Support for On-Prem

1. PURPOSE

This document aims to explain the terms of support and maintenance service for our customers who are ordered or utilized Sestek’s products and services.
The Support and Maintenance Agreement parties would agree to the following terms and conditions regarding the maintenance, support, and operations of Sestek’s products and services.

2. SCOPE

The document provides information on support plans, service times, and support levels within the scope of support and maintenance of Sestek products and services.

3. REFERENCE DOCUMENTS

Support and Maintenance Agreement

4. RESPONSIBILITIES

The Application Support Team is responsible for preparing and updating the document.

5. DEFINITIONS

• Agreement: A fully executed agreement with terms and conditions governing the license and provision of support services by Sestek.
• Business Days: Monday through Friday other than national holidays in Turkey (for Customers in the Middle East, change this to Sunday through Thursday and UAE and Turkish national days) (for the USA, other than national holidays in the USA) (for Africa other than national holidays in Africa).
• Business Hours: Between 09.00-18.00 of Customer’s local time on business days.
• Customer Environment: The entire environment is purchased and maintained separately by the Customer to use Sestek software; the environment must meet Sestek’s project-specific minimum hardware requirements.
• End of Support: The date announced by Sestek as the last day on which Sestek will provide any support for a particular version of a product.
• Error: Any failure of Sestek’s software that a Sestek Support Engineer can replicate or that a customer can duplicate.
• Fix: The repair or replacement of software components to remedy a problem.
• Product: A package of Sestek software providing functionality designed for use or incorporation within a diversity of systems. All Sestek products are unique, not derivatives of each other.
• Product Defect: A bug or issue in a Sestek product causes it not to fulfill its functionality. Any bug is always fixed with the latest version of the product.
• Product Problem: A problem in functionality, not defined as a defect, that is due to the Customer’s configuration or use of Sestek Products.
• Product Patches and Packs: Packages of fixes to Sestek products can be either:
o Patches are usually published for troubleshooting purposes.
o The release is published when a new feature(s) is added to the product.
• Product Version: Occurs with versions of release and patches. Not only major but minor changes also change the version.
• Response: Sestek’s acknowledgment of a problem received; the response contains the assigned support engineer name, date and time assigned, and severity assignment through the Sestek Support Portal
• Updates: Periodic improvements or additions to SESTEK’s software, including error corrections, product versions, and other software modifications.
• Workaround: A change in procedures followed or data supplied by the Customer to avoid a problem. A workaround is a temporary solution/situation till the issue is resolved permanently.

6. MAINTENANCE AND TECHNICAL SUPPORT

The Customer is entitled to maintenance of Sestek products through the distribution of fixes, patches, and updates. According to this Support and Maintenance Procedure, the Customer is entitled to receive all updates released by Sestek at each such release during the term of this procedure. Maintenance includes the installation of updates, patches, and fixes. Configuration is not included in maintenance. If the Customer requires configuration, such services can be ordered from Sestek as professional services at the then-current prices offered by Sestek.
Sestek is not obliged to provide maintenance and support service to the Customer who has not renewed the Support and Maintenance Agreement.

