received. Section 4.3.2 details Major Incidents or Emergency Cases.

4.3.2 Major Incidents or Emergency Cases

Support Requests which report a fundamental operational issue / flaw in the software are prioritised and escalated quickly. These cases may be caused by, for example, a network licence server malfunction, a severe interoperability incident with the MagiCAD software platform or a third-party software.

Major incidents or emergency cases are always handled with the highest priority and will always be forwarded to the best available technical specialist within the Support Services team network. In cases where the root cause cannot be identified, and a final solution is not readily available; the Support Services team will do their best to provide a temporary work-around solution to restore the usage of the software.

4.3.3 Customer

To ensure a faster and more accurate response to a support query, it is the responsibility of the Customer to submit a clear and detailed description of the issue(s) they encounter. By doing so, this will limit any misunderstanding between the Customer and the Service Provider, which could otherwise result in a delayed response time. The following information should be included in a Customer support submission:

  • A written detailed description of the issue / query
  • Screenshots to support the issue / query
  • Where applicable, provide the downloadable MagiCAD log file report
  • The software module / version in use
  • The software base platform / version in use
  • The Windows operating system version in use

The Service Provider will endeavour to get back to the Customer as soon as possible to resolve the query. However, for queries requiring an inspection of a customer project file, the Service Provider is unable to guarantee an exact resolution time frame.

Support cases involving the submission of a Customer project file are frequently complex and require the allocation of a discipline-specific and/or tool specific technical support specialist to interrogate the model and resolve the issue properly. Customers are asked to be patient.

In cases where the issue(s) cannot be resolved within the first contact, the Customer should be prepared to provide further information and/or answer additional questions from the Service Provider.

4.4 Confidentiality and Processing of Personal Information

4.4.1 Processing of Personal Information

The Service Provider shall implement the appropriate technical and organisational security measures to protect the Customer’s personal information against accidental or unlawful destruction, loss, or alteration and against unauthorised disclosure, abuse or other processing in violation of the provisions laid down in the regulation (EU) 2016/679 of 27th April 2016 or Data Protection Act 2018 in the UK. Both Parties shall comply with the applicable privacy legislation.

4.4.2 Service Provider

The Service Provider will honour the confidentiality of all material and information provided by the Customer within their support submission.

4.4.3 Helpdesk

The Service Provider uses a third-party company for its first line of support. The Helpdesk is compliant with the regulation (EU) 2016/679 and will fulfil the same standards as the Service Provider.

4.4.4 Customer

The Customer shall not distribute or use any information provided by the Service Provider to a third-party or share the information in social media without prior agreement with the Service Provider.

4.5 Additional Services

This Service Level Agreement does not cover any other Support Services than those described in this agreement. All additional services and their prices must be separately agreed between the Customer and their assigned account manager. Such services include on-site support, standard and customised software usability training services, and supporting consultancy services.

5 Support Services in Different Market Areas

5.1 Global Support Service

The Global Support Service utilise a third-party Helpdesk provider in conjunction with support from dedicated technical experts.

The Global Support Service is provided in the English language.

E-mail Support coverage runs from Monday to Friday between the hours of 08.00 and 17.00 (EEST/EET). The contact E-mail address is: support@magicad.com

Telephone Support coverage runs from Monday to Friday between the hours of 08:00 and 17:00 (EEST/EET). The contact Telephone number is: +358 2 8387 6022.

Calls are charged according to international tariffs.

5.1.1 Exceptions in Service

The Global Support Service is available throughout the year. However, during the holiday season period, such as the summer months, the service may be slightly slower than usual. Discipline-specific submissions which require a dedicated technical expert whose expertise falls into a specialist domain may be temporarily unavailable.

The Global Support Service is not available during Finnish public holidays.

5.2 Support Services in Finland

The Support Service for Finland utilise a third-party Helpdesk provider in conjunction with support from dedicated Finnish technical experts.

The Support Service for Finland is provided in the Finnish language.

E-mail Support coverage runs from Monday to Friday between the hours of 08.00 and 17.00 (EEST / EET). The contact E-mail address is: support@magicad.com

Telephone Support coverage runs from Monday to Friday between the hours of 08:00 and 17.00 (EEST/EET). The contact Telephone number is: +358 (0)2 8387 6022.

Calls are charged according to domestic tariffs.

5.2.1 Exceptions in Service

The Support Service for Finland is available throughout the year. However, during the holiday season period, such as the summer months, the service may be slightly slower than usual. Discipline-specific submissions which require a dedicated technical expert whose expertise falls into a specialist domain may be temporarily unavailable.

The Support Service for Finland is not available during Finnish public holidays.

5.3 Support Services in the United Kingdom and Ireland

The Support Service for the UK and Ireland utilises a third-party Helpdesk provider in conjunction with support from dedicated UK technical experts.

The Support Service for the UK and Ireland is provided in the English language.

E-mail Support coverage runs from Monday to Friday between the hours of 08.00 and 17.00 (EEST / EET). The contact E-mail address is: support@magicad.co.uk

Telephone Support coverage runs from Monday to Friday between the hours of 08:00 and 17.00 (EEST/EET). The contact Telephone number is: +358 2 8387 6022.

Calls are charged according to international tariffs.

5.3.1 Exceptions in Service

The Support Service for the UK and Ireland is available throughout the year. However, during the holiday season period, such as the summer months, the service may be slightly slower than usual. Discipline-specific submissions which require a dedicated technical expert whose expertise falls into a specialist domain may be temporarily unavailable.

The Support Service for the UK and Ireland is not available during Finnish public holidays.

5.4 Support Services in Italy

The MagiCAD Support Services for Italy utilise a third-party Helpdesk provider in conjunction with support from dedicated Italian technical experts.

The Support Service for Italy is provided in the Italian language.

E-mail Support coverage runs from Monday to Friday between the hours of 09:00 and 17:00 (CEST / CET). The contact E-mail address is: support@magicad.it

Telephone Support in English language coverage runs from Monday to Friday between the hours of 08:00 and 17.00 (EEST/EET). The contact Telephone number is: +358 2 8387 6022.

Calls are charged according to international tariffs.

5.4.1 Exceptions in Service

The Support Service for Italy is available throughout the year. However, during the holiday season period, such as the summer months, the service may be slightly slower than usual. Discipline-specific submissions which require a dedicated technical expert whose expertise falls into a specialist domain may be temporarily unavailable.

The Support Service for Italy is not available during Italian public holidays.

5.5 Support Services in DACH Region

The Support Services for DACH utilise a third-party Helpdesk provider in conjunction with support from dedicated DACH technical experts.

The E-mail Support Service for DACH is provided in the German language.

E-mail Support coverage runs from Monday to Friday between the hours of 08:00 and 16:00 (CEST / CET). The contact E-mail address is: support@magicad.de

Telephone Support in English language coverage runs from Monday to Friday between the hours of 08:00 and 17.00 (EEST/EET). The contact Telephone number is: +358 2 8387 6022.

Calls are charged according to international tariffs.

5.5.1 Exceptions in Service

The Support Service for DACH is available throughout the year. However, during the holiday season period, such as the summer months, the service may be slightly slower than usual. Specific discipline-related issues which require a dedicated technical expert whose expertise falls into a particular domain may be temporarily out of reach.

The Support Service for DACH is not available during German public holidays.