Product Overview: JobRunner
Cyncly Agreement Document
1. FUNCTIONAL OVERVIEW
1.1 The Product is a commercial tool which integrates the sales, operations, project management and accounting workstreams.
1.2 Functionalities focus on pipeline management, quoting, sales management, purchase orders, installer work orders, warehouse management and preparing financial reports.
1.3 The Product includes three core modules and then can be configured with optional modules, as specified in the Order Form.
1.4 The Core Modules are:
1.4.1 Core JobRunner which consists of the following modules:
1.4.1.1 Sample checkout
1.4.1.2 Product Database
1.4.1.3 Customer and vendor files
1.4.1.4 Quoting module
1.4.1.5 Job module
1.4.1.6 Inventory control
1.4.1.7 Work order module
1.4.1.8 Basic installation schedule
1.4.1.9 Invoicing module
1.4.1.10 Invoicing module A/R
1.4.1.11 Payables module linked to purchase order, inventory and job cost
1.4.1.12 Banking with reconciliation
1.4.1.13 General ledger
1.4.1.14 Trial balance, balance sheet, income statement, accounts receivable, accounts payables
1.4.1.15 Reporting
1.4.2 Enterprise Financials
1.4.2.1 Offers formattable financial statements, comparative financial statements, 12-month comparatives and drills down to the journal within each account.
1.4.2.2 Statements can be saved as Excel, PDF etc. for additional external analytical work
1.4.2.3 Transactions are easily located via the journal to quickly locate where transactions were posted.
1.4.3 Enterprise Job Costing
1.4.3.1 A reporting system that allows the user to look at open jobs, closed jobs or both open and closed for a specific date range or period
1.4.3.2 Jobs can be consolidated by project or the change orders can be evaluated separate from the master contract
1.4.3.3 Each job can be drilled down on to see a profit and loss statement at the job level including a general ledger journal for each job.
1.4.3.4 Once configured the desired configuration can be saved as a custom report, producing work in process reports that displace bills in excess of costs and cost in excess of billings which are the data components necessary for the monthly revenue recognition adjustment for percentage of completion method of revenue recognition.
1.4.4 The additional optional modules are:
1.4.4.1 Enterprise Scheduler
1.4.4.2 Tableau Viewer connector
1.4.4.3 Warehouse Management module
1.4.4.4 PS Mobile
1.4.4.5 Multi Family Online Ordering
1.4.5 There are additional connector modules available:
1.4.5.1 B2B connector
1.4.5.2 Gateway connector
1.4.5.3 DocuSign connector
1.4.5.4 Avalara connector
1.4.5.5 Email Connector
1.4.5.6 Estimation software connector
1.4.5.7 JotForm connector
1.4.5.8 Spec ID Connector
1.4.6 Integrates with RFMS Measure Desktop, Mobile Marketing and CynclyPay.
1.4.7 The product is an accrual based system. If the Customer wants to report taxes on a Cash basis, the Customer’s certified public accountant will need to manually create the financial statements to reverse the accruals.
2. MARKET AND GEOGRAPHIC REGION
The Product is for the Flooring market and is sold in Norther America, Australia and New Zealand..
3. CONTRACT TYPE
Subscription.
4. ACCESS RIGHTS
4.1 Product is limited to the Core Modules, Additional Optional Modules and additional connector modules which appear on the Order Form.
4.2 Access rights are granted on a concurrent basis meaning that the Product will be limited to a maximum number of Authorised Users accessing the Product at any one time. Authorised User count can be increased throughout the term but cannot be reduced by the Supplier during the Term.
4.3 Each Authorised User must have a unique name and password.
4.4 Use of the Product is strictly limited to the legal entity which appears on the Order Form.
5. ARCHITECTURE
5.1 The Product is designed to operate in combination with Claris FileMaker Pro, SQL, PHP, API, JavaScript, CSS, and HTML. The Presentation and applications layer functions are hybrid, allowing them to run on either pure Windows or Apple infrastructure, or a combination of both. The architecture of these applications are based on a client and server model. Certain elements of the technical stack require a fat client application on workstations to communicate with the Customer's specific host server, ensuring efficient operation and performance. The applications can either be hosted by the Supplier or the Customer can choose to work with their own IT Provider for the hosted environment.
