Implied Logic will assist nominated client personnel with the process of uploading new models and amending the master model configuration file. Implied Logic will also assist these personnel directly with the set-up of model-specific configuration files in the first instance, and will provide suitable coaching and documentation to enable these personnel to take ownership of as much of the per-model configuration as is feasible.
Implied Logic will further assist nominated client personnel to investigate suspected operational issues and to resolve actual problems in a timely manner subject to the service limitations above.
For avoidance of doubt, helping client personnel understand HTML interface logic exported from the STEM desktop solution is provided under the support obligations of the eSTEM licence and not this hosting service.
Contact arrangements
The primary mechanism for requesting support will be via email to support@impliedlogic.com, but this may be supplemented by phone or instant messaging on an ad hoc basis.
Availability and response
Support is currently provided on the basis of the same 8×5 cover as currently provided for the C-STEM desktop software. Again, this may be reviewed and increased in the future at an additional cost. It is further noted that Implied Logic’s principal software expertise is based exclusively in the UK, although it does offer user-level support in APAC too.
Implied Logic aims to make an initial investigation of and in most cases resolution of any reported issue within one business day. Differing levels of severity will be accorded suitable priority.
| Scenario |
Response time |
Notes |
| Server unreachable |
24 hours |
Involves interaction with Implied Logic’s hosting partner and could be just as likely due to an intermediate, third-party fault. |
| No response from server |
2 hours |
|
| Intermittent response |
4 hours |
|
| Slow response |
4 hours |
|
| Wrong results |
8 hours |
|
| Miscellaneous errors returned |
8 hours |
|
| Model crash and possible block for individual user |
4 hours |
|
| Server overload |
4 hours |
|
| Disaster recovery |
Subject to the best endeavours of Implied Logic and its business partners, client cooperation and reasonable acts of any relevant third parties, up to 3 days |
Implied Logic’s server infrastructure is backed-up daily and virtualised, and may be restored to any one of several data centre locations in Europe and the US. Offline back-ups of all critical server configurations are maintained for additional safety.
However, a force majeure, unforeseen disaster scenario where some unlikely combination of multiple, coincident events involving key personnel of Implied Logic or its business partners, server infrastructure, local computer and networking hardware, intermediate network connectivity, or any other impacting external factors, might defy expected norms for fault resolution.
|
Maximum response times from receipt of notification within support availability
Documentation
Everything about working with eSTEM, from how to wire up the desired inputs and outputs through to how to manage models on the server, is explained in our online documentation at https://help.stem.impliedlogic.com/Business-models-on-the-web.
As a continually-developing service offering, this documentation may lack details of the latest additions at any given point, but such omissions will always be covered by live input from our support staff (most of whom are also the developers). Implied Logic will develop suitable augmentation as required to cover the latest eSTEM features and anything else reasonably required by the client to use this service.
System maintenance
As the service is based on a single server-instance, there is no load-balancing or redundancy to allow for routine server maintenance and updates. Therefore the service may be taken offline for up to ten minutes no more frequently than once a week, in addition to any interruptions or re-starts which may be necessary in the resolution of any reported faults.
Implied Logic will agree a mutually convenient and satisfactory preferred time-slot for routine maintenance outages. Any deliberate outage required to resolve a reported fault will be made in consultation with at least one of the client’s nominated personnel if this is possible in a timely manner and excluding exceptional circumstances where the service might have to be taken down to protect the integrity of user data and/or the hardware and software configuration of the server.
No support to related client IT projects
For avoidance of doubt, this service is limited to the specific scenario of Implied Logic hosting both the eSTEM service and the front-end web pages as described above. Support to any related internal client IT projects is specifically excluded since the central proposition is to provide the hosting service entirely on Implied Logic’s independent infrastructure.
If significant additional effort is required from Implied Logic in due course to support either (i) effecting a change to host the front-end on one of the client’s own servers and pass-through suitable authentication credentials, or (ii) migrating the eSTEM service to run on the clients’ own server infrastructure, then any such effort will be subject to the preparation and agreement of a new and separate service proposal.
Testing
With a first prototype model to be agreed between the parties, the client will promptly verify and confirm that the service operates as intended and with acceptable performance. This testing should be done with the original, unmodified HTML 5 export logic exactly as generated by the STEM desktop solution.