7. ADDITIONAL SERVICES

Sestek reserves the right to charge the Customer amounts over and above the support and maintenance fee for all actions required to be taken outside the scope of the Support and Maintenance Agreement, including resolutions of problems that may be generated in its performance as the program states or performance criteria. If the Agreement includes the Standard or Premium Support Plans, minor and some major upgrades are also included in the scope of the Agreement. For cases not included in maintenance, services will be invoiced according to the specific scope of the services provided.
Examples of Additional Services (this list is not exhaustive)
• Disaster planning (Installations and configurations of secondary systems in disaster site)
• Facilities management (Changes in the physical environment)
• System auditing (System Auditing is to reduce or help decrease various forms of risks in businesses, including the risk of material misstatement. It also helps reduce the risk of misuse of assets, fraud, and low-quality management because of insufficient or lack of information on operations)
• System changes requests
• Upgrade or patch operations of production environments (Operating Systems, SQL servers…etc.) to be performed on-site or remotely by Sestek
• Re-installation services provided by Sestek ( In case of OS or SQL version migrations in the customer environment, the servers will have to be installed from scratch)
• Consulting on technical configuration or setup of advanced features
• Integration request with other products (third-party systems)
• Despite the presence of interface support, requests for data inputting
• Deactivating the hardware where the software is operating
• Deleting any database information that is part of the system, deleting or damaging files, or being unable to repair security holes (viruses, Trojan horses, etc.) that may cause such difficulties ( Sestek can give service to recover from the problematic situation in the scope of additional services. If a security bug is detected on Sestek products, Sestek will provide a fix in the scope of support service.)
• Professional service and consulting requests
• Undertaking software and hardware changes that will prevent the system from performing appropriately ( These changes should be declared to Sestek before taking action)
• Infrastructure change or migration of existing call center from the current version to a newer version
• System relocation (Surveillance service during relocation, changing IP addresses or connections, rebuilding the configurations…etc.)
• Out-of-scope on-site assistance
• Off-hours support services (Only valid for 5*8 agreements)
• Extra training requests ( User and Troubleshooting training requests after go-live period)

8. SUPPORT PROCEDURES

Support is provided through access to the Sestek Support via the portal (https://support.sestek.com) and telephone (+90 850 737 2 737). Support is provided solely to the Customer’s properly trained and designated personnel according to the service agreement.
All defect corrections and problem solutions are contingent upon the Customer providing Sestek with remote access to the servers on which the Sestek products are installed. All response and solution times are conditioned on such access.
Cases of very critical defects which involve a request for on-site support are subject to Sestek acceptance. On-site support is not included in the price for any Support Plan outlined in this Support and Maintenance Agreement.
Sestek should update the version to switch to a safer software version during updates for bugs in the software.
Sestek undertakes to render the maintenance and support services of a new version of its product for five years, starting from its release. After the expiry of 5 years period, Sestek, at its sole direction, may continue the maintenance and support service for that version.
Sestek shall not be liable for any delay or hindrance in fulfilling its commitments that are due to network failure or any other interruption in access (including disturbance in remote access or any other access to the Customer’s system) to Sestek products.

9. DEFECT AND PROBLEM SEVERITY LEVEL CLASSIFICATION

All parties shall use the classification of defects and problems outlined in the definitions below.

Severity Level Definition

Severity 1 (S1) The production system is having a significant enough impact on the Customer’s business function to prevent that function from being executed. Most of the users can not use the system to do their routine work. At least %80 of users are affected.
Severity 2 (S2) The production system or application is moderately affected. There is no workaround currently available, or the workaround is cumbersome to use. There are some technical malfunctions in the system that affects %25 of the users at most.
Severity 3 (S3) The production system or application issue is not critical; no data has been lost, and the system has not failed. The issue has been identified and does not hinder normal operations, or the situation may be temporarily circumvented using an available workaround.
Severity 4 (S4) Non-critical issues, general questions, enhancement requests, or functionality not match documented specifications: a defect or problem with no business impact.

10. DEFECT AND PROBLEM RESPONSE AND RESOLUTION COMMITMENTS

Sestek’s commitments regarding service levels, response times, workaround times, and resolution times are detailed below. Sestek Application Support Team’s response to a customer’s request for a defect correction or problem solution is calculated from when the Customer notifies Sestek by opening a ticket with a detailed report.
Resolution times are calculated from acknowledging a complete issue report until a correction has been applied.
All response, workaround, and rectification times shall be calculated solely using business hours and business days. Any time during which Sestek is awaiting response or information from the Customer will be considered time on hold and will not count when calculating any response or rectification times. Sestek undertakes to undertake reasonable efforts to perform defect corrections within the stated rectification times.

