Terms of Premium Support Agreement

1. Acceptance of the Premium Support Agreement

By subscribing to the Premium Support Service, You agree to the terms and conditions outlined in this Premium Support Agreement. We reserve the right to update or revise these Terms without giving you previous notice so please check the Terms periodically for changes. Your continued use of PSOhub and the Premium Support following the posting of any changes to the Terms constitutes acceptance of those changes. Our Terms will be kept up to date at www.psohub.com/terms-of-service.

2. Term; Termination

This Premium Support Agreement will become effective at the moment of installation of PSOhub by the Client and is entered into for a term of one year. After which time it will be tacitly renewed for successive terms of one year each, unless one of the parties notifies the other party in writing, before the end of the contract term and with due notice (i.e., within the notification term that applies to that party), that it does not wish to renew the agreement. The Customer is subject to a notification term of six months.

3. The Premium Support Service

• Live chat support 8 AM - 10 PM CEST
  • Via our embedded chat function in PSOhub or via our chat on our website

• Priority support via live chat and, if needed, online sessions 8 AM - 10 PM CEST
  
  • When there is a queue of support tickets, you will be pushed up into the queue to be served first! Priority support via live chat and, if needed, online sessions 8 AM - 10 PM CEST
    
    Online priority support

• • • During service hours (workdays 08.00 – 22.00 CET) via the online support chat direct contact with our support agents
    • Premium support clients will be treated first when more tickets are open simultaneously, with the highest priority.
    • In its response, the agent will suggest a solution immediately.
    • In the event this is not possible, the agent will register and handle the call, and respond to the Tech Team, within a maximum response time of two hours after the moment the call was registered.
    • Also, the agent can initiate teams/zoom sessions when extra info/explanation is needed.
    • Depending on the call's severity, we will do our utmost to help directly.

• RFC, Bugs and Flaws, response time as soon as possible and based on severity!
• RFC, Bugs and Flaws, response time based on SLA qualification

Priority 1: Serious Flaw

• • • The Software or any part thereof does not meet the Specifications, to such an extent that the use of substantial parts of the Software’s functionality is not possible for the users in all fairness.
    • work commences no more than two hours after receipt of the call and continues until the Flaw is solved
      
      
  • The call, the description of the Flaw and the assigned priority level will be confirmed by PSOhub Software via the chat and the account manager will be informed. If the latter expresses the desire for a higher priority level, the call will be handled in accordance with the higher priority level, provided the support workload allows for this.

Priority 2: Minor Flaw

• • • The Software or any part thereof does not meet the Specifications, to such a limited extent that this causes a disturbance Flaws but does not interfere with the operational use of the Software.
    • Work commences on prioritization by PSO.
    • PSOhub Software may decide to incorporate the solution as part of an updated version or new release.
  • The call, the description of the Flaw and the assigned priority level will be confirmed by PSOhub Software via the chat and the account manager will be informed. If the latter expresses the desire for a higher priority level, the call will be handled in accordance with the higher priority level, provided the support workload allows for this.

• Business review 2 times per year with your dedicated customer success expert 
  
  • With our premium support plan, we will touch base with you on a regular basis, reviewing your business processes and how you leverage PSOhub, ensuring you make the most of the solution.
  • Twice a year the customer success team will conduct a business review of the processes of the client within PSOhub.
  • Where processes can be optimized either by new functionality in PSOhub or changed processes we will advise accordingly

• Member of the Innercircle 
  • Quarterly PSOhub will organize an Inner Circle web meeting, for its Partners and Premium Support clients.
  • In this meeting, the CEO and Sales Director will inform the group about PSOhub in general and inform the group about recent functionalities, our feature launches, and upcoming roadmap items and events.
  • By listening to your feedback, members of the inner circle can influence the roadmap.

• Dedicated account manager
  • You will be able to access your dedicated account manager

• 6 Hours pack
  • PSOhub will offer 6 hours of free consulting on top of our Standard support services

• PSOhub Software supplies the following maintenance and management services to the Customer:
  • Corrective maintenance
    • This means repair by PSOhub Software within the conditions of this agreement of Serious Flaws in the Software or its functionality reported by the Customer.
  • Innovative maintenance.
    • PSOhub Software defines this to mean the provision of an updated version or new release of the Software or a part thereof, in which Minor Flaws have been repaired, certain aspects of the Software have been improved or adapted to external developments (such as new or altered regulations) and/or to which new functionality is added.
    • PSOhub may launch new Software releases that incorporate expansions, changes, and/or solutions to Flaws. PSOhub is obliged to ensure that an updated version or new release of any part of the Software will not have any negative impact whatsoever on the functioning of the other parts of the Software or the completely integrated functioning of the Software in all of its parts. In the event such an impact is expected, the maintenance will include all necessary efforts by PSOhub to ensure that such consequences are avoided.