Terms of Service

The following defines Audienceware's standard Terms of Service, which will apply to all services engagements, unless otherwise provided by the Audienceware team.

"Webmaster Services"

Standard Support

Support is generally defined as ensuring the Production system is fully functional as specified through the development process which may include

  • Drupal functionality, content management, commerce
  • CiviCRM functionality as developed, contact management, and mailing
  • Theme as developed
  • Break/fix - solve functional issues as they arise
  • Support the Client to enable/disable production features
  • Support the Client with major import/export of data
  • Knowledge transfer / documentation / training where developments may result in a  change to procedures

All support requests are raised via the Support Ticket system (see SLA)

Standard Development

Standard Development is defined as minor change requests to the production system, not part of a larger defined project.  Being simpler, short development cycle work e.g. (hours, 1-2 days) may be manageable within the same priority queue as Support - examples:

  • Structure
    • Content Types - add, remove fields
    • Pages - layout, add/remove Blocks, online Book outlines etc
    • Other: Menus, Product Display etc
  • Modify Views and node templates
  • Media: Images and documents - enable use of these within content, enable linking
  • Styling/Theming changes
    • Based on design briefs supplied by the Client directly (which may include mockups or examples) or via their designer
    • This includes applying fonts, colours, spacing, layout, supplied images
  • Other Standard Development / Change Requests
    • As defined by the Client business requirements, includes the majority of additions or modifications that can be completed using currently installed modules
  • CiviCRM
    • Customisations beyond normal business usage e.g. Fields, Event features, payments, Cases, custom searches etc
  • Excludes ‘Discovery’ or Major Development
    • The Project Manager will advise the Client when the request is outside the scope of ‘minor’ development, and requires either investigation (Discovery) or definition as a ‘Special Project’ to be budgeted separately (see limitations)

Custom Development / ‘Special Projects’

  • Custom development requiring new modules and/or creating or changing Drupal code is outside of scope of Standard Development
  • the Client may commission Custom Development as a ‘Special Project’ to be costed and charged separately (post interim period,  if the cost exceeds the monthly allocated hours). It is expected that the Client will provide full requirements and test the deliverables on completion.

Project Management / Development Roadmap

  • Respond to business requirements provided by the Client with technical recommendations, advise and help the Client plan future development
  • Project Management
    • Agreed specifications to be planned within Project software using Project->Task->Ticket->hierarchy
    • coordinate Audienceware and other resources to help specify ongoing development

"Reporting & Analytics Services"

  • In addition to standard CiviCRM reports and Drupal views, Audienceware’s web and customer analytics will be available to the Client as required
    • Customer and contact intelligence, from Drupal user, commerce and CiviCRM data (mailing, events etc)
    • Google Analytics support and/or Piwik Web analytics
    • Optional - Elasticsearch ‘Big Data’ analytics, based on collated accesslog data
  • Delivery modes may include:
    • reports, charts,
    • online BI portal (Pentaho or MSSQLServer Reporting Serviecs),
    • predictive analytics (segmentation, propensity etc)
  • It is expected that the Client will be able to use the analytics to achieve measurable improvement, and agree for Audienceware to cite the achievements via an Audienceware case study or otherwise stated on Audienceware’s website

"Hosting Services"

  • the Client may request Audienceware to manage hosting on Amazon Web Services
  • A flat fee is proposed as an initial fee to cover both server and storage costs, which may be subject to review should the costs vary dramatically during the interim period
  • Audienceware will upscale/downscale or otherwise reconfigure to optimise the performance whilst containing the cost to do so
  • Backup and disaster recovery are managed within AWS

"Marketing Services"

  • Marketing Services (currently in Alpha development) may be offered to the Client on an invitation basis - see Marketing Services for definition

Limitations/Exclusions

  • Support of externally Developed Modules
    • Accountability for the function of non Audienceware development remains with the original developers
    • supporting of such custom development by Audienceware is limited to troubleshooting, coordinating with the original developer
    • Audienceware will endeavour to maintain full functionality in the event of an issue, or find an acceptable work around
    • Replacement of such custom developments will be categorised as ‘Custom Development' to be scoped and charged separately
  • Creative Design
    • the Client will engage their own designer for originating new design and sourcing images (Audienceware may refer designers to the Client)
  • Financial Management (Paypal) - out of scope as the Client require secure access
  • User liaison
    • All communications to members are the responsibility of the Client or the Webmaster as delegated
    • The exception will be responses to technical queries, or to provide technical input to an the Client communication
  • Desktop Support
    • It is recommended that the Client engage a Desktop support specialist for operations on environments outside the Web Server such as Windows/Mac operating systems, MS Office, Mac Mail, Google Drive
    • MS Office / HTML conflicts - the universal web standard is HTML, and any problems caused by MS Office are outside these standards and hence outside of scope.  It is recommended that HTML content be originated in the web, or pasted ‘cleanly’ meaning stripped of MS Office styling manually, or by using the special ‘W’ paste tool in the rich text editor.
  • Data Entry
    • Audienceware supports bulk data upload from quality data sources in standard formats including Excel, CSV, XML
    • Manual data entry remains the responsibility of the Client - arrangements can be made to engage a Data Entry service if required
  • CiviCRM
    • Contact management is managed by the Client unless otherwise delegated to the Webmaster
    • Mailing templates are managed by the Client, except where Audienceware may provide an integrated template builder solution

