Statement of Work – One Version Support – Business
Version: 11 October 2023
1. Purpose
1.1 This Statement of Work (SOW) for One Version Support applies to the Agreement between TravelOperations and Customer if set out in the Order Form executed between TravelOperations and Customer.
1.2 The SOW for One Version Support sets out the terms and conditions for TravelOperations’ standard support services (the “Support Services“) for the TravelOperations Software subscribed to by Customer.
1.3 Unless stated otherwise, this SOW is subject to the terms and conditions defined in the Master Terms and the Order Form.
2. Definitions
2.1 Capitalised terms used in this SOW shall have the same meaning ascribed to in the Master Terms, unless stated otherwise. In addition, the following definitions shall apply:
“Incident” means an unplanned interruption to IT service or reduction in the quality of an IT service or a failure of a configuration item that has not yet impacted an IT service.
“Initial Response” has the meaning ascribed in Attachment B (Service Levels).
“Interim Resolution” has the meaning ascribed in Attachment B (Service Levels).
“Helpdesk” means TravelOperations’ Customer Portal and single-point-of-contact where support requests, Tickets, and intakes can be raised to.
“New Initiative” means changes or modifications, including new configurations, to TravelOperations Software or Third-Party Software and how such software implemented.
“Permanent Resolution” has the meaning ascribed in Attachment B (Service Levels).
“Problem Management” means the process to ensure a permanent solution where several incidents imply the same root cause or need for same solution.
“Super User” has the meaning ascribed in Clause 4.1
“Support Services” means the standard support services described in this Statement of Work.
“Support Level” means the level of support acquired by Customer as set out in the Order Form, and as further described in Attachment B (Service Levels).
“Support Ticket” means a request for support issued by a Super User through the Customer Portal/Helpdesk regarding any Incident, Service Request or Problem to be resolved. Tickets will be classified as stipulated in Attachment B (Service Levels).
3. Support Services
3.1 Scope
3.1.1 Subject to the terms and conditions of the Agreement and this SOW, TravelOperations will provide the following Support Services:
| Service Item | |
|---|---|
| Included in the Support Services | Not included in the Support Services |
| Full access to Helpdesk | Actual training in new functionality |
| Incident, Service Request and Problem Management | Development of new Co-Enhancement |
| Incidents and Service Requests (Hotline) regarding implemented D365 | Guiding in configurations |
| Task registration and validation | Performing Configuration |
| Workarounds | Data validation |
| Investigation | Data fixing |
| Tracking | Handling and maintenance of landscape |
| Instructions | New Initiative |
| CSM assistance | Issues caused by Customers other partners/vendors |
3.1.2 Service items which are not included in the Support Services can be provided subject to a separate SOW or Add-on Order executed between the parties.
3.2 Handling of Support Tickets
3.2.1 Customer can raise Support Tickets via TravelOperations’ Helpdesk. Support Tickets can only be raised by Customer’s Super Users designated in accordance with Clause 3.2.4 below. The Helpdesk is available as further specified in Attachment B (Service Levels) based on the Support Level acquired by Customer.
3.2.2 TravelOperations will manage Support Tickets as set out in Attachment A (Support Service) and will use all reasonable efforts to provide the Support Services in accordance with the Support Levels set out in Attachment B (Service Levels).
3.2.3 Customer accepts and acknowledges that if Customer, as part of the Support Services, requests TravelOperations to amend, modify, transfer or change any Customer Data, Customer shall solely be responsible and liable for the actions of TravelOperations in relation to such Customer Data, assuming TravelOperations acts in accordance with Customer’s request.
3.2.4 In the case of other non-material errors or defects (as specified in the Master Terms), TravelOperations may postpone the fixing until the next update, release or service pack of the TravelOperations Software.
3.2.5 Support Ticket for simple Support Services which can be resolved by spending less than two (2) support hours are covered by the annual fixed fee set out in the Order Form, based on the Support Level chosen by Customer.
3.2.6 For Support Services which exceeds two (2) hours, TravelOperations will provide an estimate of the costs for the Support Service based on a time and material basis in accordance with TravelOperations’ applicable hourly rates. The time and material rates are only payable for time spent in excess of two (2) hours (which are covered by the fixed fee). The time and material rates for TravelOperations’ personnel (Standard Hourly Rates) are set out in the Order Form.
4. Customer’s obligations
4.1 Customer shall designate up to four (4) Super Users (“Super Users“) whom shall be responsible for initiating Support Tickets and potential New Initiatives on behalf of Customer.
4.2 Customer shall ensure that its Super Users are familiar with Microsoft Dynamics 365, and that they have adequate technical expertise and knowledge of both Microsoft Dynamics 365 and the TravelOperations Software.
4.3 To receive the Support Services, Customer and its Super Users shall reasonably cooperate with TravelOperations to assist in troubleshooting, error-correction for the purpose of resolving any support inquiry.
5. Support fees
5.1 The fixed fee set out in Clause 5.1 will be invoiced annually in advance. Support Services rendered on a time and material basis as set out in Clause 5.2 will be invoiced monthly in arrears.
5.2 Customer may request that other ISV (independent software vendor) solutions are to be covered by the Support Services, in which in which case the Parties shall execute an Add-on Order to cover the additional work to be undertaken by TravelOperations. The prices for such additional solutions may vary depending on whether the ISV in question is a “preferred partner” of TravelOperations or not.
