Overview

These Support Terms form a part of, and are subject to, the Buttonwood Terms of Use.
Unless otherwise stated, these Support Terms apply to support for the Supported Products, meaning:

  • the Buttonwood Software; and
  • your Cloud Subscriptions if the agreement which you have with your Cloud Service Provider provides that Buttonwood will provide you with support in respect of that Cloud Subscription, and Buttonwood has agreed to do so. Any support provided for Your Cloud Subscriptions is subject to any terms imposed by the relevant Cloud Service Provider.

To receive support as described in these Support Terms, You must ensure that You:

  • choose the level of Support which you require;
  • pay all related Support fees and charges; and
  • ensure that the Supported Products are properly licensed.

Buttonwood will provide support only to Your administrative or technical contacts listed on Your account.

Support Terms

Buttonwood support is offered for generally available Supported Products unless Buttonwood or your Cloud Service Provider specifically designates that a particular software or service as not eligible for support or that the software is licensed by Buttonwood or your Cloud Service Provider (as the case may be) on an “as is” basis without warranties. You are only eligible to receive support if You remain current on all applicable licensing and support fees due and payable to Buttonwood and are otherwise compliant with Your applicable contractual obligations to Buttonwood and Your Cloud Service Provider.
Buttonwood currently makes, and at Buttonwood’s discretion Buttonwood may make, other fee-based tiers of support or support offerings available that provide specific, customized, and/or more comprehensive forms of enhanced support.
Technical support will be performed in a timely and professional manner by qualified support engineers. Buttonwood support generally includes:

  • access to the Buttonwood Help Centre which contains a knowledge base and community forum;
  • provision on request of general systems advice in relation to ensuring the maximum utilisation of the features and benefits of the Supported Products;
  • direct access to technical support and the ability to open and manage support incidents;
  • interactive remote diagnostic support allowing technical support engineers to troubleshoot an incident securely through a real-time browser-based remote control feature;
  • resolution of reported defects and errors in the Supported Products in order that the Supported Products will comply in all material respects to any published user documentation relating to the Supported Products;
  • provision by download of enhancements or new releases of the Supported Products which Buttonwood or Your Cloud Service Provider (as the case may be) makes generally available to its customers; and
  • upgrades for the Supported Products if and when Buttonwood or Your Cloud Service Provider makes them generally available. Any Supported Products so provided are subject to the same usage limitations and restrictions as the Supported Products originally licensed to You by Buttonwood or Your Cloud Service Provider.

Support does not include:

  • correction of errors or defects in the Supported Products where the Supported Products have been modified by You or any third party;
  • correction of errors or defects in any of Your supplied interfaces to Your own or any third party’s computer systems or services; or
  • correction of errors or defects in the Supported Products caused by Your failure to install any previously-supplied patches, fixes or updates to the Supported Products.

All Support will be provided remotely via telephone or email. If you require on-site support, this will be subject to a separate services agreement with Buttonwood.

Buttonwood may escalate your Support request to Your Cloud Service Provider in some circumstances where it considers, in its reasonably opinion, that the matter should be dealt with and resolved by Your Cloud Service Provider. In such cases, Buttonwood is not responsible for resolution of the Support request, but will continue to monitor and managed it on your behalf.

Supported Products

In relation to Buttonwood Software, Support is available for:

  • the latest version or release of the Buttonwood Software made generally available by Buttonwood; and
  • at Buttonwood’s sole discretion, one previous version or release (i.e. “GA-1”) of the Buttonwood Software that has not reached end of service.

In relation to Cloud Service Subscriptions, Support is available for the current version of the Cloud Subscription offered by Your Cloud Service Provider.

Notification of Support

Notifications of whether Buttonwood will provide Support for GA-1 Buttonwood Software may be provided to You by email, and/or by Buttonwood posting such notifications on its website at http://www.buttonwood.com.au

Extended Support

Buttonwood extended support for Supported Products, releases and/or versions which have been officially retired and have reached their end of service or end of life may be made available at Buttonwood’s discretion through customised, fee-based Buttonwood support offerings.

Support Service Levels

Buttonwood will use reasonable efforts to meet the service level objectives stated in the table below with regard to remedial software support and will provide ongoing efforts to resolve support incidents. Due to the complexities of technical environments, the table represents an estimate of response times only and actual response times may vary.