5.2 If a Customer elects to host their own applications and not utilize the Supplier host services, then the Customer accepts responsibility for the following:
5.2.1 Managing the IT infrastructure needed to run the Pacific Solution’s applications (network connectivity, servers, storage, end-user devices).
5.2.2 Ensuring that all of their workstations and servers have the right number and type of licenses from Microsoft and/or Apple according to the providers' EULA (end-user license agreement).
5.2.3 Backing up data and testing backups.
5.2.4 Information security.
5.2.5 Producing and testing a disaster recovery plan.
6. THIRD-PARTY SOFTWARE
The Supplier uses third-party software in the development and operation of the Product. The specific third party software use will depend on the Customer’s individual needs and setup requirements. Use of this software is governed by the applicable agreements with each particular provider.
7. PREREQUISITES (FOR USING THE PRODUCT)
The Pre-requisites for using the product can be found at https://www.pacific-solutions.com/v22sysreq-413954.html
8. IMPLEMENTATION METHODOLOGY
8.1 The implementation of the Product typically requires 90-120 days. The Customer will first work with the Supplier’s implementation specialist to complete system setup, during which the database is populated with the Customer’s respective data, including but not limited to customers, vendors, tax setup, personnel profiles.
8.2 In tandem, the Customer team will complete the self-paced foundations training course, which establishes a base understanding of system function and use.
8.3 When system setup and foundations training are both complete, the Customer will move into practice and refinement, during which they will work with a Supplier trainer to push data through the system to both refine any settings as needed and familiarize the Customer with how job processes will be completed in the database. This ideally takes place during a three-day on-site at the Customer’s location (travel cost is paid by the Customer), however, can be accommodated remotely by request. After completion of the implementation, the Supplier trainer will complete any remaining tasks to assist conclusion of the first month end close.
9. SUPPORTED VERSION
9.1 All Customers who access the Product are provided access to the latest version of the product.
9.2 The Supplier consistently updates and upgrades the Product. The Supplier ensures all Customers have the same versions available to maintain consistency and ensure everyone benefits from the latest features and developments.
9.3 The Supplier will provide support to previous versions of its products, however, if a Customer is using an outdated version of the Product and the Supplier is unable to duplicate the issues in the current version of the Product, the Customer will be required to update to the current version of the Product before further support can be provided.
10. SERVICE DESK
10.1 Support Hours:
10.1.1 Monday–Friday: 8.00–17.00 (CST)
10.1.2 Weekend: Excluded. Public holidays in the US are also excluded.
10.1.3 Channels of communication with the Service Desk:
10.1.3.1 Via Email: support@pacific-solutions.com
10.1.3.2 Website: https://support.pacsol.cloud/portal/en/signin
10.1.3.3 Contact telephone number: 800-201-6509
10.2 Who may contact the service desk:
10.2.1 The Customer’s staff need to be pre-registered
10.2.2 The Customer’s staff who are pre-registered will be working on the Customer’s service desk or will be in a resolver group associated with the Service Desk.
10.2.3 The Customer may designate a maximum of three Designated Contacts who have full responsibility and authority for all operational and accounting procedures of the Customer’s basis.
10.2.4 Designated Contacts should be identified in writing to the Supplier by completing the Supplier’s Security Protocol Form. Any change to the Customer’s Designated Contact must be provided in writing to the Supplier.
10.3 Information needed when contacting the Service Desk: Before contacting the Service Desk, the Customer’s support specialist must ensure:
10.3.1 The anomaly has been analyzed in order to confirm it is not an issue related to the data created by the Customer, or an issue related to the Customer’s [and/or resellers’ internal systems that are used with the Product (for example the Customer’s login system, the Customer’s appointment booking system, or others as applicable.)
10.3.2 Gather the information and documents that will allow the Supplier to reproduce and diagnose the incident.
10.3.3 The complete path and data entered to reproduce the incident.
10.3.4 The name and version of the operating system, server’s operating system, and SQL management studio version on which the incident can be reproduced (e.g Windows 8.1, Windows 10, etc.)
10.3.5 The name and version of the web browser used to reproduce the incident, if utilizing payment, authorization links.
