NETWORK OPTIMUM SUPPORT AND TERMS OF USE
Application hosting
Network Optimum offers two types of application hosting to its clients. By default, Network Optimum uses its own dedicated server for application hosting and guarantees the confidentiality of all information stored within. In such a case (if the application is hosted on Network Optimum server) the client would need to open a communication port within the company firewall for the purpose of necessary communication with the application.
Another possibility of hosting is also available should a client request to have a dedicated server of its own. To find out the optimal configuration required for running the Network Optimum application within your company’s server, please contact us. Below you will find the optimal user configuration and requirements essential for operating Network Optimum application on your personal computer.
User requirements:
- Internet Explorer 8 or 9, Mozilla Firefox 2.0 or later, Google Chrome 1.0
Hardware requirements:
- Processor: Pentium IV or similar, 2GHz or more
- Operational memory: 512MB
- Graphics card: 128MB RAM
- Monitor: resolution 1024×768
Network Optimum application can be run at any personal computer which has a Windows operation system and a web browser installed.
Training
Network Optimum envisages user training for working within the Network Optimum application. The training can be performed as single-user training or group training.
Application Licensing methods
Licenses are issued for a period of one year by default and price includes initial system setup, user training, technical support and some additional reports as requested. However, the possibility of short-term licensing is also an option. For additional information, please contact us.
The sole owner of geographic and travel information is Network Optimum unless otherwise defined by the contract.
The possibilities to change, update or alter the program to specific needs exist and are subject of discussion. Details can be specified by a license or contract.
Service Desk for Network Optimum support
SolforLog by AVS Solutions, in further text Network Optimum, provides a single point of contact, called the Service Desk, for the CUSTOMER to which all incidents and/or requests are directed.
Opening hours + Supported languages
- Service Desk Opening Hours 9:00-17:00 Mo-Fr (working days) CET
- Supported Languages: English, Serbian
Incident or request notification is done through e-mailing the Service Desk:
- E-mail: [email protected]
- Supported Languages: English, Serbian
Authorized Users
- Incident or request notification is done through e-mailing the Service Desk. Only incidents reported by an Authorized User will be handled.
Response by Service Desk
- The support desk will reply by e-mail or by Skype. Therefore the customer should communicate his Skype address.
Incident Management
Description:
This service covers the resolution of all Incidents related to the Services. An Incident is any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in the quality of that service. Incidents will be reported to and handled by Network Optimum on the basis of a formal incident handling procedure aiming at restoring normal service operations as quickly as possible and minimize the adverse impact on business operations.
Problem Management
Description:
The goal of this service is to minimize the adverse effect on the business of Incidents and Problems caused by errors in the infrastructure, and to proactively prevent the occurrence of Incidents, Problems and errors. A Problem is the unknown underlying cause of one or more Incidents. It will become a Known Error when the root cause is known, and a temporary workaround or a permanent alternative has been identified.
Change Management
Description:
Network Optimum is using standardized methods and procedures for efficient and prompt handling of all Changes to the Network Optimum platform.
Service Support Levels
Bug resolution Window:
Any bug in the application will be resolved before the end of the next business day.
System Unavailability:
The application is running on a hosted environment, and hence we cannot be held responsible for unavailability of the platform.
Service Credits
Failure of Network Optimum to respond to the Service Support Levels will grant CUSTOMER the right to apply for Service Credits.