HotSpot Express
Annual Maintenance & Support (AMS) Contract
EasyBrowsing is bringing out HotSpot Express, an Internet Management and Accounting Solution in its unique way. With its acquaintance to Hotels and ISP and CyberCafé businesses, it makes this accounting solution on Linux.It understands that their core-strength is service and wants to ensure that its product is used well even after years of sales.
HotSpot Express is designed to support Hybrid Business Formats. For example, an ISP can sell its bandwidth to Hotels and charge the hotel-customers directly or a Hotel can have a cyber café in the lounge, or an ISP can have chain-of-cyber cafés, etc. Similarly, the same solution can be extended to support any combination of these hybrid business formats and offers good scalability.
This Linux solution is sold on per year basis as Services including free support.
Customers can renew the service and support contract upon the expiry of Service Agreement.
Support / We understand that users require immediate assistance because EasyBrowsing softwares are used in many business critical applications. Our support team will quickly respond to questions either by phone or email.
Features / Limited worldwide telephone support during the following office hours:
10:00am – 05:00pm IST (Indian Standard Time - It is 5 hours and 30 minutes ahead of GMT/UTC.)
- Free updates during the maintenance contract period
- Free upgrades during the maintenance contract period
- Access to HotSpot Express General Knowledge Base
- Automatic email alerts
- Hands-on VNC support
- Maintenance escalation procedures
- Free access to HotSpot Express User events
- Different service level agreements
After the first call, the information is stored in a helpdesk application, which enables users to keep track of the status of their call. Of course, our support team will try to solve all problems right away, but if unknown problems occur, we will escalate the issues to our Quality Control department.
Maintenance / EasyBrowsing is constantly improving the functionality and capabilities of HotSpot Express software. The AMS contract entitles users to free updates and software upgrades. In other words, users receive not only small updates to improve the stability of the HotSpot Express software but also new functionality and productivity tools that are built into the components of the HotSpot Express software
Knowledge Base
/ All solved support issues are logged in the Support Knowledge Base, resulting in an archive that holds the solutions of all common support issues. This knowledge base is accessible through the Internet for all the clients with a valid AMS contract, and all information contained here is full-text searchable and allows users to rapidly access their required information.On-line Documentation,
Tips, and Software Updates / All users with a valid AMS contract can access our support site, which features valuable documentation, training material, user instructions, last-minute trouble-shoot tips, and links to third-party technical information for scanners, copiers, and other related products. You can also download the latest HotSpot Express add-ons and updates.
Service Level Agreements (SLA) / EasyBrowsing offers several SLAs, varying from a standard SLA with basic support to SLA packages with additional services such as minimum response hours, hands-on VNC assistance, various escalation levels and email alerts. Users can even develop a fully customized SLA package. For users and integrators that want to integrate and customize the standard HotSpot software, HotSpot includes special training and developers support in the SLA to make sure that integration and customization is a seamless process.
Conditions of the HotSpot Express Software Service Agreement (AMS)
SUBJECT OF THE AGREEMENT
1.1 / The programs developed by EasyBrowsing are subject to continuous maintenance and improvement. Within the terms of this agreement user has the right to receive the results of this maintenance and improvement for the software as specified in the license agreement.
1.2.1 / The software service agreement will be always be applicable to the complete license. Whenever user decides to add certain software to the license this software will, by implication, automatically be added to the software service agreement
1.2.2 / The software service agreement is limited to the use of standard HotSpot Express software products. Modifications to or use of products or functionalities such as, but not limited to: modified Web server Templates, non-standard applications of command line integrations or modified start pages are not supported by the standard software service agreement
1.2.3 / The customer will arrange a computer with Operating system (RedHat-9 or other Linux variant as mentioned by EasyBrowsing ) and set remote access through SSH to enable EasyBrowsing to install and maintain HotSpot Express. EasyBrowsing will change the root password of the linux server and may or may not reveal the root password to the user at any time. The customer will take responsibility of maintaining another FTP server to maintain the auto-backing up of its data. This database may be in a secure encrypted and password-protected form and the user can use this database only using HotSpot Express.
