QuikPlan Product Support

Optional unlimited support contract

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Benefits of our support contract

(Subject to SLA)

Peace of mind in an emergency
Support through remote connection
24/7/365 onsite server engineers
Person to person help with your program
On demand telephone technical support
Free regular programme updates
Daily automated backups
Award winning training and support

Home care software with
a dedicated support manager

Normal hours = A normal working week day Monday to Friday, excluding Bank Holidays, between the hours of 9am to 5pm.

Service Level Agreement (SLA) Terms and Conditions can be found below.

MSA Terms and Conditions can be found here

QuikPlan unlimited support

Our QuikPlan unlimited support contract gives you access to on line interactive support and technical maintenance during normal working hours. Unlimited support means you can request as much support as you need, so feel free to call us as often as you like. If you need help or something goes wrong with your QuikPlan program, there is someone at the end of the telephone to give you almost instant assistance. It also entitles you to free program upgrades as they are released for the version of QuikPlan you have subscribed to.

Our monthly unlimited support contract will give you piece of mind should a problem occur and could save you from unnecessary expense in the case of an emergency. At times your data might become corrupt through a human or system error. It’s important for you to know that QuikPlan is a very robust program and your valuable data can nearly always be completely restored to its original condition before your problem arose. With our automated backups we can quickly fix problems associated with your data, thus ensuring your peace of mind.

Our unlimited support contract guarantees free regular updates to your QuikPlan program. These updates give you new features that make your job easier and quicker. We listen to our customers and their suggestions as to how QuikPlan can be improved and build these new features in. Working with agencies this closely and turning your ideas into reality, ensures everyone benefits and with a support contract you get all your upgrades free of charge.

For a small monthly cost you will have the latest program updates, piece of mind in an emergency and free unlimited technical support. You have the option to subscribe to QuikPlan without a support contract however if you run into problems you will have to pay for interactive support and database fixes, the costs of which are shown in our terms and conditions.

Unlimited support calls (Subject to SLA)

  • There is no limit to the amount of telephone support calls you can make.
  • There is no time limit put on your support calls.
  • It is our aim to resolve your problems as quickly as possible.
  • Your training sessions have no limits on time or frequency.

Things not covered in our unlimited support contract

  • Assistance with using other software programs such as Microsoft Windows.
  • The misuse of computer systems resulting in data errors.
  • Hardware failures, computer viruses or other operating system problems.
  • Internet connections or slow internet connectivity.
  • Any internal networking or computer equipment on your premises.
  • Any equipment provided by third parties either on or off your premises.

Support and Service Level Agreement (Terms & Conditions)

1.                Interpretation

The following definitions and rules of interpretation apply in this SLA.

1.1             Definitions:

Basic Service Level: the level of Support Services as described in Annex A.

Commercially Reasonable Efforts: the same degree of priority and diligence with which QuikPlan meets the support needs of its other similar customers.

Customer Cause: any of the following causes:

(a)         any improper use, misuse, operator error or unauthorised alteration or modification of the Software by the Customer;

(b)         any use of the Software by the Customer in a manner inconsistent with the then-current Instruction Documents;

(c)         the use by the Customer of any hardware or software not provided by QuikPlan [or approved by QuikPlan for use by the Customer in connection with the Software]; or

(d)         any breach of the Customer’s obligations under this SLA or MSA;

(e)         any fault or problem with a Device;

(f)           the use of a non-current version or release of the Software.

Enhanced Service Level: the level of Support Services as described in Annex C.

Enhanced Plus Service Level: the level of Support Services as described in Annex D.

Escalation Support: any triage escalated support provided by technicians on the Escalation Contact List to identify and resolve support issues relating to the Software including the resolution of Faults which cannot be resolved by Help Desk Support.

Escalation Contact List: a current list of QuikPlan escalation contacts and telephone numbers to enable the Customer to escalate its Support Requests, including:

(a)         the first person to contact; and

(b)         the persons in successively more qualified or experienced positions to provide the support sought.

Fault: any failure of the Software to operate in all material respects in accordance with the Instruction Documents.

Help Desk Support: any support provided by help desk technicians sufficiently qualified and experienced to identify and resolve most support issues relating to the Software including the resolution of Faults.

MSA: the master services agreement between the Customer and QuikPlan to which this SLA relates.

Out-of-hours Support: any support services provided by QuikPlan in connection with the Software outside the relevant Support Hours.

Out-of-scope Services: any of the following services:

(a)         any services provided by QuikPlan in connection with any apparent problem regarding the Software reasonably determined by QuikPlan not to have been caused by a Fault, but rather by a Customer Cause or a cause outside the QuikPlan’s control (including any investigational work resulting in such a determination); or

(b)         any Support Services provided by QuikPlan not included in the relevant Service Level which has been purchased by the Customer;

(c)         any Support Services provided at the Customer’s site; or

(d)         Out-of-hours Support.

Response Time: the time it takes for QuikPlan to acknowledge receipt of a Support Request.

Service Level: the Basic Service Level, the Standard Service Level, the Enterprise Service Level or Enterprise Plus Level; and Service Levels shall be construed accordingly.

SLA: this support and services level agreement.

Standard Service Level: the level of Support Services as described in Annex B.

Support Fees: the fees for Support Services as determined in accordance with the relevant Service Level, as set on in the relevant Order Form.

Support Hours: the hours during which Support Services will be provided by QuikPlan as determined by the applicable Service Level.