11. SUPPORT PLANS AND SERVICE LEVEL AGREEMENTS

11.1. Support Plan Summary
This table provides a list of the services and features included in each Support Plan level.

11.2. Standard Service Levels
For the planned works (product version upgrades, installation of patches, etc.), the Customer is expected to inform Sestek at least one week before the planned date. Sestek may reject the planned date if this notification is not done on time.

i. Conversational AI (TTS, SR, Voice Biometrics Virtual Agent, Voicebot, Chatbot, NLP, Orchestrator)

ii. Conversational Analytics (Speech,Text, Video Analytics)

iii. Call Recorder

11.2.1. Exceptions for Service Duration
Any possible exceptions to service level response times after intervention is made will be supplied in writing to the Customer.

11.3. Sestek Support Tier Definitions
11.3.1. Tier 1: Support and Maintenance: Incident Management
• Supply a service desk to Customers with adequate opening hours and staffing to manage commitments according to contract and classify each ticket.
• Register the incident and take screenshots of error messages (if applicable) with a description of how to reproduce the error (user settings).
• Communicate all updates to the Customer and all developments during the investigation and resolution of an incident.
11.3.2. Tier 2: Support and Maintenance: Problem and Change Management
• Solve non-complex problems using tools provided by Sestek, such as manuals and guides.
• Through investigation, categorize each incident reported by the Customer.
• Search for published solutions to known errors.
• Solve error issues by installing updates, patches, and fixes available from Sestek.
• Solve integration errors (PBX/ACD/CTI connections, logging, etc.).
11.3.3. Tier 3: Support and Maintenance: Engineering Support
• Solve problems through user support that are not covered by tools provided by Sestek, such as manuals and guides.
• Solve previously unsolved errors by creating updates, patches, and fixes and making them available for delivery to Customers.
• Solving errors directly in the Customer’s system must honor the stipulated rectification times.
• Solve all errors that require code changes in database scripts or the source code of Sestek products.
11.3.4. Support Services Contact Information

12. CUSTOMER RESPONSIBILITIES

Customers with a current subscription to a Sestek Support Plan level should refer to the relevant chapters in the Support Plan that define the support services they are eligible for before reporting a support issue.
The following steps must be taken to enable Sestek to fulfill its obligations under its Support Plans. Suppose the Customer fails to provide the required information to meet the duties described in the Support Plan or case of any unpaid due payment. In that case, Sestek may discontinue providing support services for the incident in question.
• Designate a resource as the Customer contact who is appropriately qualified, speaks English or Turkish, and has successfully passed the training provided by Sestek or an authorized third party on product operation, administration, and system maintenance. This Customer contact will serve as the primary point of connection with Sestek or its official third party for all support activities performed under this procedure.
• Before opening an incident ticket, use Sestek-supplied self-help tools from the Sestek support portal.
• Perform proactive monitoring of solution; evaluate and act on system alarms as needed.
• Complete routine tasks as specified in Sestek documentation.
• License, install, and maintain antivirus software that is compatible with the Microsoft operating system and is configured according to Sestek’s specifications.
• Perform full system backups of data and configuration. Take server image backup if possible for the last two weeks.
• Install third-party updates by Sestek’s recommendations, certification documents, and/or change management.
• Assist Sestek with incident management, including:
o Initial investigation
o Data collection (database files, log files, crash dumps, error messages, trace files, screenshots, etc.).
o Troubleshooting
o Participation in resolving incidents or analysis of the problem’s root cause.
• Provide Sestek with remote access; all response time targets assume the Customer’s timely provision of unhindered remote access.
• If on-site actions are required, the Customer will provide Sestek with reasonable access to its site and to the data relating to the operation of Sestek products at that site, along with adequate working space and facilities. Related travel and accommodation expenses are not included in any Support Plan and are billable to the Customer.
• Permit only trained and certified personnel to administer and use Sestek Products.
• Permit only trained Sestek or Sestek Verified Partner individuals to install, upgrade, configure, or troubleshoot the system.
• Notify Sestek of all site changes on time.
• Sestek does not provide the maintenance of the Redis service during the SLA period. It is the Customer’s responsibility to maintain and deliver Redis support.

