Support | Thomson Reuters

Contract Express Maintenance and Support

Scope of Maintenance and Support Services

Maintenance and support services comprise:

information and advice (except ‘how to’ information and advice) in response to the logging of a support request
the diagnosis and correction of faults within Contract Express and the issue or application of updates in respect of such faults if such updates are deemed necessary in the absolute discretion of TR
supply of upgrades for installed versions of the Contract Express software or application of upgrades to Contract Express made available by way of TR hosted software that TR generally makes available to customers at no additional charge

Maintenance and support services do not include:

advice on use of Contract Express
advice in anything other than the English language
the installation or application of any update or upgrade to an installed version of the Contract Express software
support requests made other than via the support contact details specified above
advice on customisations to the Contract Express software or integrations not provided by Contract Express

Where the Customer has an installed version of Contract Express, maintenance services do not include diagnosis and rectification of any fault in the Contract Express software in the context of:

the improper use, operation or neglect of either the software or the computer or network equipment upon which it is used
the modification of, use of or merger of the Contract Express software with any other software or systems
use of the software on a system with a specification less than the TR recommended specification
failure by the Customer to implement recommendations, solutions, updates or (where such fault would be fixed by an upgrade) upgrades previously advised or supplied by TR
installation or upgrade issues arising from Customer not following the steps in TR provided documentation
any repair, modification or alteration of the software by any person other than by TR or its authorised agent or subcontractor
the failure by Customer to install and use any updates within 30 days of their availability
anything other than the current version and current but one version of the software (for this purpose a version is identified by the label v1.0, v2.0 etc as opposed to a release which would be labelled v1.1 to v1.2)
use of the software outside of licensed terms

Where the Customer accesses Contract Express by way of TR’s hosted software, maintenance services do not include diagnosis and rectification of any fault in the operability of Contract Express in the context of:

the use of Contract Express with any other software or systems
use of Contract Express with supporting hardware and software with a specification less than the TR recommended specification
failure by the Customer to implement recommendations or solutions in respect of faults previously advised by TR
Connectivity or accessibility issues arising from systems and software outside of the control of TR
use of Contract Express outside of licensed terms

Where the Customer has licensed Client Use and/or Guest Access:

Customer shall provide its Clients with support in the diagnosis and rectification of faults. In the event the Customer is unable to resolve such faults, the Customer may request support services from TR; and
Maintenance and support services shall not include diagnosis and rectification of any fault in a document produced by a Client or Guest. Customer shall be responsible for the diagnosis and rectification of such faults

Extended Support

Outside of Business Hours, the Customer may request support from TR personnel located outside of Australia. TR personnel will assist Customer with a Priority 1 problem during Extended Support Hours.

Extended Support Hours – 9.30am Sydney, Australia time to 5.30pm London, England time but excluding Recognised Holidays.
Recognised Holidays – public or statutory holidays in the various locations from which support services are provided.

Out of region TR personnel may not be able to Resolve Customer’s problems without technical support, information or input from local TR personnel which will not be available until the next Business Day.

Support Response Times

Priority Level	Priority description	TR Action Plan	TR Resolution
1	Major system impact (system down). A problem that cannot be reasonably circumvented and which is an emergency condition that significantly restricts use of Contract Express by Customer to perform necessary business functions	4 Business Hours	2 Business Days
2	Moderate system impact (system crashing/hanging). A problem that restricts the use of one or more portions or features of Contract Express by Customer to perform necessary business functions, but does not completely restrict use of Contract Express. System crashing/hanging caused by complexity arising from Customer’s inefficient use of template mark-up does not constitute a Contract Express product problem	8 Business Hours	5 Business Days
3	Minor system impact (performance/operational impact). A problem that restricts the use of one or more portions or features of Contract Express by Customer to perform a necessary business function, but the defect can be reasonably circumvented or the problem does not substantially restrict the use of one or more portions or features of Contract Express by Customer to perform necessary business functions	2 Business Days	Future planned release
4	No system impact (request for enhancement). This classification does not correspond to a defect in the Contract Express services. The Customer may suggest the incorporation of new functionality and TR agrees to consider such suggestion. TR may, in its sole discretion, incorporate such suggestion into a future release	1 Week	Future release

Business Hours Support

For Contract Express support, email contractexpress-support@thomsonreuters.com

TR will provide support for Contract Express by telephone, email, and web meeting as shall be reasonably required during Business Hours:

Business Hours - 9:30 am to 5:30 pm AEST during every Business Day.
Business Day - Monday, Tuesday, Wednesday, Thursday or Friday excluding public or statutory holidays.