Legare Support Agreement

SERVICE LEVELS    

 

What is covered by the Customer Support Agreement?

¨      Technical Support for the Legare Software or any subsequent release of Legare Software for which support and maintenance services have been purchased from Collabro.

¨      Technical support for add-ons and enhancements supplied by Collabro but not including unsupported add-ons or add-ons supplied by a third party.

¨      Updates to supported versions of Legare Software.

¨      Technical support relating to configuration issues.

 

What is not covered by the Support and Maintenance Contract?

¨      Technical support for unsupported add-ons other than those undertaken and delivered by Collabro.

¨      Bespoke software development other than those undertaken and delivered by Collabro.

¨      Operational and/or technical support for any other software product (including Microsoft Windows, Microsoft Word, Microsoft Excel, Microsoft SQL Server and Oracle Primavera).

¨      Hardware, desktop operating system, network or network operating system support.

¨      Training issues/problem resolutions that can be found in the help file.

¨      Configuration of new printers, PC’s etc.

 

Standard Hours of Service.

The normal support department hours are:

 

  • Monday to Friday: 09:00 to 17:00 UK time (GMT/BST), except for UK public holidays.

 

No services will be performed outside the Hours of Service.

 

Collabro shall not be liable under any circumstances for any loss or cost incurred to the user by any delay in the provision of the services.

 

 

Methods of contact

Users can contact Collabro Technical Support by emailing This email address is being protected from spambots. You need JavaScript enabled to view it.">This email address is being protected from spambots. You need JavaScript enabled to view it. with the following information:

  • Legare software named user.
  • Contact details - name, company name and phone number etc.
  • Concise description of the issue for which support is required.

 

The issue will be logged by the support desk and the user will be notified of the Collabro reference number allocated to the issue.

 

Speed of clearance

Collabro will use reasonable endeavours to provide a support response to all queries within 8 working hours of receipt. This response will normally be one of the following:

  • A resolution of the issue.
  • Communication of the likely timescales for resolving the issue.
  • A request for further information that will enable the root cause of the issue to be identified.

The response will depend on the nature and/or complexity of the problem reported.

 

UPDATES

Provided the user has purchased a current support and maintenance agreement from Collabro they will be entitled to free of charge updates to the products purchased, including new version releases of the software.

 

It is our current intention to support Legare use with new releases of the software it links with, such as Primavera.

 

VARIATIONS

Collabro reserves the right to review and vary the terms of the Customer Support Agreement offered at each renewal date. The latest version of the Support Agreement is available via the Collabro website.

 

If the answer to a technical support question is available in the product help file or the product documentation or is available on a Frequently Asked Questions list then Collabro reserves the right to refer the customer to one of these sources.

 

LIABILITY

Collabro shall not be liable under any circumstances for any loss or cost, be it direct, indirect or consequential, incurred by the user as a result of any delay in the provision of the services.