Schedule 1 - Helpdesk Services
For the purposes of this Schedule 1:
Fault means a failure of the Software to function substantially as described in the Documentation;
Helpdesk Services include:
(a) advice on:
(i) operating the Software;
(ii) rectifying bugs or deficiencies of an inherent nature in the Software;
(b) other advice as may be reasonably required by Customer to obtain the full benefit and use of the Software;
(c) the investigation and diagnosis of Faults; and
(d) the repair and correction of Faults.
- Workbench International will provide the Helpdesk Services remotely through the use of Zoom, TeamViewer (or similar), or by e-mail or telephone (as required) during Normal Business Hours. Customer will log Faults via the Workbench support portal.
- The Helpdesk Services do not include services provided by Workbench International (or its accredited reseller) relating to or resulting from:
(a) time travelling to Customer’s site where the Software is being used;
(b) training on or technical assistance with the Software that is not due to a fault in the Software, which will be charged to Customer, and Customer agrees to pay, at Workbench International’s then current charge out rates;
(c) misuse of the Software or failure to use the Software in accordance with the Documentation or this Agreement;
(d) unauthorised attempts to repair, replace, modify or maintain the Software by persons other than Workbench International (or its accredited reseller);
(e) support provided outside Normal Business Hours;
(f) faults in communications networks;
(g) technical support relating to Customer’s hardware and/or network environment;
(h) failure by Customer to operate the Software in accordance with any environmental conditions specified by Workbench International;
(i) anything else excluded from Helpdesk Services as specified in Schedule 2 (where the Deployment Model selected is “Customer Managed”).
- Customer will:
(a) promptly report to Workbench International all Faults which Customer discovers;
(b) ensure that:
(i) a system administrator is available to be the prime point of contact with Workbench International in the event of any Faults or queries;
(ii) the system administrator has a good understanding of the Software and its operation;
(c) make all reasonable efforts at investigation and diagnosis of Faults before contacting Workbench International;
(d) maintain a list of all Software problems to assist with the diagnosis and resolution of Faults.