MAINTENANCE - DEFINITIONS. The following definitions apply to this Sub-Agreement: ADLIB designer Standard software used by AIS as a development tool and which is licensed under conditions to clients in order to develop and maintain their own Tailored Software. This Maintenance Agreement applies to the Standard ADLIB designer tool but not to the user-tailored software developed by the CLIENT using it. ADLIB maintenance services The services as described in this maintenance agreement. ADLIB product(s) Standard software, possibly hosted via the Internet, provided by AIS, including user documentation as described in the Quote and the Licensing Agreement and the associated Appendices. Advice ‘Advice’ in the context of this Maintenance Agreement means advising the CLIENT - according to ability, since this involves external services - when examining disruptions. Availability The situation where the CLIENT can make use of the ADLIB products. (ADLIB) Level of availability The percentage of the time that the ADLIB products are available to use, calculated over periods in which no disruptions occur or have occurred. Security The manner in which the authenticity, confidentiality, integrity and exclusivity of data is protected. Build A build is the process whereby ADLIB software is constructed on the server and whereby a unique number is provided which identifies a service pack. Corrective maintenance Corrective maintenance covers the ad hoc development, testing and distribution of new service packages (as a result of security risks and of bug resolutions) for the ADLIB products, furnished with clear service package notes and - where necessary - amended user documentation. Data dictionary A data dictionary is the description (in terms of fields, associated coding options and key fields) of the tables in the databases of the ADLIB products. The working of an ADLIB product which could be expected in view of the user documentation The working of the ADLIB product as set out in (a) the functional specifications which form part of the licensing agreement underlying this maintenance agreement, in (b) the user documentation provided with the ADLIB products and in (c) this maintenance agreement. Bug A ‘bug’ is a deviation from the working of an ADLIB product which could be expected in view of the user documentation or which is caused by that product. Bug diagnosis Bug diagnosis is the service which determines whether a complaint is caused by a bug, an issue or a disruption. Users group An association of ADLIB users. User-tailored software Tailored software which has been developed by the CLIENT under its own responsibility, with or without the aid of ADLIB designer. User support Support from or on behalf of AIS to (representatives of) the CLIENT with questions about the working of ADLIB products. Helpdesk The service channel through which the CLIENT communicates its questions and complaints and AIS its replies and diagnoses. The Helpdesk also has administrative responsibility for resolving faults at AIS and will initiate an advice process with regard to combating disruptions. Rectification time The time which starts after a bug diagnosis and ends at the time when the bug is rectified (or a workaround has been realised). Complaint A complaint is any concrete expression of dissatisfaction by or on behalf of the CLIENT to AIS about the working of ADLIB products. Complaint diagnosis The categorisation of a complaint as an issue, disruption or bug by AIS, which reasoning where necessary. Tailored software Standard software which has been specially modified and/or expanded for the CLIENT by AIS on the instructions of the CLIENT and software which has been specially developed for the CLIENT.
Appears in 1 contract
Sources: Maintenance Agreement
MAINTENANCE - DEFINITIONS. The following definitions apply to this Sub-Agreement: ADLIB designer Standard software used by AIS as a development tool and which is licensed under conditions to clients in order to develop and maintain their own Tailored Software. This Maintenance Agreement applies to the Standard ADLIB designer tool but not to the user-tailored software developed by the CLIENT using it. ADLIB maintenance services The services as described in this maintenance agreement. ADLIB product(s) Standard software, possibly hosted via the Internet, provided by AIS, including user documentation as described in the Quote and the Licensing Agreement and the associated Appendices. Advice ‘Advice’ „Advice‟ in the context of this Maintenance Agreement means advising the CLIENT - according to ability, since this involves external services - when examining disruptions. Availability The situation where the CLIENT can make use of the ADLIB products. (ADLIB) Level of availability The percentage of the time that the ADLIB products are available to use, calculated over periods in which no disruptions occur or have occurred. Security The manner in which the authenticity, confidentiality, integrity and exclusivity of data is protected. Build A build is the process whereby ADLIB software is constructed on the server and whereby a unique number is provided which identifies a service pack. Corrective maintenance Corrective maintenance covers the ad hoc development, testing and distribution of new service packages (as a result of security risks and of bug resolutions) for the ADLIB products, furnished with clear service package notes and - where necessary - amended user documentation. Data dictionary A data dictionary is the description (in terms of fields, associated coding options and key fields) of the tables in the databases of the ADLIB products. The working of an ADLIB product which could be expected in view of the user documentation The working of the ADLIB product as set out in (a) the functional specifications which form part of the licensing agreement underlying this maintenance agreement, in (b) the user documentation provided with the ADLIB products and in (c) this maintenance agreement. Bug A ‘bug’ „bug‟ is a deviation from the working of an ADLIB product which could be expected in view of the user documentation or which is caused by that product. Bug diagnosis Bug diagnosis is the service which determines whether a complaint is caused by a bug, an issue or a disruption. Users group An association of ADLIB users. User-tailored software Tailored software which has been developed by the CLIENT under its own responsibility, with or without the aid of ADLIB designer. User support Support from or on behalf of AIS to (representatives of) the CLIENT with questions about the working of ADLIB products. Helpdesk The service channel through which the CLIENT communicates its questions and complaints and AIS its replies and diagnoses. The Helpdesk also has administrative responsibility for resolving faults at AIS and will initiate an advice process with regard to combating disruptions. Rectification time The time which starts after a bug diagnosis and ends at the time when the bug is rectified (or a workaround has been realised). Complaint A complaint is any concrete expression of dissatisfaction by or on behalf of the CLIENT to AIS about the working of ADLIB products. Complaint diagnosis The categorisation of a complaint as an issue, disruption or bug by AIS, which reasoning where necessary. Tailored software Standard software which has been specially modified and/or expanded for the CLIENT by AIS on the instructions of the CLIENT and software which has been specially developed for the CLIENT. Backward compatibility „Backward compatibility‟ means that all later releases and service packs in a version remain operational with the information and data collections built up in earlier releases and service packs of that version. Maintenance User support to prevent or resolve complaints about the working of ADLIB products. Performance report Periodic report about the performance of the ADLIB products set against the agreed quality parameters and periodic assessment and analysis of and consultation about this information. Preventative maintenance Preventative maintenance relates to ensuring that the ADLIB products continue to work properly (i.e. in accordance with agreed service level) on the agreed system software and within the same division of the ADLIB products. Prospective maintenance Modification of the ADLIB products in the form of new releases, so that the ADLIB products remain in line with changing external conditions (e.g.: client‟s changing legal obligations). If the external conditions mean that a modification needs to be made to the data model, a new version of the software will be needed, so that the modification is no longer covered by this maintenance agreement. Response time The period of time starting at the moment when a complaint is received by AIS and ending at the moment when AIS informs the CLIENT what the complaint diagnosis is. Regular maintenance Regular maintenance involves the periodic development, testing and distribution of new releases (as consolidations of service packs) of the ADLIB products, furnished with clear release notes and modified user documentation where necessary. Release Within a version maintenance is linked to numbered releases (collections of service packs) which are backward compatible with the version of which they form part. Security risk A 'security risk' is a known vulnerability to malicious software. These can relate to ADLIB products (and will then lead to prospective maintenance) but can also relate to system software (and will then lead to advice if requested). Service pack Service packs are numbered, individual changes to releases via builds which result from either observed security risks or from corrective maintenance. Service, release and version management The administration of, documentation of and communication about new service packs, releases and versions.
Appears in 1 contract
Sources: Maintenance Agreement