Support Period: the Term applicable to the MSA.

Support Request: request made by the Customer in accordance with this SLA for support in relation to the Software, including correction of a Fault.

Support Services: support and maintenance of the then-current version or release of the Software, including Help Desk Support, but excluding any Out-of-scope Services.

1.2             All initial capitalised terms in this SLA shall have the meaning given to them in the MSA.

2.                Support Services and Service Level

2.1             During the Support Period QuikPlan shall perform the Support Services during the Support Hours in accordance with the applicable Service Level.

2.2             QuikPlan offers 4 Service Levels. The Service Level applicable to the Customer shall be the Service Level selected and purchased by the Customer and set out in the relevant Order Form.

2.3             As part of the Support Services, QuikPlan shall provide technical support for the Software, including, using Commercially Reasonable Efforts to correct all Faults notified under paragraph 4.3(a), including, as determined by the terms of the applicable Service Level:

(a)         the provision of Help Desk Support by means of the following e-mail address [E-MAIL ADDRESS];

(b)         the provision of Help Desk Support by means of the following telephone number [TELEPHONE NUMBER];

(c)         the provision of Escalated Support; and/or

(d)         the provision of an account manager nominated by QuikPlan to manage this SLA on behalf of QuikPlan and the relationship between the Customer and QuikPlan in connection with the Support Services.

2.4             QuikPlan may reasonably determine that any services are Out-of-scope Services. If QuikPlan makes any such determination, it shall promptly notify the Customer of that determination.

2.5             The Customer acknowledges that QuikPlan is not obliged to provide Out-of-scope Services.

3.                Fees

3.1             The Support Fees shall be payable in accordance with the MSA and be subject to increase in accordance with the terms of the MSA.

3.2             The provision of Support Services on a remote, off-site basis (such as over the telephone or by e-mail) within the Support Period shall be included in the Support Fees.

3.3             The provision of Support Services outside the Support Period or at the Customer’s site or the provision of Out-of-scope Services shall be charged for at the applicable time and materials rates set out in the On-Site Training and Support Services document.

 

Submitting Support Requests and access

3.4             The Customer may request Support Services by way of a Support Request.

3.5             Each Support Request shall include a description of the query or problem and the start time of the incident.

3.6             The Customer shall provide QuikPlan with:

(a)         prompt notice of any Faults; and

(b)         such output and other data, documents, information, co-operation, assistance and (subject to compliance with all Customer’s security and encryption requirements notified to QuikPlan in writing) remote access to the Customer Operating Environment and other systems and facilities as are reasonably necessary to assist QuikPlan to reproduce operating conditions similar to those present when the Customer detected the relevant Fault and/or to respond to the relevant Support Request.

3.7             All Support Services shall be provided from QuikPlan ‘s office.

3.8             The Customer acknowledges that, to properly assess and resolve Support Requests, it may be necessary to permit QuikPlan direct access at the Customer site, to the Customer Operating Environment and the Customer’s files, equipment and personnel. The Customer shall provide such access promptly.

3.9             The Customer shall keep full backup copies of all of its data.

3.10          The Customer shall nominate a manager to be available to liaise with, and respond to queries from, QuikPlan with regard to any Support Request.

3.11          QuikPlan shall:

(a)         prioritise all Support Requests based on its reasonable assessment of the severity level of the problem reported; and

(b)         respond to all Support Requests in accordance with the applicable Service Level

4.                Communications

In addition to the mechanisms for giving notice specified in clause [25] of the MSA, the parties may communicate in respect of any matter referred to in this by e-mail (unless specified otherwise).

Annex A.      Basic Service Level

 

Support Hours Monday to Friday (excluding bank and public holidays in England) during the hours of 9.00 am and 5.00 pm
Helpdesk Support via email Included
Helpdesk Support via telephone Excluded
Escalation Support Excluded
Response Time 24 hours
Provision of Account Manager to manage support relationship Excluded
Fees Fees are inclusive of the fees payable for the provision of the Software under the MSA

 

Annex B.      Standard Service Level

 

Support Hours Monday to Friday (excluding bank and public holidays in England) during the hours of 9.00 am and 5.00 pm
Helpdesk Support via email Included
Helpdesk Support via telephone Included
Escalation Support Included
Response Time 4 hours
Provision of Account Manager to manage support relationship Excluded
Fees £39 for first Software licence and £10 for each additional Software Licence.

 

Annex C.      Enterprise Service Level

 

Support Hours (Day) Monday to Sunday (including bank holidays in England) (i.e. 365 days per year) during the hours of 9.00 am and 5.00 pm
Support (Out of Hours – Evening) Monday to Sunday (including bank holidays in England) (i.e. 365 days per year) during the hours of 5.00 pm and 9.00 pm
Helpdesk Support via email Included
Helpdesk Support via telephone Included
Escalation Support Included
Out of Hours Support (On Call Staff) Included
Response Time 30 minutes
Provision of Account Manager to manage support relationship Included but only between Monday to Friday (excluding bank and public holidays in England) 9.00 am to 5.00 pm.
Fees £59 for first Software licence and £20 for each additional Software Licence.

 

 

Annex D.      Enterprise Plus Service Level

The Enterprise Plus Service Level is a bespoke service, which will be agreed with the Customer, comprising the Support Services and for the Support Fees as set out in or annexed to the relevant Order Form

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