The different types of support requests can be further categorized in the following priority levels:

Case Severity* Buttonwood Community Buttonwood Production Buttonwood Enterprise

Critical – Severity 1

Critical business impact. Complete loss of service or an outage affecting the majority of users or a production business system is inoperable.

Severity 1 service requests have one or more of the following characteristics:

  • A critical documented function is not available
  • System hangs indefinitely, causing unacceptable or indefinite delays for resources or response
  • System crashes, and crashes repeatedly after restart attempts

Severity Level 1 service requests must be reported via telephone.

Severity 1 support issues require you to have dedicated resources available to work on the issue on an ongoing basis during your contractual hours.

Not Available 9 a.m. to 5 p.m.
Monday to Friday

Response Time:
4 hours

24 x 7 x 365

Response Time:
2 hours

Significant – Severity 2

Significant business impact. Problem affecting a small user group or functionality. Operations can continue in a restricted fashion. A temporary workaround is available.

Severity 2 service requests have one or more of the following characteristics:

  • Product error or failure forcing a restart or recovery
  • Severely degraded performance
  • Functionality unavailable but the system is able to operate in a restricted fashion
Not Available 9 a.m. to 5 p.m.
Monday to Friday

Response Time:
8 hours

24 x 7 x 365

Response Time:
8 hours

Moderate – Severity 3

Moderate business impact. Partial, non-critical loss of functionality of the Buttonwood Platform. There is a medium-to-low impact on business activities. A short-term workaround is available, but not scalable.

Severity 3 service requests have one or more of the following characteristics:

  • Error message with workaround
  • Minimal performance degradation
  • Incorrect product behavior with minor impact
  • Questions on configuration during implementation
Not Available 9 a.m. to 5 p.m.
Monday to Friday

Response Time:
NBD

24 x 7 x 365

Response Time:
NBD

Minimal – Severity 4

Minimal or no impact to normal business activities. A minor issue or configuration change in the BCX platform is required.

Severity 4 service requests have one or more of the following characteristics:

  • General requests for advice on product usage
  • Clarification on product documentation or release notes
  • Product enhancement request
9 a.m. to 5 p.m.
Monday to Friday

Response Time: On completion of service

9 a.m. to 5 p.m.
Monday to Friday

Response Time: On completion of service

24 x 7 x 365

Response Time: On completion of service

Technical Support Calls

Not Available Unlimited Unlimited
*Case Severity Response Time is defined as the time between when the problem is initially reported and the technical specialist contacts the customer.*All times are Australian Eastern Standard Time (AEST), and available days exclude Australian holidays. For service requested outside of specified hours, requests shall be initiated on the next business day.

To provide a high level support, Buttonwood maintains at all times sufficient staff who are fully trained and qualified to perform support and maintenance services with respect to the technical aspects of the platform. All support tickets should be logged via the “Log a Support Ticket” menu option in your Buttonwood application.

On receiving a ticket, Buttonwood personnel are immediately notified and the support agent contacts the user to confirm reception of the request and start the support workflow.

Customer obligations

Customer agrees to provide Buttonwood with all information and materials requested by Buttonwood for use in replicating, diagnosing and correcting an error or other problem with the Service reported by Customer.

Customer acknowledges that Buttonwood’s ability to provide satisfactory support services is dependent on Buttonwood having the information necessary to replicate the reported problem with the service. In reporting an error to Buttonwood, Customer will send a complete and accurate error report (an “Error Report”) that includes:

  1. Customer name and on-site technical contact information;
  2. version and maintenance release level of the service;
  3. platform and version on which the service is running;
  4. a reasonably detailed description of the error, together with any supporting information that Customer’s engineers believe will assist Buttonwood in its diagnostic process;
  5. any error message(s) or other message(s) generated by the system in association with the error;
  6. any applicable trace files and/or error logs;
  7. a test case or instructions necessary to demonstrate the error;
  8. identification of any additional information (such as dumps, logs, etc.) that are, or can be made, available; and
  9. the date and time that the error report is submitted to Buttonwood. Customer acknowledges that any update or upgrade provided by Buttonwood may be necessary to the proper operation of the solution and therefore Customer agrees to promptly install all updates or upgrades made available by Buttonwood to ensure that Customer’s version of the solution remains supported.

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