Service Level Overview

The aim of this agreement is to provide a basis for close co-operation between Customers and Integrated Dealer Systems (IDS), for support services to be provided.

Terms of Support

IDS will use commercially reasonable efforts to assist Customer to resolve problems in its use of the Software as described in the “In Scope” section of the agreement. IDS makes no guarantee that it can, or will, solve any problems with respect to the Software presented by Customer, and further disclaims any warranties above and beyond any limited warranties that may have been expressly made by IDS in the License Agreement.

What the Support Fee Covers

1. General Support – Phone/Email
2. Expert Services – Scheduled
3. Access to the Welcome Page and Dealer Resource Centre
4. Remote Troubleshooting

Support Request Procedures

Inquiries are submitted to IDS via 4 methods

1. Customer Portal
2. Chat
3. Email: support@ids-astra.com
4. Telephone: 1-800-962-7872

Support Ticket Procedures

1. For each specific support request, IDS Support creates a support Ticket with ticket #
2. If you call or email with several different issues, we may create different numbers to track each issue
3. Be sure to make a note of the Ticket number, and provide it on any subsequent contact regarding the issue

Required Information for Logging a Support Request

When submitting a support request, please provide the following information for us to resolve the ticket as quickly as possible:

1. Company name and location (if multiple locations exist)
2. Contact’s name, phone number (including extension), and email address
3. Description of the request
4. Service request number if this is a continuation of an existing request (in the email subject line)
5. Product name, product version number
6. Problem/request details, including any steps required to reproduce the problem (see appendix A)

IDS Support Services – Covered as Part of Maintenance

Accounting (AR, AP, GL, Payroll):

Operations (Inventory, Sales, Parts, Service, Rentals, Admin, F&I, CRM, Mobile):

Network Services (if subscribed)

Additional Charge

Unsupported

Support Response Times

A “response” means we have acknowledged your support request. In some cases, we may need to obtain additional information from you to resolve the request.

Response times depend on the severity level of the request. The support technician will determine the severity level based on guidelines listed below:

• During Business Hours (Monday to Friday 08:00am – 8pm EST) calls and emails will be routed directly to Support staff on duty.
• After-hours “Critical” severity support will be routed to an on-call Support Engineer
• In any subsequent communication with support about an active case, please include the case number. Include it in the web form, your voice mail message, email or have it ready to provide the support engineer
• Although the Support Representative may be able to provide estimated resolution timelines in some cases, resolution times cannot be guaranteed — best efforts will be used

Service Level Targets – Normal Business Hours

Emergency After Hours For System Downs

* Support response is an acknowledgement that a ticket has been received and is being prioritized

**R&D response is acknowledgement as to when a resource will be soft-scheduled to review

Roles and Responsibilities

The Customer

General responsibilities under this agreement:

• Conduct business in a courteous and professional manner with IDS
• Will use their own appropriate staff to act as validation and gatekeeper prior to requests being logged with IDS Support.  Only authorized customer representatives can log support tickets with IDS Support.
• Will provide all information required to open a support request, see appendix B
• Once a support request has been submitted, make themselves available to work with our support resource assigned to the support request.

IDS

General responsibilities under this agreement:

• IDS will conduct business in a courteous and professional manner with [the customer].
• IDS will log all information from [the customer] required to establish contact information and document the nature of the problem
• IDS will make best efforts to accurately assign severity levels to support request
• IDS will escalate support request to next level of internal support within [your company] upon approach of established resolution targets.
• IDS make best efforts to keep [the customer] updated on the status of support requests
• IDS will make best efforts to meet and exceed service level agreements outlined

Support Usage Reviews

Periodically, IDS will conduct usage reviews to ensure all customers can obtain fair access to Support Services and to help us identify users that may require additional training or adjustment to support fees.