13. DEVOPS PLATFORM RESPONSIBILITIES

14. OpenAI-ChatGPT INTEGRATION AND SUPPORT

In Sestek products with OpenAI-ChatGPT integration, ChatGPT can be used if the Customer wishes. The Customer may request the use of the ChatGPT subscription purchased by the Customer or Sestek may purchase a ChatGPT subscription specific to the Customer's use upon request. The Customer may request different ChatGPT subscriptions for different Sestek products. ChatGPT subscriptions purchased for the Customer are only available for the Customer's use and Sestek is obliged to take the necessary security measures to ensure this. The subscription and any costs related to the subscription are invoiced to the Customer monthly. If the Customer requests, Sestek will provide a breakdown of usage details.

Sestek is responsible for ensuring the uninterrupted and efficient operation of the ChatGPT integration in its own product, but is not responsible for interruptions or slowdowns in OpenAI's ChatGPT service. These downtimes cannot be included in the SLA downtimes that Sestek has committed for its own product.

15. DATABASE MANAGEMENT PRINCIPLES

15.1 Exclusive Use for Software

• The database server provided by the customer must be dedicated solely to Sestek software products. No other applications or databases should be installed, configured, or used on this server without prior written consent.
• Actions to be taken for all changes made by the customer in the database system without knowledge of Sestek that will affect data integrity and accuracy are considered outside the scope of the maintenance agreement. Sestek may carry out the necessary work to eliminate the malfunction within the scope of professional services. If the malfunction or damage cannot be corrected, the system is reinstalled and the data is restored from the daily backup. Sestek cannot be held responsible for the loss of data in this case.
• The production database cannot be connected to any reporting or business intelligence tool without Sestek's knowledge. The customer must first share their reporting requests with Sestek and proceed with the solution proposed by Sestek. Otherwise, the customer is responsible for all performance problems that occur in the application.

15.2 Resource Allocation

• The customer must allocate sufficient resources (CPU, memory, storage) to ensure the optimal performance of the database server, based on the specifications provided Sestek.

15.3 Security and Access Control

• The customer is responsible for securing the database server and ensuring that only authorized personnel have access. Access should be restricted to individuals necessary for the operation and maintenance of the software.
• The customer must implement proper access controls, such as strong passwords, role-based access, and, where possible, multi-factor authentication.
• The customer should provide a database account with all necessary privileges to Sestek and access to the database server whenever required.

15.4 Database Maintenance and Backups

• The customer must regularly maintain the database server, including applying security patches, updates, and ensuring that database backups.
• Backups should be taken on daily basis. Sestek recommends to take database snapshots hourly. Sestek recommends to keep at least last 7 days daily data backup.

15.5 Monitoring and Performance

• The customer should monitor the performance of the database server regularly to ensure it meets the operational needs of the software. Any performance degradation must be reported to Sestek immediately.
• The customer should allow Sestek to conduct periodic audits or provide monitoring access to ensure that the database server is being managed according to the agreed-upon standards.

15.6 Compliance and Audit

• The customer agrees to comply with any audit requests from Sestek to verify that the database server is being used exclusively for Sestek product and that it meets the specified standards and requirements.
• Non-compliance may result in Sestek requiring the customer to take corrective action or in the suspension of support services until compliance is restored.

15.7 Changes and Updates

• Any changes to the database server, including updates, reconfigurations, or migrations, must be communicated to and approved by Sestek before implementation.
• The customer must provide advance notice of any planned downtime or maintenance activities that might affect the database server.

15.8 Liability and Responsibility

• The customer is responsible for any issues arising from unauthorized use, improper management, or non-compliance with these rules, including data loss, security breaches, or performance issues.