Product Overview: RFMS CORE (ERP)
Cyncly Agreement Document
1. FUNCTIONAL OVERVIEW
1.1 The Product is a desktop application with SQL database solution for the flooring industry. The RFMS Core suite offers software solutions ideal for builder, commercial, multi-family and retail businesses.
1.2 The core suite of modules includes accounting, human resources, inventory management, order/ quote entries, product filing and sales reporting.
1.3 RFMS Core Enhanced Add-Ons are Bid Pro, Direct Deposit, Enterprise Manager, New Home Management System, Project Manager, Property Connect, Recur AR and Schedule Pro. Enhanced Add-ons purchased are specified in the Order Form.
1.4 Additional functionality is B2B E-Commerce, Business Insights, API Accessibility and Credit Card Services. Additional functionality purchased is specified in the Order Form.
2. MARKET AND GEOGRAPHIC REGION
2.1 The Product is for the Flooring market and is sold in the USA, Canada, Australia and New Zealand.
3. CONTRACT TYPE
3.1 Subscription, unless otherwise identified in the Order Form.
4. ACCESS RIGHTS
4.1 Product is limited to the Core Modules, Enhanced Add-Ons and Additional functionality which appear on the Order Form.
4.2 Access rights are granted on a named user basis meaning you must obtain one license per named User.
4.3 Use of the Product is strictly limited to named users and the legal entity which appears on the Order Form.
5. ARCHITECTURE
5.1 The Product is designed to operate in combination with Microsoft software (Microsoft Server, Microsoft SQL Server, Active Directory, Windows), with elements of the RFMS CORE software running on servers, and other elements of the software running on end-user devices.
5.2 The Product is installed on the server in a shared folder under the management and control of:
5.2.1 Hosted by Cyncly: RFMS Cyncly IT
5.2.2 Self Hosted
5.2.3 Other vendor Hosted:
5.2.4 The Customer or other hosting company
5.3 When not hosted by Cyncly the Customer's responsibilities include:
5.3.1 Managing the IT infrastructure needed to run the RFMS software (network connectivity, servers, storage, end-user devices).
5.3.2 Making sure it has the right number and type of licenses from Microsoft.
5.3.3 Backing up data & testing of back ups.
5.3.4 Information security.
5.3.5 Producing and testing a disaster recovery plan.
5.3.6 Installing Updates and Upgrades of the RFMS software
5.4 NEXT:
5.4.1 RFMS NEXT is powered by a data service that is installed on a server in the same folder as the SQL Server. The updates for the data service are provided in the same update installers that install the desktop version of RFMS. High-speed internet is required to allow this to function properly. The SQL Server is not exposed to the internet by the data service.
6. THIRD-PARTY SOFTWARE
6.1 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. SECURITY MANAGEMENT PLAN
7.1 The Product is built using Microsoft SQL. Data is secure and stable in the Customer’s SQL database. The Product also has multiple security options in the Product ranging from passwords that can be established on most functions and buttons to a more robust solution that uses Windows Authentication.
8. PREREQUISITES (FOR USING THE PRODUCT)
8.1 General Requirements:
8.1.1 High Speed Internet connection. Recommended wired ethernet connection including GB network cards, GB switches and Cat 5 cabling at a minimum. Running the computer through an IP phone or running the Product via wireless networks is not recommended due to potential performance issues.
8.1.2 At least one networked or cabled printer.
8.1.3 Workstation Requirements (Macs and Surface Pro X tablets/computers are not supported).
8.1.4 Processor:
8.1.4.1 Minimum: Intel Core i5, 8GB RAM, 7200 RPM SATA hard drive or faster.
8.1.4.2 Recommended: Intel Cor i7 2.0 GHz or faster, 16GB or greater RAM, 7200 RPM SATA hard drive.
8.1.5 Monitor Resolution needs to be a minimum of 1920x1080. Running the Product at lower resolutions may create screen bleed issues, and all fields or buttons may not be viewable.
8.1.6 Operating System must be Microsoft Windows with the most recent updates.
8.1.7 The Supplier recommends that the Customer chooses an antivirus solution that is up to date and set to perform regular scans on systems. It is recommended that the Customer consults with their IT staff/ provider/MSP about best practices for your environment. A commercial EFR solution is recommended.
8.1.8 An uninterruptible power supply backup battery unit is recommended. A simple surge suppressor is not sufficient for protecting the Customer’s equipment and data.
9. IMPLEMENTATION METHODOLOGY
9.1 Implementation of the Product typically takes 90 days. The process starts with building the Customer data bases which takes an estimated two weeks. In this process, the Supplier will configure the Customer’s database with basic information to include but not limited to sales representatives, suppliers, and customers.
9.2 Once the database is ready The Supplier will work with the Customer’s suppliers participating in ECommerce to configure the mailbox and connections to connect the Customer’s database to the Customer’s suppliers. This takes an estimated one week.
9.3 When this stage is complete, the Customer will then work with the Supplier’s Professional Services team to complete the onboarding process which will take an estimated 7 weeks. Training sessions are performed both online and onsite depending on the Customer’s Agreement with the Supplier. The assigned trainer will work with the Customer to develop a schedule that completes the implementation as quickly as possible. Training will begin at the beginning of the sales process in estimating and following the lifecycle of the Customer’s work culminating with the Customer’s first month close. The Supplier estimates that the first month close will be within 45-60 days following successful implementation.
