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Development | Training | Configuration | Support | Technical Delivery

Development

This Order Form relates to the creation of a specification document only. The Fees payable include Open GI’s time and effort to produce the specification document and to update the specification following one round of feedback following Client review. A review period of 4 weeks, from the date of issue of the first draft of the specification to the Client, is provided to allow the Client and Open GI to process Client feedback. Changes to the specification agreed by Open GI and the Client will be applied to the specification document and an updated version will be submitted to the Client for sign off. If no feedback is received from the Client then Open GI will deem the work complete 4 weeks from the date of the specification document being issued to the Client. Feedback received from the Client after the 4 week review period has expired will be deemed outside of the scope of this Order Form and will be subject to a separate Order Form and Fees. All development work is excluded from this Order Form.

Investigation and Specification: This Order Form relates to the creation of a specification document only. The Fees payable include Open GI’s time and effort to produce the specification document and to update the specification following one round of feedback following Client review. A review period of 4 weeks, from the date of issue of the first draft of the specification to the Client, is provided to allow the Client and Open GI to process Client feedback. The Customer must provide feedback no later than 2 weeks from the date they receive the specification document. This will ensure there is sufficient time to process any changes and re-issue the specification document. Changes to the specification agreed by Open GI and the Client will be applied to the specification document and an updated version will be submitted to the Client for sign off. If no feedback is received from the Client then Open GI will deem the work complete 4 weeks from the date of the specification document being issued to the Client. Feedback received from the Client after the 4 week review period has expired will be deemed outside of the scope of this Order Form and will be subject to a separate Order Form and Fees. All development work is excluded from this Order Form.

Training

Maximum Number of Delegates/Additional Delegates: Sessions are based on 1 delegate attending. Maximum number of delegates is 4. Important: All delegates must have attended Calculating Frames Training.

Hardware and software requirements – The minimum infrastructure is:

Hardware: Minimum recommended PC specification –  Intel 3Ghz CPU, 1GB of Memory, 100MB Network Card, 19” TFT Display, 50MB free hard disc space. Screen resolution minimum of 1024 x 768 with a colour depth of 24 bit. Broadband Internet connection with 256kbs available bandwidth Local or networked printer. Telephone with headset connected.

Software: Windows-based operating system – Java version 1.6 Update 18 or above. Current Supported Browser. JavaScript, cookies, and popups allowed. Logged-in user must have local administrative rights (standard default “Broker” user on OGI-supplied PCs).

OpenWord (Advance): Delegates must have attended the OpenWord (Basic) course before attending the OpenWord (Advance) course.

Requirement of Core 15.00A/2 and dependencies as minimum: Clients must have Office 2007 or appropriate compatibility pack installed to receive statements.

Add On Marketplace Configuration Service: This service covers products available from the Add On Marketplace panel only. An agency with the relevant Product Provider needs to be in place and scheme switched on by the Provider in advance. Up to 2 products to be set up per session. This will normally take up to 60 mins. Any additional time taken, due to factors outside of Open GI’s control may incur additional charges at the standard rate. A GoToAssist session is required to complete the exercise. Confirmation of delivery date will be provided on order book acceptance. Currently only available via Core Back Office.

Remote Training Sessions: Remote Training sessions will be conducted as 2 sessions of 2.5 house each unless otherwise stated. Remote Training sessions will allow for up to 4 delegates to attend the session. Any additional attendees required will need to purchase the session separately.

Remote Training Sessions – Core Toolkit: Remote Training sessions for Core Toolkit will be conducted as 8 sessions of 2.5 house each.

Remote Training Sessions – Scheme Toolkit: Remote Training sessions for Scheme Toolkit will be conducted as 10 sessions of 2.5 house each.

Configuration

System Pre-Configuration: This service will allow for configuration of system files as per the configuration sheet provided by the client. All branches will receive the same configuration. Should different configurations be required across multiple branches, then these are chargeable.

Support

eCommerce Out-of-Hours Support: The out-of-hours support service will not commence until Open GI Customer Support Centre has made contact to confirm start date and to provide the Out of Hours Contact Numbers.

Technical Delivery

Printer configuration: Printer Configuration Support does not cover printing from Windows applications.

Non-Open GI printer: All non-Open GI supplied printers are connected on reasonable endeavours / no success guaranteed basis. Correctness of Point Of Sale documents is not guaranteed. It is the broker’s responsibility to install the printer to their network, Open GI will only provide a configuration service.