1.3
/ The price of the software service agreement will be based on the current price list and will include all programs covered by the current license. EasyBrowsing is entitled to change the prices. In signing this agreement user specifically declares to agree with such changes in the price provided these changes are, at the maximum, in line with the consumptive price index published by the Indian statistics.
1.4 / In any case the support and maintenance will include the following:
a) Limited free technical support by email and telephone.
b) Free so-called bug fixes comprising corrections of the software applicable to the users version of the programs.
c) Detection and repair, to the best of their ability, of flaws in the standard version of the programs including the standard adaptations thereof as applied by EasyBrowsing. The meaning of “flaws” in this context is all faults and defects including deviations from the properties as described in the accompanying documentation.
d) Adapting, to the best of their ability, the programs to relevant external circumstances like changes in legislation.
e) Making available and documenting standard adaptations that result from logical modifications of the configuration supported by HotSpot Express.
1.5 / If technological developments clearly indicate the necessity, EasyBrowsing can make higher demands on the configuration required for the installation of a new version of the software. If the user does not follow this advice the warranty of the program will be cancelled and EasyBrowsing will no longer be obliged to supply support for the program concerned.
1.6 / One month after the issue of a bug fix EasyBrowsing will be relieved of the obligation to provide basic support for the previous version.
1.7 / One month after issuing of issuing a new version of the program to the user EasyBrowsing will be relieved of the obligation to maintain the old version or to provide basic support for the previous version.
1.8 / Although EasyBrowsing will try to include all functional features of the old version in the new version without modifications EasyBrowsing cannot guarantee that this will be the case.
1.9 / Adapting the software to a configuration, which is different from the original configuration on which the software has been installed, will not be covered by this agreement.
DURATION AND TERMINATION
2.1 / The duration of this agreement is specified in appendix 1 of the service agreement and will start on the date as specified.
2.2 / The service agreement will be effective for the period as indicated in appendix 1 and cannot be terminated earlier.
EARLY TERMINATION
3.1 / Without the obligation of serving any previous notice both parties are entitled to terminate this agreement in case the other party is legally declared bankrupt or the other party has legally obtained suspension of payments.
3.2 / In case the user does not meet his obligations under this agreement, specifically his payment obligations, EasyBrowsing reserves the right to postpone the delivery of services. If, after a written notice, the user remains delinquent, EasyBrowsing is entitled to terminate this agreement immediately without the obligation of serving any previous notice.
3.3 / All the services are 100% PrePaid. No refund will be made during the early termination.
3.4 / The customer understands that the software is copyrighted to EasyBrowsing and the services are sold on the basis of ‘Right to Use’ and he will not try to modify/decompile/tamper the software in any way. Otherwise, the services will be terminated without notice.
LIMITATIONS
4.1 / Service that has become necessary due to theft or other circumstances that cannot be considered as normal use of the equipment are excluded from this agreement
4.2 / Requests for service that are consequent on a change in circumstances at the user or any other condition which bears no part in the function of the equipment will be excluded from this agreement.
4.3 / EasyBrowsing will not be responsible for the safeguard of driver software, configuration files and/or further essential software. Resultant problems including malfunctioning caused by changing or updating drivers and/or configuration files without permission from EasyBrowsing will not be covered by this agreement.
4.4 / Faults caused by defects in communication lines, links with or use of products that are not covered by this agreement, dislocations, excessive heat, fire and smoke damage, excessive dust, large fluctuations in the mains voltage, excessive humidity and damage by water, lightning strike, riot or war risk and acts of God are not covered by this agreement.
FORCE MAJEURE
5.1 / In case of force majeure both EasyBrowsing and the user have the right to mutually postpone their obligations resulting form this agreement for the duration of the force majeure situation without any claims for damages.
5.2 / Both EasyBrowsing and the user can only claim a situation of force majeure after sending a written statement to the other party accompanied by the necessary supporting documents. In absence of this statement one party may accept the appeal for a force majeure situation from the other party for reasons of fairness.