10. SUPPORTED VERSION
10.1 All Customers who access the Product on a subscription basis are provided access to the latest version of the product.
10.2 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.
10.3 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.
11. SERVICE DESK
11.1 Support Hours:
11.1.1 Monday–Friday: 7.00–17.00 (CST)
11.1.2 Weekend: Excluded. Public holidays in the US are also excluded.
11.2 Channels of communication with the Service Desk:
11.2.1 Via Email: Rfms-help@cyncly.com
11.2.2 Website: rfmsinc.zendesk.com
11.2.3 Contact telephone number: 888-215-8665
12. SUPPORT DESK
12.1 Who may contact the service desk:
12.1.1 The Customer’s staff need to be pre-registered
12.1.2 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. The Service Desk will not deal directly with end users or resellers.
12.2 Information needed when contacting the Service Desk: Before contacting the Service Desk, the Customer’s support specialist must ensure:
12.2.1 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.)
12.2.2 Gather the information and documents that will allow the Supplier to reproduce and diagnose the incident.
12.2.3 The complete path and data entered to reproduce the incident.
12.2.4 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.)
12.2.5 The name and version of the web browser used to reproduce the incident, if utilizing payment, authorization links, or RFMS NEXT.
12.2.6 A description line, which will allow the incident to be recognised easily and understood when presented in a list.
12.2.7 A detailed description of the incident with the step-by-step procedure that reproduces the incident.
12.2.8 The results normally expected when the software is working properly, as well as the results observed when the incident occurs.
12.2.9 Indicate if the incident occurs on computers in the stores or on the server
12.2.10 A screenshot or video of when the incident occurs
12.2.11 The priority of the incident, according to the agreed classification
12.2.12 Any other information or files that may help to reproduce or diagnose the incident
12.3 Supplier Incident Categorization:
12.3.1 Critical
12.3.1.1 Incident management response time during support hours: Within 30 minutes.
12.3.1.2 Supplier’s commitment to troubleshooting:
12.3.1.2.1 Management Escalation: immediate
12.3.1.2.2 Status update: less than two hours
12.3.1.2.3 Continuous until the error is solved, alternatively until a temporary workaround solution is in place.
12.3.1.2.4 An incident that has a temporary workaround will automatically be downgraded to a High priority
12.3.2 High
12.3.2.1 Incident management response time during support hours: Within 1 hour
12.3.2.2 Supplier’s commitment to troubleshooting
12.3.2.2.1 Management Escalation: immediate
12.3.2.2.2 Status update: less than eight hours
12.3.2.2.3 Investigate the issue and report continuously to the Customer. Proposals for workaround or final solutions
12.3.3 Medium
12.3.3.1 Incident management response time during support hours: Within one working day
12.3.3.2 Supplier’s commitment to troubleshooting:
12.3.3.2.1 Management Escalation: within two working days
12.3.3.2.2 Status update: less than three working days
12.3.3.2.3 Investigate the issue, real-time testing and check different solutions
12.3.4 Low
12.3.4.1 Incident management response time during support hours: Within two working days
12.3.4.2 Supplier’s commitment to troubleshooting:
12.3.4.2.1 Management Escalation: within ten working days
12.3.4.2.2 Status update: less than five working days
12.3.4.2.3 Committed to verify the causes of the problem, and test the feasibility of the request.
12.4 Support Monitoring and Reporting:
12.4.1 For customers hosted by the Supplier:
12.4.1.1 The cloud monitoring system:
12.4.1.2 Cloud Architecture access control system:
12.4.1.3 The virtual machines are monitored 24/7/365 web system implemented by the Supplier Microsoft Azure.
12.5 The redundant system checks every 2 minutes:
12.5.1 Access to databases
12.5.2 Internet connection
12.5.3 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.
12.5.4 The supervisors, after analysis, intervene to solve the problem and restore the cloud system.
12.5.5 Cloud architecture performance control system:
12.5.5.1 Each VM is provided with a software agent that monitors the usage levels of:
12.5.5.2 CPU
12.5.5.3 RAM
12.5.5.4 Space on HDD
12.6 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.
12.7 The different “Severity Levels” are defined as follows:
12.7.1 Critical:
12.7.1.1 Critical is only applicable to live environments.
12.7.1.2 A true production downtime situation, where a major production area is down.
12.7.1.3 A major function is unavailable in a likely sequence (crash, data loss, data corruption, system unavailable)
12.7.1.4 A vulnerability which could result in a catastrophic adverse effect.
12.7.1.5 An issue which could result in significant financial loss.
12.7.2 High:
12.7.2.1 A major function is unavailable in an un-likely sequence.
12.7.2.2 A minor function is unavailable, and no workaround exists.
12.7.2.3 A vulnerability which could result in a serious adverse effect.
12.7.3 Medium:
12.7.3.1 A minor function is unavailable, but a work around exists.
12.7.3.2 A vulnerability which could result in a limited adverse effect.
12.7.4 Low:
12.7.4.1 Defect is an inconvenience to users (e.g. cosmetic, spelling, layout)
13. SERVICE LEVEL AVAILABILITY
13.1 For Customers hosted by the Supplier, the Service Level for Availability is 99.99% subject to causes outside of the Supplier’s control.