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This Worldwide Support Service Policy (“Policy”) should be read in conjunction with the Experian Data Quality (EDQ)/QuickAddress AUS Licence Terms and Conditions (The “EDQ Licence Terms”) entered into between EDQ and your organisation. This Policy is the Support Service Policy referred to in the EDQ Licence Terms. Its purpose is to describe our duties and responsibilities in providing you with Technical Support for the Licensed Materials. It also lays out your duties and responsibilities. Certain of the terms used in this Policy are defined in the EDQ Licence Terms. This Policy does not apply to the support and maintenance of any bespoke work undertaken by us on your behalf (“Integration Services”).
Technical support is generally provided by the technical support department within the Country of Operation (ie the country in which the relevant system is located upon which the Licensed Materials are installed). In circumstances where the technical support department within the Country of Operation is unable to deal with the support call (or where there is no technical support department in your Country of Operation), we will, where possible, utilise our global operations to ensure that the support call is forwarded for resolution to the most appropriate technical support team either within or outside the Country of Operation. In some cases, especially where the Licensed Materials are initially purchased by you, in whole or in part, through third party channels (“EDQ Business Partners”), Technical Support is provided by the EDQ Business Partner. In such cases, your terms for Technical Support are those agreed between you and the EDQ Business Partner.
Under the terms of this Policy and the EDQ Licence Terms: We will provide technical support as specified in this Policy in response to your reasonable request (in accordance with the criteria below) during the hours of business specified against the Country of Operation in section 7. If you require technical support outside those normal hours of business, we are prepared to discuss with you charges and other terms for the provision of this additional technical support. Your request for technical support will be treated as reasonable if:
We do not provide technical support for the following:
A Technical Support Call is a request logged by you with our technical support department for operational advice for the purpose of resolving your difficulties and queries in using the Licensed Materials.
Where possible, all Technical Support Calls are taken through to resolution at the time they are placed. In circumstances where all technical support analysts are busy, Technical Support Calls will be placed in a queue and dealt with by the first available analyst. Technical Support Call details are entered by us into a HelpDesk system that automatically generates a log number. You should ask for and note the log number for future reference.
We will endeavour to resolve Technical Support Calls within 1 working day.
An Error Correction Call is a Call logged by you with our Technical Support Department relating to a fault which you believe is attributable to the Licensed Materials originally supplied by us. Support for the purpose of Error Correction can only be provided if you have a support and maintenance agreement with the manufacturer(s) of the hardware and operating system that the Licensed Product is installed onto, and for any software applications that the Licensed Product interacts with.
Error Correction Call details are entered by us into a HelpDesk system that automatically generates a log number. You should ask for and note the log number for future reference. At the same time, we shall prioritise the Error Correction Call with you as explained below.
When logging an Error Correction Call, you must ensure that the Call is prioritised and that the priority is agreed with us at the time of placing the Error Correction Call. Call priorities have the following definitions:
|Priority 1||A problem with the Licensed Product has caused your system to be unavailable to all users and the inability to use that system critically impacts your operations.|
|Priority 2||A problem with the Licensed Product has caused the Licensed Product to be unavailable to all users or a problem with the Licensed Product has caused a business critical component of your system to be unavailable to all users and the inability to use the Licensed Product or that component critically impacts your operations.|
|Priority 3||A problem with the Licensed Product has resulted in one particular individual being unable to carry out his or her operations.|
If the Error Correction Call is capable of resolution by telephone, e-mail, fax or remote access (eg Webex), then the solution will be provided as follows:
|Priority 1||Within 4 working hours|
|Priority 2||Within 2 working days|
|Priority 3||Within 7 working days|
If we determine that the Error Correction Call is not capable of resolution as above, we will agree with you a course of action to ensure that the Error Correction Call is resolved as quickly as possible. Possible courses of action include upgrading to a later release or version of the Licensed Product, installing the latest version of applicable data, work arounds or replacement software or media.
Where EDQ has a technical support department in your Country of Operation, we will make a site visit within two working days of you requesting one, at no additional charge, if the following criteria are satisfied:
Where we make a site visit which does not satisfy such criteria or where your acts or omissions have caused any such failure or where such failure is due to third party software, hardware or data not being part of the Licensed Materials, we shall have the right to levy a reasonable charge for the site visit, in accordance with our then current daily rates.
When resolution of the Error Correction Call exceeds or is likely to exceed the time scales identified in this section, the Error Correction Call is escalated by us to the appropriate level within EDQ. At each stage of the escalation process, you will be kept advised as to progress. Should you wish to escalate an Error Correction Call yourself, you may do so at any time by contacting the Support Services Manager.
These responsibilities have been listed to help both you and ourselves to progress calls as effectively as possible. You should ensure that:
All times are local unless otherwise stated. Telephone, fax and email contact details may be found in the manuals or other delivery documentation accompanying the Licensed Materials or as advised to you from time to time.
Support Locations and Hours of Business
Between 08:30 and 18:00 AEST Monday to Friday except public holidays in the State in which the relevant EDQ office is located (including the afternoons of the working days preceding Christmas Day and New Years Day). Technical Support is provided from our offices in Sydney, New South Wales and Melbourne, Victoria.
Between 08:30 and 18:00 Monday to Friday except public holidays in England and Wales, and the afternoons of the working days preceding Christmas Day and New Years Day. Technical Support is provided from our offices in London.
Technical Support is provided from our offices in Boston, Massachusetts, between 08:30 and 18:00 (Eastern Time) Monday to Friday except State of Massachusetts public holidays. Technical Support is provided from our offices in San Francisco, California, between 08:30 and 18:00 (Pacific Time) Monday to Friday except State of California public holidays.
Technical Support is provided, in English, from our offices in London during the United Kingdom hours of business.