“Simplifying Complexity”

IIZUKA Services

Introduction

In support of its solution or product software licence IIZUKA provides a package of services outlined below. The Company is recognised as being a proactive partner and will respond to any requests for additional services that will benefit the customer’s outcome.

Local Installation Support

IIZUKA can assist a customer to install and operate its application locally. Using secure access IIZUKA can then support and maintain the software as described below.

Hosted Application Service

In partnership with SCC at Prime Point in Birmingham, IIZUKA has developed Hosted Application Services to be within the security standards required under ISO 27001.

Customer applications are then maintained by the IIZUKA support team.

Standard Support Services

Under a Maintenance Agreement IIZUKA provides the following standard services during normal working hours:

• A telephone help-desk to provide technical support to the Representatives

• Remote diagnosis and, where possible, correction of faults using the software management software

• Other agreed standard services including training, user manuals and supporting documentation

Enhanced Support Services

The Maintenance Agreement can include enhanced services such as Out of Hours support to agreed severity levels.

Software Maintenance and Updating Services

IIZUKA will occasionally provide updated versions of the software components that make up the customer’s system. These updates are applied as minor versions and will not affect the functionality or appearance of the customer’s system. Updates will include fixes for problems identified by the customer, or problems identified by other customers that may have an impact on this customer’s system as with the IIZUKA products.

IIZUKA will not notify the customer when an update is being applied, unless special arrangements have been made with the customer allowing IIZUKA to gain access to the deployed location of the customer’s system. Updates will not affect the running of the system and users may continue to use the system during the update.