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Norwegian Terms and Conditions for Support Services – Rillion Software
DOCUMENTS PEOPLE
TERMS AND CONDITIONS OF SUPPORT
An introduction to Rillion support at Document People
In day-to-day practice, Document People’s support works as follows:
- The customer appoints an agreed number of Rillion Super Users, all of whom receive the compulsory super user training as part of the onboarding training and testing. The Rillion Super Users are the only users authorised to contact Document People Support.
- The customer’s standard user first contacts the customer’s own internal Rillion Superuser for support. The customer’s Rillion Superuser then contacts Document People’s support team if necessary.
- The customer’s Rillion Superuser should send an email to the Document People Helpdesk at support@documentpeople.dk. The email must include a description of the error and a corresponding screenshot.
- The customer’s Rillion Superuser may also contact Document People Support by telephone at the same time.
- All enquiries to the Document People Helpdesk are logged using a case number, which is sent by email to the person who raised the enquiry. The case number generated when an enquiry is registered is the key to all future communication regarding that enquiry, whether by telephone or email.
- Manuals, guides, FAQs, product notes and general documentation will be available via Document People’s Online Helpdesk.
- The support service is charged on a time-spent basis per 15-minute period or part thereof, at the hourly rate applicable at any given time for Document People support staff, currently DKK 1,250 plus VAT
Documents Peoples Online Helpdesk
Support for response times
The Document People Support Helpdesk will acknowledge receipt of a support request and begin troubleshooting within the response times specified below.
| Priority | Response time |
|---|---|
| 1. Critical An anomaly, meaning that Rillion is not available to most users and/or has an overall and significant impact on the use of Rillion. The business implications are critical. | 2 working hours |
| 2. High Disruption, meaning that Rillion is unavailable to a limited number of users and/or has a direct impact on the use of Rillion. The business implications are significant. | 4 working hours |
| 3. Medium Deviation, meaning that Rillion has defects that affect a small number of users and/or have some impact on the use of Rillion. The business implications are minor. | 16 working hours |
| 4. Low A deviation that has a minor impact on the use of Rillion and is not time-critical. No real business implications. | 40 working hours |
| Breach of the Data Protection Act If a breach of the Personal Data Act is confirmed, Document People will respond to the incident in accordance with the guidelines and requirements set out in the GDPR. |
For support enquiries relating to a fault, troubleshooting will commence within the specified response time and will continue on an ongoing basis as a high priority until the fault has been resolved.
A solution to a fault may be permanent, temporary or a workaround. In the case of a temporary fix or a workaround, Document People will, within 15 working days, provide the customer with a plan setting out when and how the fix will be made permanent. This applies only to faults with priority levels 1 and 2.
Document People reserves the right to amend the classification (priority 1, 2, 3 or 4) should new information come to light in the case. The customer must be notified of any adjustment to an assigned classification and the reason for such an adjustment.
Any breach of the Data Protection Act will be dealt with in accordance with Priority 1 until the case is concluded.
Response times are provided within Document People’s normal opening hours, which are currently weekdays from 8.00 to 16.00.