6. Term and termination
6.1 This SOW shall commence at the commencement date for this SOW (One Version Maintenance) set out in the Order Form and shall be effective for the duration of the Agreement, unless terminated earlier in accordance with Clause 6.2.
6.3 If this SOW is terminated for breach by Customer in accordance with the Master Terms, TravelOperations shall pro rata refund Customer of the fixed fees paid by Customer referred to in Clause 5.1.
Attachment A Support Services
Customers subscribed to the Basic or Gold support level will receive up to 2 hours of included support (subscription hours) as part of their service agreement. Additional hours are charged on a time and material basis.
Note: For the Foundation support level, support will be processed as time and material with no included hours on subscription.
Attachment B – Service Levels
TravelOperations will provide Support Services in accordance with the Support Level chosen by Customer and set out in the Order Form. The Support Levels are set out in the table below:
| TravelOperations Support Level | Helpdesk Opening hours |
|---|---|
| Foundation – normal business hours | Monday – Friday: 08:30 – 16:30 CET |
| Basic – normal business hours | Monday – Friday: 08:30 – 16:30 CET |
| Gold – normal business hours | Monday – Friday: 08:30 – 16:30 CET |
The Helpdesk can be contacted by phone at +45 53 54 88 00 or through TravelOperations’ Helpdesk portal. TravelOperations will log and categorize all incoming Support Tickets as set out below:
- Category 1 Ticket – Critical/Major Issue (Incidents)
- Category 2 Ticket – Serious Issue (Incidents)
- Category 3 Ticket – Minor Issue (Incidents or Service Requests)
“Category 1 Ticket“: TravelOperations finds that a critical part of the TravelOperations Software is affected:
- In a way that materially hinders Customer’s normal business operation and rectification is necessary for Customer to resume normal business operation again; and
- manual processes or other alternatives (known workarounds) are not reasonably possible or relevant to circumvent the situation; and
- a major part of Customer’s users or processes are affected as described above.
“Category 2 Ticket”: TravelOperations finds that a part of the TravelOperations Software is affected:
- In a way that has at least a significant impact on Customer’s normal business operation, and
- manual processes or other alternatives (known workarounds) are reasonably possible to circumvent the situation but may not be practical, and
- a reasonable number of the Costumer’s users or processes are affected as described above.
“Category 3 Ticket“: TravelOperations finds that a part of the TravelOperations Software is affected:
- In a way that has little or moderate impact on Customer’s normal business operation and manual processes, or
- alternatives (known workarounds) are possible, or
- in a way that does not impact on Customer’s normal business operation but nevertheless causes a nuisance to the daily business.
“Service Request” means a general service request, and will always be categorized as a Category 3 Ticket.
Customer agrees and understands that if Customer insists or calls that a Support Ticket is a Category 1 Ticket (critical/major Issue), TravelOperations will immediately allocate personnel accordingly to respond to such Issue. Therefore, if it is subsequently determined by TravelOperations (acting reasonably) that the Support Ticket in question was not a Category 1 Ticket (critical/major Issue) as insisted or called for by Customer, Customer shall compensate TravelOperations for a fixed amount of EUR 2,000 for the costs incurred by TravelOperations due to TravelOperations responding to such Category 1 Ticket (critical/major Issue).
When providing the Support Services, TravelOperations will use all reasonable efforts to perform the Support Services in accordance with the Support Levels further using the following definitions:
- “Initial Response” means TravelOperations’ ability to commence corrective action for a Support Ticket logged in the Helpdesk within the time frames stated in the tables below. Initial Response is calculated as the interval between TravelOperations’ receipt of a Support Ticket in the Helpdesk and the later of either (i) Customer’s receipt of TravelOperations’ notice of the commencement of corrective action, or (ii) TravelOperations actually commencing the corrective action.
- “Interim Resolution” means TravelOperations’ ability to provide a temporary workaround or similar temporary resolution of a Support Ticket. An Interim Resolution will only be applied if reasonably considered appropriate by TravelOperations. In some instances, an Interim Resolution may not be available, in which case Customer must wait for a Permanent Resolution. Initial Response is calculated as the interval between TravelOperations’ receipt a Support Ticket in the Helpdesk and the Interim Resolution has been provided.
- “Permanent Resolution“means TravelOperations’ ability to resolve a Support Ticket. Permanent Resolution is calculated as the interval between TravelOperations’ receipt a Support Ticket in the Helpdesk and until the Support Ticket has been resolved, as reasonably determined by TravelOperations.
The Support Levels will only apply during the opening hours based on the Support Level chosen by Customer. For example, if a Category 1 Ticket is logged in the helpdesk at 16:00 CET, and the Support Level is “Gold – normal business hours” the time for Initial Response expires at 12:00 CET the next day.
Category 1:
| Support Level | Initial Response | Interim Resolution | Permanent Resolution |
|---|---|---|---|
| Gold | 4 Hours | 1 day | 1 month |
| Basic | 8 Hours | 2 days | 1,5 months |
Category 2:
| Support Level | Initial Response | Interim Resolution | Permanent Resolution |
|---|---|---|---|
| Gold | 10 Hours | 2 day | 1 month |
| Basic | 16 Hours | 10 days | 1,5 months |
Category 3:
| Support Level | Initial Response | Interim Resolution | Permanent Resolution |
|---|---|---|---|
| Gold | 4 days | 10 days | 1,5 months |
| Basic | 8 days | 10 days | 1,5 months |