Customer will submit a new SR (Service Request) to i-DOCS Ticketing platform for issues (including Incidents as well as consultation on the use and functionality) associated with the supported System(s).

 All requests submitted to i-DOCS Ticketing platform, will be logged for trackability. A qualified engineer shall make confirmation to the originator of the request after receipt of the request on the SR ID.

Fault Report Handling shall mean detecting and remedying Incidents and/or providing workaround solutions in the supported System(s) upon a Customer’s reported request by virtue of a Fault Report.

Corrective Maintenance Service shall include delivery of Software Correction Packages aiming to provide solution to identified faults as part of the Corrective Maintenance Service. 

i-DOCS shall provide a Fault Report Answer (FRA) to Fault Reports sent by Customer in line with the severity level assigned to an Incident request and in compliance with the times specified in SLA in paragraph hereunder. The FRA shall contain the description of the resolution or a description of a Workaround to be implemented in order to achieve a solution or neutralize an adverse effect of the reported Incident.

Should a Fault Report Answer be sent that does not adequately address the main issue of the Fault Report, Customer has the right, within two (2) Working Days from the receipt of answer, to re-open the original Fault Report as long as the conditions of that report have not changed. The original date of Fault Report submission and level of priority are valid.

In cases where additional information is requested by i-DOCS in order to proceed with the investigation of the problem, then i-DOCS shall send a Fault Report Answer asking for additional information as a necessary procedure for the collection of the requested information that should be enclosed in the Fault Report Answer as well. Customer should send all the requested information at least two (2) Working Days from the receipt of the FRA. The time period for collecting the information beyond the two (2) working days specified in the previous sentence shall be excluded from the total lead-time of that Fault Report.

The objective of Emergency Support Services shall be detecting and remedying Critical Incidents and/or providing temporary solutions/workarounds in the System(s) upon Customer reported Critical Incident by virtue of an Emergency Call or Emergency Callout (as described below).

These services shall be attributable to Critical Incidents, which cannot be resolved through reasonable Customer’s efforts and that shall result in the interruption of operation of the System(s). Emergency Support Services aim at restoration of satisfactory operation, which may either, be accomplished through a Workaround solution or a complete solution according to the severity and complexity of the problem.

A telephone call of Customer’s appointed person to i-DOCS appointed Engineer by a call-back within the Response Time metric specified in the SLA paragraph hereunder by a support engineer competent in reported Incident subject matter, whose task shall be to supply emergency-handling recommendations for restoration of the service based on the information communicated by Customer during the call. Once the respective emergency call would be completed, a Service Request should be submitted by Customer to i-DOCS Ticketing Platform, as per the above procedure.

i-DOCS, subject to the prior written approval of Customer and the provision by Customer of a remote access connection, shall perform remote diagnostics provided that Telephone Support as specified above shall be proved insufficient or unsuccessful to identify and isolate a problem to the System(s).

The outcome of the remote troubleshooting service should be at the minimum, the provision of a workaround solution that will maintain service availability.

Customer may place an Incident request for the i-DOCS Software under support to i-DOCS, in line with the Incident severity classification, as defined in the table below:

 The severity level of each Incident shall be mutually agreed between Customer’s representative and i-DOCS Support Team upon initial receipt of the Incident request from Customer.

Incidents, associated with the supported System, reported by Customer to i-DOCS shall be handled within timeframes specified in the below Service Level Agreement (SLA) table depending on their severity level:

• A “Work around” is a solution which restores all the defected functionalities.
• A “Final solution” is a full and permanent remedy of the reported fault and the restoration of the operability, according to Technical Requirements.

When bypass or workaround procedures can be used to restore the System(s) affected, then the Incident is handled according to the next lower-level response times. The above time periods are calculated from the issue of Customer’s written remedy request.

For issues that may be requiring Physical on-site presence, i-DOCS may assign a support Engineer to visit Customer’s premises, upon mutual agreement between i-DOCS and Customer.

Preventive Maintenance Service shall cover the maintenance of the system by remedying any application or custom business logic software Incidents detected by i-DOCS. This shall be done by providing corrections and patches of the software in which Incidents shall have been remedied and/or to which technical improvements shall have been made, without additions of functionality or features.

Preventive Maintenance Service shall also cover System audits (health-check) which shall be performed by i-DOCS with the participation of Customer. Such audits will be performed annually and will focus on the following areas:

• Ensure the uninterrupted operation of the System – service performance and service quality (accessibility & retain ability performance)
• System Configuration for optimum operational performance
• Performance-monitoring mechanisms

The above System Audits do not intervene in the system operation, therefore do not require the provision of a system maintenance interval.