objective

Trapeze Support Handbook

This Objective Trapeze Support Handbook (“Handbook”) describes the standard Software Support supplied to licensees of Objective Trapeze (“Trapeze”) Software. It forms an important part of each Customer’s Trapeze licence and support contract (“Agreement”).   

GLOBAL SUPPORT CENTRE 

Objective operates a Global Support Centre for the Trapeze Software made up of an online Support Portal and a staffed Support team. Objective’s Trapeze support consultants are located in Australia, New Zealand and the United Kingdom. 

All Incidents will be logged in the Support Portal. 

Objective will promptly respond to logged Incidents and will use commercially reasonable efforts to resolve any Faults.

Incident Resolution times are targets only because the resolution outcomes depend upon the nature of the Fault. Objective may decide to resolve a Fault by way of a code fix or a Workaround or other type of fix. 

See section 6 below. for important definitions used in this Handbook.

SUPPORT HOURS

The Support Portal is available 24 hours a day (subject to out-of-hours maintenance) for logging of Objective Support Incidents (“OSI”) and access to Knowledge base articles. 

The Global Support Centre, staffed by support consultants, operates during Business Hours on Business Days i.e from 8 a.m. to 6 p.m. where the Customer’s Trapeze installation is primarily located.

Global Support Centre Contact Details:

Support Portal:  https://support.objective.com

Trapeze Help desk email: trapezesupport@objective.com

Toll free phone number - Australia: 1800 649 377

Toll free phone number – New Zealand: 0800 625 3284

Phone number – United Kingdom: 0845 389 7777

Business Day means any day that is not Saturday, Sunday or a formal public holiday in the city where the Customer is located.

SUPPORT DURATION AND CHARGES

Software Support is provided for the duration of the Trapeze Licence Period.

Software Support fees are included as part of the Trapeze licence fee. 

CUSTOMER SUPPORT CONTACTS

Objective supplies the Software Support to Users and Support Contacts. 

Users may log Incidents to the Support Portal over the Web and to the Global Support Centre by email. 

Support Contacts may log incidents to the Support Portal over the Web and to the Global Support Centre by email as well as by telephone. 

The Customer must designate at least one (1) and up to four (4) Support Contacts. If the Customer wants to have more than four (4) Support Contacts this will have to be reflected in the Agreement or a written variation and may attract additional fees.

Support Contacts must:

  1. be familiar with how the Trapeze software functions i.e how to find and use the measuring tools, stamps and overlays;
  2. be familiar with the embedded Trapeze Help manual, quick reference user guides and the Support Portal;
  3. be familiar with the Trapeze Deployment Guide and know how to add new Users;
  4. set up an internal location for the Customer’s Trapeze configuration files e.g files containing organisational stamps, overlays or user preferences, and know how to access those files using the Trapeze Administration tool;
  5. have enough knowledge about Objective Trapeze and the Customer’s specific deployment to be able to meaningfully work with Objective’s support consultants to assist in promptly resolving Faults; 
  6. be capable of providing the Minimum Incident Notice Information in an Incident Notice; and 
  7. ensure Users also are capable of providing the Minimum Incident Notice Information in an Incident Notice. 
  8. The Customer will have internal help desk procedures and staff in place to handle day-to-day end-user questions
  9. The Customer has nominated the Support Contacts;
  10. Objective has set up Support Portal access for the nominated Support Contacts;
  11. The nominated Support Contacts have been trained in Objective Trapeze to enable them to fulfil their role;
  12. Objective support will have been briefed by the Customer about any Customer-specific configuration of Trapeze;
  13. Objective’s Global Support Centre has briefed the nominated Support Contacts on how to best use the Customer Support Portal, including incident logging, tracking and prioritisation.
  14. select the relevant region in top right hand corner; 
  15. review the Knowledge Base articles and Troubleshooting Guides; and
  16. if the Fault is not able to resolved through the guides, then select the ‘Incidents’ table and complete the online form i.e. log an Incident.
  17. work with the Customer Support Contacts to try to reproduce the Fault. We often need to reproduce errors in order to resolve them and so we need the assistance of the Support Contacts to reproduce Incidents, including conducting diagnostic or troubleshooting activities as appropriate; 
  18. request example documents, clarification of user steps, or screenshots to assist in understanding or reproducing the problem. We may provide debug versions of software to enable us to gather more detailed diagnostic data;
  19. suggest alternate user steps to determine if a suitable Workaround is possible, or whether a bug fix to software may be required; 
  20. create a bug fix in a new version of software, or defer a fix to a future software release if a viable workaround is available; 
  21. update the Support Portal Incident log to show what has been done, or to reclassify the Priority, or to close the Incident; or 
  22. escalate the Incident as described below if we reasonably believe that the target resolution times won’t be met. 
  23. the problem may be experienced one or several more times during Incident Resolution; and
  24. a Workaround is a sufficient Incident Resolution for the purposes of the Software Support.
  25. Incident Resolution targets are based on elapsed time during Support hours.
  26. it is reasonably apparent that the target timeframe for resolution has not been or will not be met as a consequence of the nature of the incident; or 
  27. the business impact of the incident may be of such a type that a rapid response and resolution arrangement is desirable. 
  28. contacting Objective’s Support Consultant by email;
  29. telephoning the Objective Global Support Centre and ask to speak with the relevant Support Consultant;
  30. emailing or phoning Objective’s Global Support Manager; or
  31. contacting the relevant Objective Account Manager 
  32. Incidents are promoted onto a list visible by all Objective Global Support Centre staff, engineering support staff, the Global Support Manager, and all relevant Account Managers for the Customer; 
  33. Engineering support staff are then responsible for interacting with Support Consultants and, if required, with
  34. the relevant Support Consultant will work with the Customer’s Support Contacts to establish a mutually agreeable plan for resolving the incident and keeping the Customer informed of the status of Objective’s resolution efforts; and
  35. the action plan will be reviewed by the Global Support Manager and additional resources will be assigned if needed.  

