Service level license-and-support-only

n this description of the services related to the license-and-support-only subscription, qualitative and quantitative goals are set with respect to management and maintenance. This document defines the complete set of arrangements for management and maintenance of semantic wikis. The description includes a definition of the key indicators (service levels) to the extent that is measurable and can be influenced by ArchiXL. For each indicator, the associated standard is given. These standards are the measurable criteria for ArchiXL activities.

The services described in this document may be changed at the initiative of ArchiXL. ArchiXL will inform clients of changes well before the planned effective date. In case of changes having unwanted and substantial impact for the Client, a practical solution will be found. The present 2012-08 version of this document is valid from August 1, 2012.

The services related to the license-and-support-only subscription to semantic wikis means essentially that ArchiXL deploys resources for management and maintenance of the software developed by ArchiXL. The goal is keeping our software and its integration for the WikiXL platform up to date. Service provided is based on 'best effort'.

ArchiXL provides the following services:

In this document, we work with priorities. These are defined as follows. ArchiXL and Customer jointly determine the priority of a particular situation.

Helpdesk

The helpdesk can be reached by email at email address support@archixl.nl or by phone at telephone number +31 33-2585545. You will be connected with the proper ArchiXL employee.

Proactive management

• Patches and upgrades
  ArchiXL ensures that the software up to date. Patches and upgrades to the wiki software are tested by us and then made ​​available to the Client. Support for older versions will be cancelled eventually. Leading is the list of officially by the MediaWiki Foundation supported versions.

Incident management
The Client assigns (at least) one (1) person to the role of first point of contact for ArchiXL in case of disorders, notifications, etc. This person also standard receives a newsletter with latest developments. Incidents are handled in accordance with the table below.

The use of the semantic wiki is bound to the following specific conditions:

• The client obtains a non-exclusive and non-transferable right to use the WikiXL software. All intellectual property rights remain with ArchiXL. The Client is not permitted to copy any program code (such as templates, forms, etc.) and / or documentation for any reason other than for normal personal use and backup purposes.