Software Maintenance Agreement (SMA)
Overview
The Inner Range Software Maintenance Agreement (SMA) provides end users with ongoing software updates, priority technical support, and privileged access to resources. It is designed to ensure that Integriti and Infiniti systems remain up-to-date with the latest features and security patches.
Term and Support Levels
- Agreement Terms: Typically available in 12, 24, 36, or 60-month periods.
- Support Options:
- Business Hours Only: Standard support during Victorian business hours.
- 24/7 Support: Priority access to on-call technicians outside of normal business hours for critical incidents.
User Entitlements
Registered SMA holders are entitled to:
- Software Updates: All updates released during the term of the agreement.
- Extended Updates: All updates for the major version of the software released in the calendar year in which the agreement expires.
- Resource Access: Privileged login access to the Inner Range website.
- Priority Support: Access to a priority technical support phone number.
Support Definitions
- Support Enquiries: Assistance, advice, or instruction for day-to-day issues that do not disrupt critical operations. Normal response time: 1 business day.
- Support Incidents: Major dysfunctions where the system is completely or substantially inoperable. Normal response time: Within 2 hours (Victorian business hours).
User Obligations
- Latest Version: Sites must be on the latest version of the software before an SMA can commence.
- Backups: Users are responsible for maintaining regular local and remote backups of the software database.
- Pre-requisites: Before requesting support, users must apply the latest available update for their software version.
- Remote Access: End users must provide reliable broadband access to allow Inner Range technicians to connect via remote support software (e.g., TeamViewer) for troubleshooting.
Important Notes
- Renewal: SMAs do not renew automatically. Expiry notifications are sent 8 weeks prior to expiration.
- Third-Party Software: Inner Range does not guarantee compatibility with third-party software or equipment after applying updates.
- Non-Standard Work: Planned maintenance, relocations, or reconfigurations are outside the scope of the SMA and are typically chargeable services.