Support Definitions

Created by Beth Pescud, Modified on Wed, 23 Nov 2022 at 11:11 AM by Beth Pescud

"Critical Defect" Means any Defect, which is impacting one or more major feature(s) or function(s) of the Software and preventing the Software from operating and/or causing  renders the software entirely non-functional for all users, and the Software to be unusable, for which there is no known work-around and which has an immediate and material impact on site operations.


"Defect" means a defect, error or bug in the Software not caused by an Excusable Event having an adverse effect on the appearance, operation, functionality or performance of the Software, including Critical Defects, Major Defects and Minor Defects. 


"Major Defect” means any Defect that is not a Critical Defect and which is impacting one or more major feature(s) or function(s) of the Software thereby preventing the Software from operating and/or causing the Software to be unusable, for which there is no known work-around. and which has an immediate and material impact on site operations. Major defects can be classified as blocking or non-blocking depending on their impact on client operations.


"Minor Defect" means any Software Defect that is not a Critical Defect or a Major Defect.


“Power Users” means a group of individuals (usually up to 5 per organisation - dependent on Support Framework Agreement) who are nominated by each Client to be advanced users, promoting best practice usage of the Software, ensuring data and system configuration is kept up-to-date and providing ongoing support and training to their colleagues. 


"Technical Support" means the identification and resolution of errors in the Application including manned telephone support, monitored email support, corrective and preventive maintenance and upgrades, remote assistance.


“Working day” means any day from Monday to Friday, excluding public holidays in United Kingdom.

“Working hours” means 0830-1730 (GMT) during a Working Day.


“Excluded Event” means:

  1. any change made to Client systems (including the AWS environment) which the Application relies on or interfaces with  including changes to  database structure, volume or frequency of data, data architecture which are made without reasonable advance written notice to the Supplier.
  2. Any issue with the Application caused by Client system administrators or developers.

Was this article helpful?

That’s Great!

Thank you for your feedback

Sorry! We couldn't be helpful

Thank you for your feedback

Let us know how can we improve this article!

Select atleast one of the reasons

Feedback sent

We appreciate your effort and will try to fix the article