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Help Desk   http://support.123edi.com
Email   Support@123edi.com
Phone  +1 954.922.9130 - Option 3

Support Policy Agreement

Support Policy

I. SERVICES

Help Desk - You have access to our online Help Desk, http://support.123edi.com, where you can submit a request for support, manage open tickets, leave feedback, and browse the Knowledge Base for a collection of illustrated lessons.

Telephone support - You have access to our technical staff to receive technical support.

Online support - You may take advantage of our remote services using remote access software that will allow your computer system to connect directly with our system through your internet connection and enables the fastest and least expensive response to your problems. This is a highly recommended option.

Scheduled on site support - You have the option to schedule an on-site software or hardware support visit with our technical staff.

Emergency support - After hours and weekend support is available when you cannot wait until regular support hours because of the urgency of your problem.

Special projects support - You will receive priority when scheduling special jobs (programming, special software installations, etc . . .) and be provided with timely proposals. You will also have access to our specialized staff including associate consultants, for networking and programming services.

II. CONDITIONS OF SERVICE

Support Hours:
Regular support hours are Monday through Friday from 8:30 am to 5:00 pm Eastern Standard Time except for the holidays listed below.

Support for extended hours is available with an additional premium and requires an Extended Support Agreement with total support time for extended hours predetermined.

Emergency weekday support hours are Monday through Friday 6:30 a.m. to 8:30 a.m. and 5:00 p.m. to 10:00 p.m. Eastern Standard Time. Emergency weekday support is billed at 1.5 times the Standard Professional Service Rate.
Emergency weekend support hours are from 8:30 a.m. to 5:00 p.m. Eastern Standard Time and are billed at 1.5 times the Standard Professional Service Rate.
Emergency Late Night Support and Holiday Support hours are from 10:00 pm to 6:30 am Eastern Standard Time and are billed at 2.0 times the Standard Professional Service Rate.

The following is the schedule of days when our office will be closed.
These dates are subject to change within 90 days without prior notice:

2011
Monday, May 30 - Memorial Day
Monday, July 4 - Independence Day
Monday, September 5 - Labor Day
Thursday, November 24 - Thanksgiving Day

2012
Monday, May 28 - Memorial Day
Wednesday, July 4 - Independence Day
Monday, September 3 - Labor Day
Thursday, November 22 - Thanksgiving Day
Tuesday, December 25 - Christmas Day

Telephone and Internet Support: Rates for telephone support do not include long distance telephone charges, if applicable. In order to receive online support, you will need to implement an accepted remote access option via an internet connection.

Travel Expenses: Any on-site support visit will be subject to travel expenses. Travel that does not require an overnight stay will be subject to charges only for travel time and tolls. Travel that requires one or more overnight stays will be subject to transportation costs, hotel accommodations, and meals. Travel expenses will be billed at actual costs with the exception of travel time, which will be billed at the standard rate.

Disclosure of Liability: 123 IT Services, Inc. DBA 123 EDI is not responsible for any losses resulting from activity of the client. These activities may include but are not limited to backing up data files, improper maintenance of equipment or programs,and failure to follow instructions given by a 123 IT Services, Inc. DBA 123 EDI support representative or associate consultant.

Additionally and specifically EDI software and services, 123 IT Services, Inc. DBA 123 EDI will not be responsible for any losses resulting from EDI data exchanges where the data is found to be inaccurate or not in accordance with the specifications of the parties involved.

For information about our EDI Engine™ liability policy and other license information, please see the
Software License Agreement at http://www.123edi.com/docs/EDIEngineSLA.pdf.

III. CONTACT SUPPORT

We assume that any employee from our customer is authorized to use our services. If that is not the case, please provide us with a list of authorized employees.

If you have a problem, the following are our recommendations to help expedite its resolution:

  • Report the problem to the person in charge of the EDI system in your company as that person is most likely to be knowledgeable about how to handle the situation. If such person is not available, proceed to the next step.
  • Document the problem and define the priority. Be as specific as possible and include all relevant Processing and Error logs. We ask that you only escalate a request to “Urgent” if it is disrupting your operation.
  • Submit a request for assistance through our online Help Desk at http://support.123edi.com. Your request ticket will be reviewed by our support staff and assigned to the appropriate agent. You will be notified when the ticket has been assigned and may be required to provide additional information or files. You can also ‘Check Your Existing Requests’ on our Help Desk to see all comments, the assigned agent, priority, billable status, or rate your satisfaction level for each request ticket.
  • While we strongly encourage you to take advantage of all the features of our Help Desk, you can also create a ticket by sending an e-mail with issue documented to Support@123edi.com, though you will need to indicate any urgency in the subject line.
  • In the event that you are unable to document your request and create a ticket, you can call +1 954.922.9130, select option 3 and we will be happy to assist you. When leaving a message, provide specific details and state whether it is an urgent situation. Please let us know whether you are unable to continue to operate because of the seriousness of your problem and we will give priority to your call.

IV. SUPPORT PLAN

Our Continuous Update Program, CUP, is a dynamic software maintenance and support plan. The CUP includes software and document updates, unlimited Technical Support, and access to Training Seminars. All customers are required to maintain CUP coverage on software and modules. Customers may choose to deactivate the CUP on documents that will no longer be used. However, any modifications to products or documents not covered by the CUP are subject to charge at our Standard Professional Service Rate. Please note that the CUP does not include additional services such as installations and updates, training, programming modifications, and compliance testing. These services are subject to billing and must be scheduled in advance. For more information about the CUP, visit http://www.123edi.com/cup.pdf.

Project Based Estimates are always available and are an excellent means of budget protection for services not covered by the CUP. We will quote a project based on a fixed price. This is a great option for programming or networking projects that require little analysis and where the scope of the project can be easily identify. All programming and service jobs, based on proposals typically include a warranty of 90 days for services unless specified differently. Look on each proposal for details.

V. SUPPORT BILLING POLICY

The following is the123 EDI billing policy:

  • Annual CUP fees are generally 18% of the current price (unless stated otherwise) for most of our software products, modules, and documents. The CUP is initially billed upon project delivery for software customers with recurring invoices issued annually. CUP fees will be prorated for items added throughout the year on annual CUP invoices.
  • On-site visits are billed on an hourly basis with a minimum of 2 hours. Additional charges may be applied for traveling outside our metropolitan area.
  • We strongly recommend, that you request fixed price quotations for tasks that have a specific goal such as training, consulting, software implementation, and programming so that an excessive use of our services can be avoided. We always try to identify such situations and will always advise you about them.

VI. PAYMENT POLICY

We appreciate customers who recognize the value of our work and pay for our services on time. The less time required for billing matters will allow for more time to be allocated to serve your needs.

  • Please advise us immediately if you believe that a job has not been performed to your satisfaction. It is essential to receive prompt feedback so that we can do whatever is necessary to quickly correct the problem to your full satisfaction.
  • All jobs require a 50% deposit upon commencing the project and the remaining 50% before delivery. The only exception to this policy is when it is specified, typically in the case of lengthy projects.
  • We reserve the right to charge interest for past due amounts, which will be charged at 18% APR calculated daily.
  • We reserve the right to stop servicing a customer who does not pay on time and continues to be delinquent. When this situation arises, services will be discontinued until the total balance is paid in full. The situation will be reevaluated after payment. There are no exceptions to this rule.
  • Delinquent accounts will be pursued vigorously.

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