Product Overview: Warehouse Mobile
Cyncly Agreement Document
1. FUNCTIONAL OVERVIEW
1.1 The Product is a software app which provides warehouse workers with tools to perform the common tasks with efficiency and provides immediate necessary information for actions such as receiving, stage, put away and pick up.
1.2 The Product contains a mobile dashboard of open purchase order lines to be received.
1.3 Users can scan roll number or bills of lading to quickly receive e-commerce inventory, quickly receive inventory directly to a bin location or to a staging location for put away later and move inventory to or from any location within a store.
1.4 Users can efficiently prepare and process Order Pickups and document damage or other exceptions during the receiving process sing photo attachments and notes.
1.5 The Product is available on Windows, IOS and Android.
2. MARKET AND GEOGRAPHIC REGION
The Product is for the Flooring market and is sold in USA, Canada, Australia and New Zealand.
3. CONTRACT TYPE
Subscription.
4. ACCESS RIGHTS
4.1 The Product is limited by reference to the following Access Rights (as set out in the Order):
4.2 By User
4.2.1 Access rights are granted on a named user basis.
4.2.2 All users must be assigned an email address which will serve as their login. Each user must have a name, password, role, and edition assigned to them.
4.2.3 The Product requires a constant connection to the internet so that it can maintain contact with the Supplier’s licensing server
4.2.4 The Product will facilitate a User logging into the Product via multiple devices, but this will be counted as multiple licenses.
4.3 Use of the Product is strictly limited to the legal entity which appears on the Order Form.
5. PREREQUISITES (FOR USING THE PRODUCT)
5.1 The Pre-Requisites for using the Product can be found at:
5.2.1 Windows: https://apps.microsoft.com/detail/9n52rndxwbbf?activetab=pivot%3Aoverviewtab&hl=en-us&gl=US
5.2.2 IOS: https://apps.apple.com/us/app/rfms-mobile/id1201905662
5.2.3 Android: https://play.google.com/store/apps/details?id=com.rfms.moe
5.2 Users will also require access to RFMS ERP, at least version 21.0+ and API which require a separate subscription.
6. SUPPORTED VERSION
6.1 All Customers who access the Product are provided access to the latest version of the product.
6.2 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.
6.3 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 and resolve 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.
7. SERVICE DESK
7.1 Support Hours:
7.1.1 Monday–Friday: 7.00–17.00 (CST)
7.1.2 Weekend: Excluded. Public holidays in the US are also excluded.
7.1.3 Channels of communication with the Service Desk:
7.1.3.1 Via Email: Rfms-apps@cyncly.com
7.1.3.2 Website: rfmsinc.zendesk.com
7.1.3.3 Contact telephone number: 888-215-8665
7.2 Who may contact the service desk:
7.2.1 The Customer’s staff need to be pre-registered
7.2.2 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. The Service Desk will not deal directly with end users or resellers.
7.3 Information needed when contacting the Service Desk: Before contacting the Service Desk, the Customer’s support specialist must ensure:
7.3.1 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.)
7.3.2 Gather the information and documents that will allow the Supplier to reproduce and diagnose the incident.
7.3.3 The complete path and data entered to reproduce the incident.
7.3.4 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.)
7.3.5 The name and version of the web browser used to reproduce the incident, if utilizing payment, authorization links, or RFMS Next.
7.3.6 A description line, which will allow the incident to be recognised easily and understood when presented in a list.
7.3.7 A detailed description of the incident with the step-by-step procedure that reproduces the incident.
7.3.8 The results normally expected when the software is working properly, as well as the results observed when the incident occurs.
7.3.9 Indicate if the incident occurs on computers in the stores or on the server
7.3.10 A screenshot or video of when the incident occurs
7.3.11 The priority of the incident, according to the agreed classification
7.3.12 Any other information or files that may help to reproduce or diagnose the incident
7.4 Supplier Incident Categorization:
7.4.1 Critical
7.4.1.1 Incident management response time during support hours: Within 30 minutes
7.4.1.2 Supplier’s commitment to troubleshooting:
7.4.1.2.1 Management Escalation: immediate
7.4.1.2.2 Status update: less than two hours
7.4.1.2.3 Continuous until the error is solved, alternatively until a temporary workaround solution is in place.
7.4.1.3 An incident that has a temporary workaround will automatically be downgraded to a High priority
7.4.2 High
7.4.2.1 Incident management response time during support hours: Within 1 hour
7.4.2.1.1 Supplier’s commitment to troubleshooting Management Escalation: immediate
7.4.2.1.2 Status update: less than eight hours
7.4.2.1.3 Investigate the issue and report continuously to the Customer. Proposals for workaround or final solutions
7.4.3 Medium
7.4.3.1 Incident management response time during support hours: Within one working day
7.4.3.2 Supplier’s commitment to troubleshooting:
7.4.3.2.1 Management Escalation: within two working days
7.4.3.2.2 Status update: less than three working days
7.4.3.2.3 Investigate the issue, real-time testing and check different solutions
7.4.4 Low
7.4.4.1 Incident management response time during support hours: Within two working days
7.4.4.2 Supplier’s commitment to troubleshooting:
7.4.4.2.1 Management Escalation: within ten working days
7.4.4.2.2 Status update: less than five working days
7.4.4.2.3 Committed to verify the causes of the problem, and test the feasibility of the request.
7.5 The different “Severity Levels” are defined as follows:
7.5.1 Critical:
7.5.1.1 Critical is only applicable to live environments.
7.5.1.2 A true production downtime situation, where a major production area is down.
7.5.1.3 A major function is unavailable in a likely sequence (crash, data loss, data corruption, system unavailable)
7.5.1.4 A vulnerability which could result in a catastrophic adverse effect.
7.5.1.5 An issue which could result in significant financial loss.
7.5.2 High:
7.5.2.1 A major function is unavailable in an un-likely sequence.
7.5.2.2 A minor function is unavailable, and no workaround exists.
7.5.2.3 A vulnerability which could result in a serious adverse effect.
7.5.3 Medium:
7.5.3.1 A minor function is unavailable, but a workaround exists.
7.5.3.2 A vulnerability which could result in a limited adverse effect.
7.5.4 Low:
7.5.4.1 Defect is an inconvenience to users (e.g. cosmetic, spelling, layout)