These support and maintenance commitments apply to our DeveryLoc, DeveryLight, Georisloc Pro and Geohub solutions (hereinafter, the “Solutions”).
The Solutions are available and operational 24/7 except in the following situations:
- Preventive maintenance: we may have to work on the Solutions and underlying IT systems to keep them running. In this situation, we undertake to alert you at least 48 hours before the work begins. Wherever possible, work will be scheduled for times when the Solutions receive less use.
- Unscheduled interventions: we may have to carry out corrective maintenance following an Anomaly that you report or we automatically detect using our tools.
Based on the Anomaly level, we undertake to work on it in the timeframes in the table below:
Level | Type | Action |
Critical or Level 3 Anomaly | Any Anomaly making it impossible to access the Solutions, or send alerts, information or missions. | After the Client reports the incident or we detect it, an intervention will be carried out within 4 hours |
Semi-Critical or Level 2 Anomaly | Any operating Anomaly allowing the Solutions to be used, but causing problems with sending alerts, information or missions. | After the Client reports the incident or we detect it, an intervention will be carried out within 48 (working) hours |
Non-Critical or Level 1 Anomaly | Any minor operating Anomaly allowing the Solutions to be used in full. | After the Client reports the incident or we detect it, a fix will be applied to the next version of the Solution |
“Fix” means any Anomaly amendment that does not substantially change the Solution.
If there is a major incident that causes the Solutions to be completely unavailable for a foreseeable period of over 5 hours, we will switch to an equivalent but less powerful system.
How to access support
If you notice a problem with the Solutions, please report it immediately:
Monday to Friday (excluding bank holidays) 9am to 6pm:
- By telephone: 0033 (180905490)
- By email: client@deveryware.com
Problems experienced by end users or administrators when using the Solutions do not constitute Anomalies.
We do not accept any liability for malfunctions that fall outside the scope of maintenance including if:
- You refuse to collaborate in resolving Anomalies, such as by not responding to our questions or information requests
- You have not used the Solutions in line with their intended purpose, documentation or contract
- You have modified the Solutions in an unauthorised way
- You have introduced packages, software or operating systems not compatible with the Solutions
- Electronic telecommunications networks have experienced a fault
- You have deliberately caused damage, or committed a malicious act or sabotage
- We have been the victim of force majeure
Interventions that fall outside the scope of maintenance may be charged for separately.