Support & Maintenance Policy
The terms below are incorporated into, and form an integral part of, the Ability Commerce Terms of Service. Unless otherwise defined herein, capitalized terms shall have the meaning as described in the Terms of Service. Any breach of the terms below will be deemed a material breach of the Terms of Service.
General questions may be directed to sales@abilitycommerce.com.
1. COMPANY COMPLIANCE WITH ABILITY COMMERCE’S SUPPORTED HARDWARE AND PAYMENT PROCESSORS.
COMPANY will need to be in compliance with Ability Commerce’s supported peripheral hardware and payment processor support, which is subject to change and will be shared during the implementation phase. See OMS Hardware Peripheral Requirements (RF Wireless Warehouse and Point-of-Sale).
2. PAYMENT GATEWAY SUPPORT.
- Current Support: Ability SOFTWARE is integrated with the Authorize.net™ Payment Gateway. COMPANY is responsible for contracting with Authorize.net Payment Gateway and in addition may need to contract with a merchant service provider for merchant account set-up in support of card not present payment services.
- BigCommerce® Use: Ability OMS used in conjunction with BigCommerce is limited at this time to Authorize.net.
- Multiple Sales Channels: Different payment processors can be assigned to different divisions within Ability OMS (you may assign credit card configuration settings in Ability OMS Division Maintenance).
- Browser Based Point-of-Sale (POS):
- Ability OMS POS is integrated with Verifone® EMV devices using Verifone’s Payware Connect payment gateway, therefore for Ability OMS POS related orders other payment gateway cannot be used (e.g., Authorize.net™).
- Given Verifone's Payware Connect payment gateway will be used for Ability OMS POS payment transactions, in the event COMPANY uses other payment gateways for other sales channels (e.g., online, phone orders), you will need to notify your payment processor that you will be using multiple gateways to ensure all transactions go to the same account at the Payment Provider.
- Payment Processor Setup: COMPANY will be responsible for setup with the payment processor.
Subject to change, contact sales@abilitycommerce.com for current support and/or for price quote for Ability Commerce consideration to quote integration with an alternative payment processor.
3. MAINTENANCE.
Scheduled SOFTWARE maintenance will be provided with advance notice to COMPANY. SOFTWARE maintenance versions may include, without limitation, the following:
- Fault fixes: Any reported faults in the software that have been corrected.
- Versioned enhancements: Such enhancements may include, without limitation, modifications to the Software that: a) Increase its speed, efficiency, and/or ease of operation, or b) Provide added functionality.
- While software upgrades are included, Ability Commerce reserves the right to charge additional fees related to customizations when applicable.
- Ability SOFTWARE support is on current version. Ability Commerce will replicate the bug in the current version and fix in a future version.
- Automated SOFTWARE Upgrades are regularly scheduled. In the event of upgrade failure, it will automatically recover to the previous version. With successful software upgrades, you will receive email notification.
4. SUPPORT.
4.1. Online documentation and video access (as available).
4.2. Support Ticket Submission: Upon purchasing a paid Plan monthly subscription, Ability Commerce will create a login for COMPANY to provide access to Ability Commerce’s SERVICE support ticketing system for COMPANY to submit issues to Ability Commerce.
4.2. Support Ticket Submission: Upon purchasing a paid Plan monthly subscription, Ability Commerce will create a login for COMPANY to provide access to Ability Commerce’s SERVICE support ticketing system for COMPANY to submit issues to Ability Commerce.
Response Times:
4.2.1. Response Time: Solely at Ability Commerce’s discretion which will vary depending on how Ability Commerce classifies the severity of the issue.
Response from Ability Commerce to COMPANY will be primarily through the Atlassian JIRA Support Ticket System.
Ability Commerce may elect to email and/or call COMPANY in its efforts to resolve support tickets submitted by COMPANY. Telephone calls between Ability Commerce and COMPANY in the resolution process will be at the sole discretion of Ability Commerce.
4.2.2. On-call Support: On-call staff responds to critical production-stopping issues according to established SLA and protocols. On-call staff includes IT network and server administrators and engineers. Production stopping issues will be responded to within 30 (thirty) minutes, with continuous updates to COMPANY until problem is resolved. Also, when necessary, database administrators and software development engineers are engaged after hours to assist in resolving any unexpected outage.
4.2.1. Response Time: Solely at Ability Commerce’s discretion which will vary depending on how Ability Commerce classifies the severity of the issue.
Response from Ability Commerce to COMPANY will be primarily through the Atlassian JIRA Support Ticket System.
Ability Commerce may elect to email and/or call COMPANY in its efforts to resolve support tickets submitted by COMPANY. Telephone calls between Ability Commerce and COMPANY in the resolution process will be at the sole discretion of Ability Commerce.
4.2.2. On-call Support: On-call staff responds to critical production-stopping issues according to established SLA and protocols. On-call staff includes IT network and server administrators and engineers. Production stopping issues will be responded to within 30 (thirty) minutes, with continuous updates to COMPANY until problem is resolved. Also, when necessary, database administrators and software development engineers are engaged after hours to assist in resolving any unexpected outage.
5. PROFESSIONAL SERVICES.
Ability Professional Services may be contracted to perform out-of-scope work including, but not limited to the following:
- Custom solution development (e.g., script development; programming; custom reports)
- Custom training
- API consulting
- Professional Services Standard Rate: Contact sales@abilitycommerce.com for hourly rate. Work to be stated in separate Statement of Works for COMPANY consideration. (Hourly rate subject to change).
General questions may be directed to sales@abilitycommerce.com.
