WiSys has designed their Maintenance Plan to provide software updates, support and technical assistance for Customers who are current with their annual maintenance plan and who have had their resources trained during implementation.

It is our intention to assist customers and resolve issues covered by this agreement as quickly and efficiently as possible.

·         Support: refers to WiSys personnel performing the intake and triaging of requests / issues

·         Technical Assistants: refers to any WiSys Subject Matter Expert directly or indirectly assisting with the resolution of the request / issue

·         Customer Contact: the champion at your Company assigned as the one point of contact to submit requests / issues to WiSys Support

·         User: anyone utilizing WiSys applications at your company

WiSys is constantly working to improve service to our customers. Customers will have full access to documentation and videos on many of our products to help maximize their investment in our tools.

·         Macola ERP: https://support.wisys.com/documentation/Index.htm 

·         Agility + SAP Business One ERP: https://support.wisys.com/sapdocumentation/Index.htm 

Normal WiSys Support hours are between 8:00 am and 6:00 pm Eastern (EST), Monday through Friday, excluding observed holidays as listed on the WiSys Support Site.

The Customer Contact can submit an unlimited number of requests / issues during normal support hours via one of the following methods (in order of preference):

·         Submit a form through our website (preferred) Contact Support (wisys.com)

·         Send us an e-mail at support@wisys.com

·         Call (770) 955-3530 – choose option #3

Note: The above methods are streamlined to help us process your request / issue quickly. Contacting WiSys employees directly by phone or e-mail is not promoted and prove to cause unwanted delays.

TIPS for submitting issues: to help us understand and process your issue efficiently you will want to gather the following details before contacting us:

·         a full description of the issue, actual and expected outcomes, and error messages

·         the application / database you were working with

·         steps taken prior to issue occurring

·         troubleshooting attempted prior to submission and results of note

·         screenshots

·         related Case Number(s) if known (Case Number defined below)

Case Number: You will receive an e-mail confirmation acknowledging receipt of your submission and you will be provided a Case Number. Both WiSys personnel and the Customer Contact need to use this Case Number in all subsequent communications to ensure everyone is working on the same request and all details can be easily stored together. Also refer to Case number escalation (outlined below).

Priority: WiSys will review and assign a priority level for each Case Number based on Severity Level (outlined below).

WiSys Support will make reasonable efforts to respond to new submissions using these guidelines:

·         90% of Severity 1 requests / issues - within 4 hours (8:00 am – 6:00 pm EST Monday through Friday, excluding holidays).

·         90% of Severity 2 requests / issues - within one business day

WiSys Support / Technical Personnel will aid in managing all requests / issues as follows:

·         Define the priority of your request / issue based on Severity Level (outlined below)

·         Coordinate virtual meetings with WiSys personnel and the appropriate Customer Contact / Users to aid in the resolution of requests / issues

·         Define and maintain a record of all actions related to the request / issue – including resolutions

·         Engage appropriate WiSys and Customer personnel to resolve requests

·         Assist the WiSys Product Development Team in defining and prioritizing code issues that require their assistance

Severity Level 1

Your live production use of the supported programs is stopped or severely impacted, so you cannot reasonably continue working. You experience a complete loss of service with no available alternative method to continue operations. The operation is mission-critical to the business, and the situation is an emergency.

A Severity 1 service request has one or more of the following characteristics:

·         Data corrupted

·         ALL Users are affected by inoperable:

o   functions

o   production reporting

o   shipping functions

o   printers on all devices

·         After an update, your system loses functionality that worked prior to the update (a regression error)

WiSys maintains the highest level of commitment to resolving Severity 1 issues and will make all attempts to resolve them within 24-hours of being notified through our standard submissions channels.

Severity Level 2

Encompasses all other requests (not defined as a Severity Level 1 issue) such as:

·         loss of service or functionality for an individual

·         features are unavailable – but operations can continue in a restricted fashion

·         one shipping workstation is “down” (all others are operable)

·         any requests for general information, submission of an enhancement, functionality clarification / documentation requested for software in use (no impact on the operation of the software)

From time to time, Customers will report issues where they experience certain behaviors within WiSys applications that happen periodically but not constantly. In this case, WiSys technicians will try to duplicate the issue by following the sequence of events reported by the customer. If they are unable to duplicate the issue, yet the problem sporadically persists, it may be necessary to escalate the case. It may also be necessary to obtain a copy of databases or selective tables to aid in the effort to duplicate the issue and find a resolution.