Objective recommends that, if practicable, Incidents experienced by Users should be funnelled to the Support Contacts so that the Support Contacts can ensure that they provide Minimum Incident Notice Information when they log the Incident.  

ONBOARDING

To get the most out of the Global Support Centre support the following checklist for on-boarding is useful:

(level 1 support) and administration activities;

INCIDENT CLASSIFICATION, RESPONSE & TARGET RESOLUTION

“Fault” means an error or flaw in the functionality of the Trapeze Software which means Users cannot use Trapeze at all, or Users can use Trapeze but the software is not functioning the way it should as detailed by Trapeze Documentation. However, the following are not Faults: (i) a non-compliance with the Trapeze Documentation that does not affect functionality; (ii) functionality that produces a correct result but does not align to the users desired business workflow; (iii) User error. 

“Incident” means any occurrence experienced by a User or Support Contact possibly indicating the presence of a Fault. 

“Incident Notice” means the detailed report of an Incident in the form of an OSI made to the Global Support Centre via Web, email or phone by a Support Contact or by Objective’s own consultants. 

“Minimum Incident Notice Information” means: (i) a full transcript of any error message; (ii) a detailed description of User steps taken at the time of the Fault; (iii) the User’s computer specifications, including version information of Trapeze, and the Windows operating system; and (iv) the file type of any documents accessed at the time of the Incident and any other relevant specifics (e.g. .pdf, .tiff, the problem happened working on pages 3-5 of the document). Objective will classify and handle Incidents according to the priority level in the table below.

“OSI” means an Objective Support Incident and relates to a support ticket recorded in the Objective Incident Tracking system in the Support Portal. Each OSI has a unique 12-digit identifier. 

“Workaround” is a plan or method to circumvent a Fault without actually eliminating it.

Objective adopts the common four-level priority classification arrangement used in the software industry. A description of each of the four priority classifications that are assigned to incidents is provided below.

When a Customer logs a new Incident an initial priority classification will be allocated and a Support Consultant will assess that notice. Assessment may include investigating the incident, enlisting the assistance of the Customer’s Support Contact to provide further key technical detail if any is missing or assisting with troubleshooting to replicate the incident.  

Both Objective and each Customer must act reasonably in assigning priority classifications and Objective does reserve a right to assign the final classification in the event of any disagreement. 

The priority classification of any incident logged may be increased or decreased to align with the definitions depending on what information has been gathered about the incident so Objective encourages all customers to ensure their Support Contacts provide as much of the key technical information as possible.

Response Targets: Customers’ Support Contacts are welcome to log incidents 24 x 7 at the portal. The time for target response is measured during Support Hours i.e. from the time the new incident is received by Objective consultants who can then commence working to achieve resolution of the issue (the response could be a telephone call back or an automated email). 

Resolution Targets are measured from the time that the response to the new incident is provided by Objective during Support Hours to the time that a resolution (which may be a Workaround) is provided.

 

INCIDENT

PRIORITY

INCIDENT SEVERITY

CHARACTERISTICS

TARGET

RESPONSE

TIME

INCIDENT

COMMUNICATION

TIMEFRAMES

RESOLUTION TARGET

SUPPORT HOURS

URGENT/

PRIORITY 1

(P1)  

All Users cannot use the Software or all Users are affected and the Fault is causing serious adverse business impact, and there is no reasonable known Workaround at the time of notice.

Total Software non-function, business system outage, Fault causes data loss, data corruption or security breach. All Users are blocked from working

Within 1 support hour.

Status updates every 4 hours via phone/email and Support Portal. 

Within 8 support hours resolution of the Fault to the point of providing a Workaround to enable Users to resume use of the Software.

8am to 6pm

HIGH/

PRIORITY 2

(P2)

All Users cannot utilise an essential part of the Software which could cause significant business impact if not corrected promptly, and there is no reasonable known

Workaround at the time of notice.

Significant Software performance degradation, important functionality not available, All Users are blocked from working.

Within 1 support hour.

Daily status updates via phone/email and Support

Portal. 

Within 5 elapsed support days resolution of the Fault to the point of providing a

Workaround to enable Users to resume use of the Software.

