Essential Terms & Conditions for Work Tools Support plans.
Unlimited Technical Support as allow by fair usage. Fair usage is allowed at 3 hours per week per employee.
Laptop or Desktop minimum requirements from devices lease from Work Tools:
Hardware: 2GB RAM, Dual Core 2GHZ CPU, and 128GB HDD
Apple: OS X El Capitan (10.11) and above
Windows: Windows 7 and above
Linux variants. Operating system specific support will be in line with the publishers support, or 24 months since release whichever is lower. And is limited to Arch, CentOS, Debian, Fedora, Mint, Ubuntu, and Red Hat.
Laptop or Desktop minimum requirements from devices not leased from WorkTools:
Hardware: 4GB RAM, Dual Core 2GHZ CPU, 128GB HDD
Apple: macOS Sierra (10.12) and above
Windows: Windows 10 and above
Linux variants. Operating system specific support will be in line with the publishers support, or 18 months since release whichever is lower. And is limited to Arch, CentOS, Debian, Fedora, Mint, Ubuntu, and Red Hat.
For devices not within the above specifications they might be supported after assessment of device, and Work Tools reserves the right to charge a top-up fee for such devices.
Servers:
Setup by WorkTools
Windows 2012 R2 and above
Linux 14.04 LTS and above
macOS Server 5.1 and above
Not setup by WorkTools, will require individual assessment depending on functionality of server. Minimum OS suggestions:
Window 2016 and above
Ubuntu 18.04 and above, Fedora, CentOS within warranty
macOS Server 5.5 and above
Phones:
Any device with iOS 11 and up, unless jailbroken
Any device supported by Android 6.0 and up, unless rooted
SLAs:
Severity is a measure of the impact a Non-Conformity or issue, as reported in a Service Request, has on the use of the Software, as determined by WorkTools. The following Severity levels apply to all Software:
Severity One means Customer’s production server or other mission critical system(s) are down and no workaround is immediately available and (i) all or a substantial portion of Customer’s mission critical data is at a significant risk of loss or corruption; or (ii) Customer has had a substantial loss of service.
Severity Two”means that major functionality is severely impaired such that: (i) operations can continue in
a restricted fashion, although long-term productivity might be adversely affected and a temporary workaround is available; or (ii) a major milestone is at risk, ongoing and incremental installations are affected, and a temporary workaround is available.
Severity Three means a partial, non-critical loss of functionality of the software such that: (i) the operation of some component(s) is impaired but allows the user to continue using the Software; or (ii) initial installation milestones are at minimal risk.
Severity Four means (i) general usage questions and cosmetic issues, including errors in the Documentation, and (ii) cases opened via email for WorkTools Software.
Severity One - For Basic: Response within 2 hours | For Pro: response with 1 hour
Severity Two - For Basic: Response within 10 hours | For Pro: response with 6 hour
Severity Three - For Basic & Pro: Response within 24 hours
Severity Four - For Basic & Pro: Response within 48 hours
Basic within 9am-5pm UK time, Pro 7am-10pm UK time
Call outs to office within 15 mile radius of Chancery Lane
AppManage specific:
Starter, maximum of 10 employees
Basic, maximum of 50 employees
Pro, no maximum
Basic Cloud data backup
Configured within 7 days, limited to size of the local disk of the machine
Specific quotation based on the amount of data, and needed accessibility on application.
Software patching & maintenance to be deployed within 2 weeks of release after assessment, and providing it will cause no issues with devices
Pro application hosting includes 1GB, 100GB standard non SSD disk, 1vCPU for 30 days per employee
Does not include software licences, or resource usage that exceed the above
