Skip to main content

Generix & Open Sky Group Advance Their Joint Mission to Accelerate Supply Chain Digitization in North America View the press release

Search

APPENDIX 1: TERMS OF SERVICE

 

The purpose of this appendix is to describe the services provided by Generix as part of its Solochain WMS SaaS offering. The Subscription Contracts summarize the Services chosen by the Customer. Generix undertakes to provide the agreed Services to the Customer at the prices indicated in the Subscription Contracts.

Service Support

Standard support is provided by the GENERIX help desk, Monday to Friday from 9:00 am (EST) to 5:00 pm (EST).

Critical support (levels 1 and 2) is available 24 hours a day, 7 days a week, via the emergency line.

The CUSTOMER may designate up to four (4) super-users with 24/7 access to the GENERIX help desk for the duration of this maintenance and support contract. These hours include telephone call time, problem analysis, troubleshooting and resolution. A ticket is opened for each call. When the ticket is closed, it will be determined whether the problem is the responsibility of the CUSTOMER or GENERIX. Support will be invoiced if the problem is the result of an event for which the CUSTOMER is responsible.

The super-user designated by the CUSTOMER has ac to the helpdesk outside working hours. This service is only available for severity level 1 and 2 calls.

Super-users are user of the solution that have received advanced training (super user training).  The number of authorized super-users will depend on number of users, number of sites and complexity of the operation.    The number of super-users and the list of super-users will be determined during the course of the project.

Depending on the number of sites included in the project, it may be optional or compulsory to subscribe to a Service Manager.

More specifically, the role of the Service Manager would be to:

  • Manage communications between the CUSTOMER and GENERIX;
  • Coordinate the various services required to resolve a problem;
  • Organize and lead pre-defined project meetings;
  • Validate and coordinate the launch of new services;
  • Monitor service quality;
  • Monitor the billing process.

If many sites are to be deployed, as mentioned above, this service could become mandatory for the project. This service will be considered when defining the scope of the project with the CLIENT.

Initial SaaS Configuration (One Time Cost)

The initial SaaS configuration (OTC) corresponds to the cost of opening Services and configurating the solution instances on the cloud. It applies the following tasks:

  • Create new cloud instance environments,
  • Integrate the customer into the various operating processes,
  • Register the customer in our support database,
  • Transmit all information relating to service governance,
  • Prepare administrative processing.

Entities and users Subscription

The CUSTOMER’s subscription corresponds to the sum of all the Named Users, taking into account the number of sites and modules used. The Named User subscription corresponds to a fixed monthly fee to which the customer commits for the duration of the contract.

When automation is present, the subscription per user is limited to 150 order lines picked per hour. If the number of order lines dispatched exceeds this limit, new users will be added, calculated on the basis of 40 hours/per week and 4 weeks per month per user.

Subscriptions for named users are global. It covers all named users within the scope of the contract specified in the subscription contract.

If the number of named users is exceeded during the six-monthly audit, the additional number of users will be calculated and invoiced on the basis of the difference between the subscription taken out and the maximum number of users recorded over the six-month period, at the price per user + 15% surcharge.

The use of the tooling modules needs to be authorized and add to the SaaS subscription before being use

List of tooling modules:

  • Page Editor
  • Label Editor
  • Report Editor
  • Dashboard Editor
  • System Interfaces Editor
  • Mobile workflow Editor

The full catalog of GENERIX services is available on request from GENERIX. Prices are indicative and may change at GENERIX’s discretion. Generix may add, modify or remove items from its catalog at any time. Generix promotional campaigns inform the customer when new items are added to the catalog.

For the duration of the Contract, the Customer may not reduce the number of users or environments to which he has committed. However, the customer may replace a user with another.

Any modification of the Services provided must be the subject of an amendment between the Parties specifying the associated pricing conditions in order to be effective.

Service Level Agreement

The Service Level subscription chosen by the Customer applies uniformly to all Services provided by Generix under the subscription contract.

The subscription to the Service Level is due by the Customer as long as the Service is delivered by Generix.

In addition, the customer can subscribe to service options, available in the service catalog. These options will be delivered according to the conditions specified in the subscription contract.

Subscription Services modification

The customer can change his subscription to additional services ( Other than the Named User Subscription)  according to the following conditions:

For a change to a package offering fewer guarantees and/or service options: at most once every twelve (12) months, and only from the second contract year onwards.  In this case, the amount applies from the invoice following the Customer’s request for the entire residual period of the Contract, or until the next change request.

Any modification must be the subject of an amendment.  The Customer is responsible for initiating the change.

The change takes effect on the invoice following the customer’s request, provided it is made at least one month before the invoice date.

Subscription service updates

Under these terms and conditions and based on GENERIX’s recommendations and offers, you shall have knowledge of and access to all updates, versions, upgrades and enhancements to the SaaS Services that are not designated by GENERIX as new products or modules for which an additional subscription is required. In this respect, GENERIX shall perform Support Services on the latest version of the Solution delivered to the Customer or one of the two (2) immediate previous versions of the Solution.

Where you have a current subscription to SaaS Services, we shall be responsible for upgrading, updating and enhancing the platform according to the Service offering to which you have subscribed.

In the event of changes to the Services, we shall not be responsible for upgrading, updating and enhancing, unless you have purchased such service changes for a separate fee.

 

Production and testing environments

The Customer shall be provided with a production environment for the duration of the subscription. In cases where a testing or development environment is required on a permanent basis during the Subscription Term, it shall be limited to one (1) testing environment. We shall not be obliged to provide additional environments unless expressly stated as an option in your Cloud Services Subscription Contract.

Billing and payment terms

Starting point for billing

Unless otherwise specified in the Subscription Agreements, the Services are invoiced by Generix to the Customer as follows:

  • The Initial SaaS Configuration OTC: date of contract signature
  • Users Subscription (including associated services and options): Subscription Contract signature date ;
  • Service Level Subscription: Subscription Contract signature date;

Billing frequency

Subscription for all Services is invoiced once a year at beginning of the year

The signature date will be the date use every year for the yearly invoicing

Invoices are to be paid by the Customer to Generix upon receipt of invoices respecting terms of payment