10.3.6 A description line, which will allow the incident to be recognised easily and understood when presented in a list.
10.3.7 A detailed description of the incident with the step- by-step procedure that reproduces the incident.
10.3.8 The results normally expected when the software is working properly, as well as the results observed when the incident occurs.
10.3.9 Indicate if the incident occurs on computers in the stores or on the server
10.3.10 A screenshot or video of when the incident occurs
10.3.11 The priority of the incident, according to the agreed classification
10.3.12 Any other information or files that may help to reproduce or diagnose the incident
10.4 Supplier Incident Categorization:
10.4.1 Critical
10.4.1.1 Incident management response time during support hours: Within 30 minutes
10.4.1.2 Supplier’s commitment to troubleshooting:
10.4.1.2.1 Management Escalation: immediate
10.4.1.2.2 Status update: less than two hours
10.4.1.2.3 Continuous until the error is solved, alternatively until a temporary workaround solution is in place.
10.4.1.3 An incident that has a temporary workaround will automatically be downgraded to a High priority
10.4.2 High
10.4.2.1 Incident management response time during support hours: Within 1 hour
10.4.2.1.1 Supplier’s commitment to troubleshooting Management Escalation: immediate
10.4.2.1.2 Status update: less than eight hours
10.4.2.1.3 Investigate the issue and report continuously to the Customer. Proposals for workaround or final solutions
10.4.3 Medium
10.4.3.1 Incident management response time during support hours: Within one working day
10.4.3.2 Supplier’s commitment to troubleshooting:
10.4.3.2.1 Management Escalation: within two working days
10.4.3.2.2 Status update: less than three working days
10.4.3.2.3 Investigate the issue, real time testing and check different solutions
10.4.4 Low
10.4.4.1 Incident management response time during support hours: Within two working days
10.4.4.2 Supplier’s commitment to troubleshooting:
10.4.4.2.1 Management Escalation: within ten working days
10.4.4.2.2 Status update: less than five working days
10.4.4.2.3 Committed to verify the causes of the problem, test the feasibility of the request.
10.4.5 Support Monitoring and Reporting:
10.4.5.1 For customers hosted by the Supplier:
10.4.5.2 The cloud monitoring system:
10.4.5.3 Cloud Architecture access control system:
10.4.5.4 The virtual machines are monitored 24/7/365 web system implemented by the Supplier: Pulseway
10.4.6 The redundant system checks every 2 minutes:
10.4.6.1 Access to databases
10.4.6.2 Internet connection
10.4.6.3 In case of malfunction of the system, automatic messages and emails are sent to a set of supervisors with a report related to the critical status of the infrastructure.
10.4.6.4 The supervisors, after analysis, intervene to solve the problem and restore the cloud system.
10.4.7 Cloud architecture performance control system:
10.4.7.1 Each server is provided with a software agent that monitors the usage levels of:
10.4.7.1.1 CPU
10.4.7.1.2 RAM
10.4.7.1.3 Space on HDD
10.4.7.1.4 In case the levels exceed the defined guard levels automatic messages and emails are sent to a list of supervisors with a report related to the critical status of the infrastructure.
10.5 The different “Severity Levels” are defined as follows:
10.5.1 Critical:
10.5.1.1 Critical is only applicable to live environments.
10.5.1.2 A true production downtime situation, where a major production area is down.
10.5.1.3 A major function is unavailable in a likely sequence (crash, data loss, data corruption, system unavailable)
10.5.1.4 A vulnerability which could result in a catastrophic adverse effect.
10.5.1.5 An issue which could result in significant financial loss.
10.5.2 High:
10.5.2.1 A major function is unavailable in an un-likely sequence.
10.5.2.2 A minor function is unavailable, and no work around exist.
10.5.2.3 A vulnerability which could result in a serious adverse effect.
10.5.3 Medium:
10.5.3.1 A minor function is unavailable, but a work around exists.
10.5.3.2 A vulnerability which could result in a limited adverse effect.
10.5.4 Low:
10.5.4.1 Defect is an inconvenience to users (e.g. cosmetic, spelling, layout,)
11. SERVICE LEVEL AVAILABILITY
The Service Level for Availability is 99.99% subject to causes outside of the Supplier’s control.