Virtualised Environment – Non-Open GI hardware: Open GI is not responsible for the general administration, host configuration, stability or performance of non-Open GI supplied hardware. Only Intel and AMD x86 & x64 processor architecture is supported for the host servers. Open GI are responsible for the build of each Core system virtual machine. Technical consultancy is mandatory for the creation and authorisation of each additional virtual machine. This applies to all Open GI virtual environments.

Virtualised Environment – Customer Responsibility: The Customer is responsible for ensuring that adequate system resources are allocated to the Core system virtual machines to mirror the performance of the current native hardware. Open GI do not guarantee compatibility of Core system virtual machines with High availability technologies. It is the responsibility of the customer to test and verify should it be required. The Customer is responsible for ensuring that regular backups of the Core system virtual machines are maintained and recovery procedures are in place and regularly tested. Work completed to date has been performed on a VMware platform. Open GI cannot guarantee success of other virtualisation platforms, and consultancy will be supplied on a reasonable endeavours basis only.

Open GI will provide a maximum of 200GB of storage. If backups exceed the storage limit it may be necessary to change the solution to an alternative data storage solution. Additional charges may apply.

Open GI will not be responsible for internet speed and connectivity performance during uploads of backup files to remote storage.

The customer does not have direct access to the remote storage held on the Open GI Hosted platform. Customers will be provided with instructions on how to retrieve backup files from the storage using ExpressBackup should they wish to perform a manual restore.

Should a restore be required from the remote storage due to accidental data loss then standard restore charges may apply if Open GI are required to assist in restore process.

Only daily backups are supported on the remote storage solution. Other special backups such as monthly or yearly need to be taken manually via the standard backup method.

Hosted Express Backup Facility: The ongoing Covid-19 outbreak necessitates the Client having to operate remotely. In an attempt to assist the Client, Open GI is providing an ad hoc Hosted Express Backup facility on its platform to the Client. This facility is made available to the Client on a temporary basis only and the Client acknowledges that Open GI may withdraw the facility at its sole discretion after providing the client with 1 week’s notice. In the event of the facility being withdrawn, the Client will revert back to its tape back-up system.

PC Configuration Services: This service includes installation of Open-GI desktop software and Third-Party software sold to the customer by Open GI (e.g. MS Office / Sophos) Installation, configuration, data migration and support of any other Third-Party software is not included. The Open GI engineer will, on a reasonable endeavours basis, migrate users personal profile data, documents and email data to the new PC, on the provided that the data is a: Stored on the existing PC and is accessible to the engineer, b: the existing PC is provided to the engineer in a fully working state. This service is limited to one user per PC. The user must make a backup, or make note of any stored passwords as these cannot be migrated. Migration of any Third-Party application data is excluded.

IT Health Check: The health check is intended for customers with on-premises Windows Server and Network solutions in addition to the Open GI Core Server and includes an assessment of this infrastructure specifically. The health check is recommended for those customers not using our daily monitoring and release management service (ESS) as well as those customers using the ESS service that wish to conduct an annual review of their infrastructure. The health check is provided in addition to and does not replace any of the services that are provided as part of our Standard Support Terms and Conditions. As part of the health check, the consultant can optionally examine the Open GI Core Server at no additional cost to the customer, as part of delivering a ‘holistic’ review, and will provide advice as necessary should any health issues be identified. This is in addition to any checks of the Open GI Core servers that are carried out as part of our normal day-to-day support tasks.

Third-Party Systems: In the context of a health check, third-party systems include any server or network hardware (including switches, routers etc.), either not originally deployed by Open GI or currently supported by Open GI. This excludes servers deployed and supported by Open GI in order to provide a third-party software solution (Microsoft / Citrix / Sophos Products). Open GI may request access to, in a supervised capacity in order to collect information, third-party systems for us to make relevant recommendations. Open GI will not under any circumstances make configuration changes to third-party systems as part of the health check. It will remain the responsibility of the customer to ensure that backups are conducted on a regular basis and ensure that they are correctly maintained. Backups should be checked preceding any planned work.

Third Party Environment Support: Where Microsoft Azure is used to deploy virtualised Microsoft Windows Server and Veeam Backup and Replication solutions;   The ‘Windows Server Third Party Environment Support’ and ‘Backup Solution Third Party Environment Support’ should also apply in order for these solutions to be supported.