Assumptions

  • Support & Development
    • All requests are classified as one of Production, Development or Discovery according to the published online Support & Development guidelines
    • A request does not imply an obligation upon Audienceware to deliver - delivery may be excluded if the work is unadvised or otherwise outside of the scope within which Audienceware may provide a guarantee of work done
    • In the case of Discovery work, as stated online the commitment to deliver may be limited to investigation only, with progress to development being subject to review
  • Development coordination
    • the Client will include Audienceware in coordination of all development
    • This is essential to be able to be fully knowledgeable of development plans in order to advise on support issues and risk mitigation
    • the Client and Audienceware will aim to standardise wherever possible to reduce support risks associated with custom development
  • Knowledge Transfer
    • Audienceware do not provide full system training, but will direct clients to known training resources including user guides and videos
    • Clients are encouraged to maintain their own documentation for their operational procedures, and supplementary understanding
    • For bespoke configurations or procedures relating to a new development, Audienceware will contribute with specialist documentation at the time of delivery, escalating to online handover sessions as required. 
  • Documentation
    • the Client are responsible for maintaining production procedures documentation for all business functions (Content Management, CiviCRM etc)
    • Audienceware may provide input into user guides/procedures where advantageous to the Client, and encourage contribution from the Client to add further detail or content that will aid understanding and make it easier for new personnel training
  • User Acceptance Testing (UAT)
    • the Client as the client have ultimate ownership of the user experience - given most new development will impact the user experience, it is in the Client’s interest to test by way of a ‘walk through’
    • Audienceware will provide the means by which to test - any changes within scope will be included in the service
    • Should the Client not wish to test within 5 days of development or change request delivery, subsequent change requests may incur additional charges if outside of SLA or beyond agreed hours.
  • Ticketing System
    • The Ticketing system is the primary mode of engagement for support
      • All support requests require a ticket without exception - no ticket, no support
    • Audienceware will provide online access to all nominated the Client personnel required to have access
      • All the Client members using the system are expected to be familiar with the Support help (login required)
    • Online access is recommended as it enables greater functionality
      • Email notifications are provided for new tickets and replies, and new tickets may also be created via email (note - may cause duplication, and may not be in desired sequence)
    • Ticket sequence
      • The sort sequence if to be managed by the Client, using the drag/drop save functionality - sorting is done within each priority level
      • Audienceware will address the tickets in the visible order, therefore it is recommended that the Client login and review the sequence regularly
      • All tickets are assumed to be normal priority by default - change in priority may impact billing (see SLA)
    • Telephone support is assumed to be an escalation to high priority and charges may apply (see SLA)
    • Timetrackings are recorded per ticket, task, project or organisation as required
  • Delivery Timing
    • The effort required to perform tasks is assumed to be industry standard
    • Therefore changes in duration is a function of allocated resource hours, and sort sequence
    • Audienceware will advise RE sort sequence where there are dependencies and Duration may be negatively impacted
    • the Client may request additional resource hours beyond SLA as per the pricing schedule
  • Issue Resolution
    • Audienceware takes delivery very seriously, and are committed to delivering to agreed specification on Production and Development
    • In order for issues to be resolved productively, the assumption will be made on the basis that delivery to specification is a given, and that gaps in expectation may be explored in terms of gaps in understanding between the business requirements and technical specifications
  • Quality control
    • Guarantee applies to Audienceware’s work, not the software used for which the guarantee may/may not apply according to the creator’s policy
    • Faults identified in Audienceware’s work will be fixed at Audienceware’s cost provided the faults are limited in scope to factors entirely within Audienceware’s control
  • Base & Bonus Hours per month
    • If an interim period is agreed, Audienceware may provide services on a Time & Materials basis, as the monthly requirements are not known
      • Base and Bonus hours may be combined, as if x +y% allocation is applied
      • I.e. only x time will be billable at the standard rate, reducing the overall effective rate
    • Following an interim period normal months will be a maximum guaranteed allocation of x hours per month (to be determined after the interim period)
      • Base hours may be pulled forward or 'banked’ for the next period
    • Bonus hours are offered as reward for helping Audienceware to load balance over time
      • an additional y% hours allocation may be provided in any single month where the base hours are exceeded
      • Bonus hours may not be pulled forward or ‘banked’

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