5.3 / If the situation of force majeure persists for a period of over 3 months, or when it becomes clear beforehand that the situation will persist longer that three months, the party to whom the appeal for force majeure has been made will be entitled to cancel the agreement, for the part that has not yet been executed, by means of a registered letter. No mutual damages can result from such a cancellation.
LIABILITY
6.1 / The customers are requested to fully test with the demo version during the demo period. No monitory damage can be claimed against EasyBrowsing for hanging of Linux server due to Linux integrity or hardware troubles etc.,
6.2 / Irrespective of the other conditions in this agreement, EasyBrowsing will not be responsible for other damages including consequential damages like loss of data, forfeited savings and stagnation of industrial activities.
SECRECY
7.1 / EasyBrowsing agrees to take adequate measures to ensure the secrecy of all information obtained by their personnel during the execution of their work for the user.
RATES AND INVOICING
8.1 / Rates are based on the present cost of wages, social charges, materials and traveling expenses. EasyBrowsing alternatively has the right to increase the rates, provided the applicable law does not object, or the obligation to decrease the rates relative to the increase or decrease of one or more of these elements. A possible increase or decrease that will be allowed to become effective 12 months after the start of the agreement will only be applicable from the first day of the second calendar month following the month during which the increase was announced in writing.
8.2 / All prices and tariffs are exclusive of VAT, sales/service taxes or any other taxes as levied by the local tax authorities.
8.3 / Payments to EasyBrowsing by the debtor must be made in accordance with the conditions of payment as mentioned on the invoice. In absence of such conditions payments have to be made in Indian Rupees (or US$ if the customer pays from abroad) within 14 days after the date of the invoice. Payments are executed without any deduction or balancing and without any attempt of the debtor to block his payment obligations. All payments are 100% advanced. Money transfer commissions such as WesternUnion service charges or Bank Wire Transfer charges cannot be deducted in the payment.
8.4 / In case of a price increase as meant in article 8.1 user has the right to cancel the delivery of all services as covered by this agreement or only those services that are affected by the increase. This cancellation can only be effective as from the date that the increase becomes effective and has to be confirmed in writing within one month after the announcement of the increase. In absence of such a written confirmation the increase will become effective on the date as indicated in article 8.1.
8.5 / In cases where the programs are lost, completely damaged, sold, has changed ownership or are used for other applications than for which it has been acquired this agreement will be legally terminated without any obligation from EasyBrowsing to reimburse the user for any payments already effectuated.
8.6 / In case of late or incomplete payments of the maintenance fee as agreed upon in he service agreement or other payments resulting from this agreement EasyBrowsing has the right to postpone its obligations as specified in the agreement until the user has met his obligations.
GENERAL
9.1 / All modifications of this agreement will only be valid if they are agreed upon in writing.
9.2 / In case one or more stipulations in this agreement will be null and void or will become legally invalid the other stipulations of this agreement will remain in force. The stipulations that are invalid or not legally valid will be interpreted in such a way that the general rendering of this agreement will be preserved.
9.3 / After prior written permission of EasyBrowsing the user is entitled (at his own expense) to have EasyBrowsing move the products to another location. EasyBrowsing will never refuse such a request on unreasonable grounds.
9.4 / EasyBrowsing has the right to contract third parties to perform the maintenance and service obligations under the responsibility of EasyBrowsing.
9.5 / Unless otherwise agreed upon, each co-operator of the user is authorized to give instructions to EasyBrowsing.
9.6 / This agreement will be subject to Indian laws. All disputes originating from or applying to the agreement and/or these conditions shall only be submitted to the court of the city of Chennai, India in English language.
Appendix 1
Customer Address
PIN :
Country / :
Phone Number / :
email address / :
Invoice Date / :
Service Agreement starts from / :
Service Agreement valid until / :
(By signing below for our companies, each of us agrees to the terms of this AMS contract.)
I, the undersigned, do hereby certify that I read, understood, and will comply with the terms and conditions of this agreement.
ForEASYBROWSING / For
Customer
Date : / Date:
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