These types of issues could require a substantial amount of time and research. You will need to be prepared to work with, and be available to, the Technical Assistant to work towards a resolution.

Your central point of contact: Establishing a central point of contact at your company to submit requests / issues to WiSys Support will stop the risk of duplicated effort on both sides and increase the speed of communications and resolution.

This contact should be proficient is using the request / issue intake process and have reviewed the Support Section on the WiSys site found at Support (wisys.com).

The ideal candidate for this central point of contact at your company is someone who:

·         works at least 30 hours per week

·         is in a compatible time zone with WiSys (EST)

·         has the necessary access (or can quickly engage their internal support personnel) to grant Administrator level rights to WiSys Technical Assistants for their SQL / HANA / Database, Application, and Remote Desktop Servers. This level of access will ensure WiSys Technical Assistants have all tools available to resolve issues in a timely manner.

·         is able to identify and authorize additional training / onboarding support for their Users

·         provide approval of remote access assistance where required for their Users

Particularly when anomalous issues arise, WiSys technicians may require remote access to your PC or Server, with Administrator level rights. We will do this using a WiSys-provided system at no cost to you (other than your regular internet access). When remote access is used, you can watch everything the technician does and disconnect the WiSys technician at any time. Note: If you are not able to grant a WiSys technician remote access (i.e. due to customer company policy or problematic internet access at your site) they may not be able to render assistance.

WiSys currently uses either Microsoft Teams or GoToMeeting to perform remote access assistance. 

Note: Your company may incur small phone charges from your carrier associated with this service if the User chooses to dial into the meeting via telephone. There is no charge to Users who access Microsoft Teams or GoToMeetings via computer audio.

 This maintenance plan does not cover the following:

·         Initial Installation

·         Reinstallation or software configuration changes due to system failures, new servers, system moves, or system configuration changes

·         Any custom applications, labels and documents not written by WiSys

·         Updates to WiSys tailored applications, labels and/or documents by non-WiSys personnel (such updates will void support for these tailored products)

·         Errors or messages determined to be presented by network security, bad data, or User error

·         Training on WiSys applications or any of our SDKs or design tools

·         Ship Rush upgrades

·         Standard ERP workflow or functionality

However, WiSys personnel are able to assist with these issues but must do so under a pre-approved consulting service agreement. In the event your Case Number’s resolution is determined to fall into one of the exclusions above, you will be billed at our current billing rate.

Clients who let their maintenance lapse will need to reinstate their plan prior to receiving assistance. Reinstatement Fees will be applied based on:

100% of the prior year(s) annual maintenance plus a reinstatement fee equal to twenty percent of the annual maintenance amount is required.

Example: reinstatement calculation based on a customer with annual maintenance of $5,000 that has let their maintenance lapse for 18 months.

For Macola ERP customers only, WiSys offers an SDK solution for transacting Macola Business Transactions within your own development environment.

We offer a guide and sample code on our website at:
https://support.wisys.com/documentation/index.htm#t=WISYS_AND_VISUAL_STUDIO_INTEGRATION_.htm

If further training beyond our documentation and sample code is required, one of our developers will do so under a pre-approved consulting service agreement at our current billing rate.

The software portion of the plan protects your investment by delivering periodic updates that keep your enterprise software running at maximum efficiency. Standard build updates are provided periodically and contain enhancements and corrections. When notified of a suspected error in the current update, WiSys will provide services to diagnose such errors and use our best efforts to provide corrections for such errors, provided WiSys can reproduce the error. If corrections can be made, they will be provided through the standard build update process.

Recommendations:

·         update your system at least twice per year

·         have a complete test environment which consists of the following:

Option 1 – for SAP HANA / SQL Clients

·         Separate HANA/SQL Server

·         Separate Client PC/Server (can test Agility Mobile in emulator mode here)

·         Separate Remote Desktop/IIS Server (this is only required if there is a need to test Agility Mobile or 360 on the physical handheld devices)

 Option 2 - for Macola and SAP SQL Clients

·         A stand-alone PC running SQL

·         A separate test environment allows you to install and test new updates to code without affecting your live production environment in any way. Note: A test database alone on the live production SQL or SAP HANA server is not adequate for this purpose.

Note: You must have an in-force maintenance plan to update your WiSys Software. Maintenance charges are payable annually in advance prior to the renewal date. If your company requires assistance with an update to your WiSys Software, our current billing rate will apply for this assistance. Update assistance must be scheduled at least one week in advance so we can provide proper resources and secure a signed Service Agreement prior to the update.

Rev. 2024-12-13