Common use of Application Support Services Clause in Contracts

Application Support Services. The Client will be using the “LTS” version of the Licenced Software Programs with additional customized functionality programs. Any software development enhancements or fixes, applied to the LTS version, will be supplied to the Client for testing and Sign off, and applied to the Client’s operational sites as and when necessary. In consultation and co-operation between the Parties, the Company will perform the updates to the operational sites, to ensure that the Client is kept up to date with the latest release of the Licensed Software Programs. The Client may request software changes to the software through the Company’s change control process. All these requests will be evaluated by the Company and if they can be added to the LTS version, a quotation for the development cost will be submitted by the Company for approval by the Client. All requests for software changes will be directed to the Company in writing as per the Company’s software change control process document. Any software changes must be formally specified and the Client is to provide the Company with these specifications through the Company’s change control process in order for a quote for development to be generated. On the approval of a quotation, the software changes will be made to the LTS version of the Licensed Software Programs in release from the Company at that point in time. No new development can be applied to an older release of the Licensed Software Programs. The Company will complete each software change request on a date to be agreed upon between the Parties on finalization of the quotation and order. In using the Licenced Software Programs, the Client may from time to time identify a software malfunction or uncover an unforeseen problem in the software, and may report the problem to the Company. Problems that result in a correction or a bug fix are to be formally logged with the Company’s Help Desk, who will assist the Client to provide a description of the problem and the appropriate evidence. The Company will assess the reported problem and establish the severity and possible impact of the fault, and decide on the action to be taken. For business-critical “Severity 1 – Severe” problems, the Company may make a fix, or may suggest an operational ‘workaround’, and apply the fix / ‘workaround’ to the Client’s operational sites, while notifying the Client of this action. For non-business critical problems, the Company will attend to the fault and notify the Client in which software update the fix will be released. The LTS version is subject to periodic program updates and enhancements, which are made available by the Company to the Client to apply as required, Included in the program updates are repairs and bug fixes as have been identified and reported on, by the client-base using the LTS version and corrected by the Company’s development team. The LTS version has only one development branch, and all bug-fixes and change requests are applied to this version. The implication of this is that the Client cannot receive a bug-fix or enhancement to the software if they have not consistently applied the program updates as released by the Company from time to time. If the Client has not applied the program updates as and when released, then all the updates must be loaded in sequence before the Client can apply a bug-fix to a problem that they may have identified or receive the benefit of a program change they have requested.

Application Support Services. The Client will be using the “LTS” version of the Licenced Software Programs with additional customized functionality programs. Any software development enhancements or fixes, applied to the LTS version, will be supplied to the Client for testing and Sign off, and applied to the Client’s operational sites as and when necessary. In consultation and co-operation between the Parties, the Company will perform the updates to the operational sites, to ensure that the Client is kept up to date with the latest release of the Licensed Software Programs. The Client may request software changes to the software through the Company’s change control process. All these requests will be evaluated by the Company and if they can be added to the LTS version, a quotation for the development cost will be submitted by the Company for approval by the Client. All requests for software changes will be directed to the Company in writing as per the Company’s software change control process document. Any software changes must be formally specified and the Client is to provide the Company with these specifications through the Company’s change control process in order for a quote for development to be generated. On the approval of a quotation, the software changes will be made to the LTS version of the Licensed Software Programs in release from the Company at that point in time. No new development can be applied to an older release of the Licensed Software Programs. The Company will complete each software change request on a date to be agreed upon between the Parties on finalization of the quotation and order. In using the Licenced Software Programs, the Client may from time to time identify a software malfunction or uncover an unforeseen problem in the software, and may report the problem to the Company. Problems that result in a correction or a bug fix are to be formally logged with the Company’s Help Desk, who will assist the Client to provide a description of the problem and the appropriate evidence. The Company will assess the reported problem and establish the severity and possible impact of the fault, and decide on the action to be taken. For business-critical “Severity 1 – Severe” problems, the Company may make a fix, or may suggest an operational ‘workaround’, and apply the fix / ‘workaround’ to the Client’s operational sites, while notifying the Client of this action. For non-business critical problems, problems the Company will attend to the fault and notify the Client in which software update the fix will be released. The LTS version is subject to periodic program updates and enhancements, which are made available by the Company to the Client to apply as required, Included in the program updates are repairs and bug fixes as have been identified and reported on, by the client-base using the LTS version and corrected by the Company’s development team. The LTS version has only one development branch, and all bug-fixes and change requests are applied to this version. The implication of this is that the Client cannot receive a bug-fix or enhancement to the software if they have not consistently applied the program updates as released by the Company from time to time. If the Client has not applied the program updates as and when released, then all the updates must be loaded in sequence before the Client can apply a bug-fix to a problem that they may have identified identified, or receive the benefit of a program change they have requested.