Service for the COSYS MDE solutions On-Premise
The purpose of service contracts for COSYS MDE software, which customers run on their servers:
COSYS offers service and maintenance contracts for the MDE solutions including COSYS backend systems for on-premise solutions
The purpose of the service contracts is to provide third level and second level support for the ongoing operation of the mobile software and backend application software supplied by COSYS.
This includes support for the software after the initial start-up of the application, which will be used in all of the customer´s current and future business units and locations.
The basis is software development, licenses and project support services.
The terms of the service contracts are usually 3-5 years and can be extended thereafter. Solutions are sometimes used by customers for 10 or more years and are maintained and supported during this time.
The scope of services provided by COSYS Third Level Support is possible as follows:
The acceptance of faults by COSYS takes place during the agreed service times and is part of the service agreement for the software hosting, as is any support that may be required.
The provision of German-speaking or optionally English-speaking service specialists with state-of-the-art and appropriate product- and system-specific knowledge within the agreed service times.
Hotline support (questions about the operation of the system).
COSYS keeps the MDE software ready for operation in the version that is also currently operated on servers and MDE devices of the customer.
Response time and fault elimination at times agreed for fault classes / service levels.
Deploying patches, workarounds, updates, upgrades and getting them into the system.
Diagnosis of hardware faults i.e. fault localization and description, if necessary also via remote access
The diagnosis of hardware faults is carried out by COSYS within the scope of this service contract for all hardware used - also in the future.
For support requests, please have the serial number of the corresponding device available for hardware issues.
Remote diagnosis and correction of software malfunctions via remote access, if technically possible.
Introduction of the necessary software updates in coordination with the customer
Troubleshoot and resolve incidents that cannot be resolved by customer second level support.
Error analysis and troubleshooting for incidents that cannot be resolved by the customer´s first or second level support as agreed.
Functional/safety checks after completion of maintenance work
The determination of which device type(s) will be used is made by the customer. The customer shall provide COSYS with a station and a selected number of devices of the device types used and operated for the term.
The customer can also provide a VPN router to enable faster and easier processing of service cases by COSYS.
Hotline, error classes and service level
Hotline
COSYS provides a hotline for support with a corresponding support telephone number and a support e-mail address. The support hours are agreed including working days, weekend days and excluded holidays.
Extension of service hours Service hours can be extended on a daily basis at the customer´s request, subject to a charge.
(1)Defect classes / service level
If errors cannot be solved by the first level support and second level support of the customer, the third level support of COSYS is usually contacted.Second level is also possible after agreement with the customer. The first level is usually provided by the customer.
The following error classes are exemplary compatible with corresponding response times and error recovery times:
Error class 1 - Fatal errors
Defect class 2 - Serious defects
Defect class 3 - Other defects
Troubleshooting
Troubleshooting takes place without interruption within the service times. In the event of faults that extend beyond the service times, an agreement will be reached on how to proceed.
Software upgrades, updates and patches
COSYS performs program updates and upgrades on the backend systems of test, integration and production environments.
COSYS ensures that the update of the operating systems of the servers can take place with updates of the manufacturer of the operating system. If updates of the operating system are not compatible, COSYS indicates this and establishes compatibility. This also includes security-relevant patches.
This also applies to operating system related components of the manufacturer of the operating systemSoftware updates, upgrades, and patches of the software supplied by COSYS incl. the associated SQL scripts for the adaptation of the database structure are provided by COSYS in coordination with the customer and imported on the systems.
Hardware compatibility
COSYS guarantees the compatibility of the MDE hardware used by the customer with the MDE software solution for the term of this service contract.
For each type of equipment agreed upon in the service contract, continuous maintenance and adaptation to new versions of hardware or operating system is provided.
Various types of devices from all manufacturers Zebra, Datalogic, Honeywell, ACD and also smartphones can be agreed.
The use, adaptation and continuous maintenance of further device types or classes is possible.
COSYS gives a checked combination of hardware version, operating system version, configuration as well as firmware version (release list) and will make necessary adjustments.
For each new combination of hardware and operating system requested by the customer, COSYS ensures compatibility within a specified period. If necessary, COSYS also receives several test devices from the customer for this purpose.
COSYS continuously transmits and maintains a release list for the compatible devices.
Errors due to third-party products, third-party hardware, etc.
For errors that are not caused by the components under maintenance (incl. third-party products such as hardware and mobile device software procured directly by the customer), COSYS will identify possible solutions and implement appropriate measures after receiving a corresponding order. The costs required for this shall be borne by the customer and shall be invoiced at agreed daily and hourly rates.
For Application Hosting & Management pricing, please contact your sales representative.