8am to 6pm

MEDIUM/

PRIORITY 3

(P3)

Some Users affected by medium functionality issue involving a malfunction of a regularly used part of the Software and there is a reasonable known

Workaround at the time of notice. 

Some Software functions unavailable, minor performance degradation. Small number of Users moderately impacted

Within 4 support hours.

Regular status updates (at least twice weekly) via the support portal 

Within 20 elapsed support days, resolution of the Fault to the point of providing a

Workaround to enable Users to resume use of the Software.

8am to 6pm

LOW PRIORITY

4 (P4)

Non-critical issues, general questions, documentation.

Incorrect Software behaviour without impact,

Documentation issue.

Within 8 support hours.

Updates via the support portal.

No target. The issue may be considered for a future New Release of the Software.

8am to 6pm

OTHER

Suggestions.

Request for product enhancement.

Accept receipt.

Please see Product Suggestions section below.

Please see Product Suggestions section below.

LOGGING AN INCIDENT

If a Customer requires assistance or believes that a Fault may be present in the Trapeze Software they should: a.             log into the Support Portal; 

Each logged Incident will receive a unique OSI number by email to the relevant Support Contacts. 

Objective encourages customers to log all Incidents via the Support Portal. Objective aims for it to be a single source of truth for all Incidents experienced by each Customer. 

The Support Portal automatically generates an OSI number so one of Objective’s Global Support Centre consultants can get in touch during Business Hours.  

In all cases of logging an OSI the Support Contacts must be ready with the Customer’s name and the Minimum Incident Notice Information before contacting the Global Support Centre. 

For Priority 1 Incidents only, Objective recommends that the Support Contacts telephone the Global Support Centre after logging the incident via the Support Portal, as this is the quickest way for a Priority 1 Incident to receive attention.

RESOLUTION PROCESS

During Incident Resolution Objective may:  

It is important for Support Contacts to be aware that: 

ESCALATION PROCESS

Objective has designed the target timeframes for response and resolution with a view to adopting common software industry practice. Objective Global Support Centre aims to respond and resolve reported incidents promptly and within the target timeframes outlined in this handbook. In exceptional cases, however, a Customer may experience an incident and wish to arrange additional Objective attention to try to resolve it because:

In such circumstances the following escalation policy may be activated to enable additional Objective attention to be given to the particular incident.  

This escalation process is available to assist Customers in the event of Priority 1 or Priority 2 incidents only.

Customers should note the escalation process is not a substitute shortened target timeframe nor is it a firm resolution deadline. It is a process to enable both Objective and a Customer to give appropriate attention to a high priority incident.  

Having logged a Priority 1 or Priority 2 incident the Customer’s designated Support Contacts can ask Objective to activate the escalation process through either:

The Customer’s Support Contacts should provide the context details of why an escalation is being activated in accordance with this Handbook.

Once Objective has been notified that the Customer has asked for the escalation the Objective internal escalation process will commence, which includes: 

Customer’s Support Contacts to assess the incident and work to resolution; 

Objective's internal processes include a regular meeting conducted between Account Managers and Global Support Centre staff to review and track progress on all escalated issues.

SUPPORT MATERIALS

All materials in the Support Portal are Objective’s Confidential Information under the Agreement so they may not be copied, modified, used, disclosed or distributed except strictly in accordance with the Agreement. Objective owns the Intellectual Property in all of its support materials and the Customer owns the Intellectual Property in all the Customer Data that its Users and Support Contacts input into the Trapeze Software.  The Customer licences Objective to the extent set out in the Agreement in respect of all Customer Data.

SUPPORT REPORTING

We will provide Support Contacts with a Web interface to the Support Portal which will allow Support Contacts to access real time reports of Incidents and the Incident Response and Incident Resolution activities.

PRODUCT SUGGESTIONS FEEDBACK

Objective welcomes and appreciates customer feedback, suggestions and recommendations for future software releases. We strive to continually improve software to meet our customers’ needs, though reserve the right to act on suggestions at our discretion.

What is a Product Suggestion?

A product suggestion is a suggestion to add software functionality that is not currently present in the software or to extend certain existing functionality beyond its documented parameters. An easy rule of thumb is to check the published product documentation to understand the expected behaviour (Help manual, Guides, Release notes). If the software is not working according to the documentation that means a bug or fault may be present. If the software is working as documented, but not as the Customer expects or prefers, any suggestions for change would be product suggestions.

How to submit a Product suggestion or feedback?

Product suggestions can be raised using the Objective Support Portal (https://support.objective.com) by clicking the

Raise a Support Ticket link. Upon receipt the support team will record and pass the suggestion / feedback details to the Trapeze development team who will consider the feedback towards the ongoing development of software. We will acknowledge receipt of your feedback/suggestion upon receipt, and the ticket will be closed to confirm the information has been received and recorded.

Customers are also welcome to raise any product suggestions with their Objective Account Manager.

What happens to Product Suggestions?

The product development team review all customer feedback and product suggestions to better understand our customers ongoing needs. Product suggestions are considered and prioritized during product planning, and if aligned with broader customer needs and the overall software design intent may be included into Objective’s development roadmap.