Product Overview: 3CAD Lite and 3CAD Evolution
Cyncly Agreement Document
1. FUNCTIONAL OVERVIEW
1.1 The Product can be used as an integrated system to:
1.1.1 configure, price and quote for kitchen, bathroom, living room and bedroom products.
1.1.2 design spaces.
1.1.3 create sales catalogues.
1.1.4 integrate with Ecommerce and ERP solutions.
1.1.5 manage orders from point of sale to manufacture/production.
1.2 The Product is multi-archive: the Customer can handle different graphical archives and wrap them together in the same order. Each catalogue can be estimated jointly or separately while making reference to the same customer.
2. LICENSING
2.1 3CAD Base License:
2.1.1 3CAD Base License, purchased per seat, as set out in the Order Form
2.1.1.1 M01 Room Planning:
Walls, windows, doors.
2.1.1.2 M01 Furniture Planning:
3D view, planview, isometric.
2.1.1.3 M01 Real-time rendering:
Lines, silhouettes, material.
2.1.1.4 M01 Sales configurator:
Creates productions relevant information such as bill of material standard, parts/product imagines. Information can be shown in a viewer or be delivered to an ERP system.
2.1.1.5 M01 Order configurator:
Manages order demand from internal and external customers.
2.1.1.6 M01 Engineering configurator:
Creates production relevant information such as bill of material standard, parts/product imagines. Information can be shown in a viewer or be delivered to an ERP system.
2.1.1.7 M01 Order Entry:
Import order from 3CAD-Shop-Version, create orders from catalog.
2.1.1.8 M20, M22, M23 Special effects, Export 3DS, Navigation:
Special effects, Export 3DS, Navigation.
2.1.2 Available add-ons, purchased per seat, as set out in the Order Form. Add-ons require purchase of M01.
2.1.2.1 M03 Item generator:
Creates item number system, descriptions.
2.1.2.2 M04 Big Environments:
Functions for us in big environment, like graphic-sections, splitting quotes.
2.1.2.3 M06 Pricelist Automatics:
Creating price lists, editing printing and special prices.
2.1.2.4 M07 Export dwg:
F.e AutoCAD 2D, 3D.
2.1.2.5 M15 Report Manager:
Import for sketchup-files (.skp).
2.1.2.6 M34 Export Json:
Export in Json format.
2.1.2.7 M35 Renderfarm from 707:
Rederfarm rendering 10/15 seconds elaboration time plus 360 view.
2.1.2.8 M41 Local Render Redway from 802:
Photorealistic local render.
2.1.3 Available add-ons, purchased as a Global License, as set out in the Order Form
2.1.3.1 M05 Barcode reader:
Reads different types of barcode.
2.1.3.2 M39 Visual 3D link:
Creates a link with a 3D of the composition (custom logos.)
2.1.3.3 M40 Contract:
Manages hierarchy of projects and alternatives.
2.1.3.4 M42 Promotions:
Manages commercial campaigns.
2.2 Production Modules:
2.2.1 Purchased as a company license as set out in the Order Form:
2.2.1.1 M10 Label Creator:
Graphical labels for items and packaging.
2.2.1.2 M11 Production planning:
Pull and mix orders for optimizing of production.
2.2.1.3 M12 CNC-Data creator:
2.2.1.3.1 Work on CNC, job
2.2.1.3.2 Additional M12/P12 licenses can be purchase for every CNC machine type connected, as set out in the Order Form.
2.2.1.4 BOM M13 Extended partlist:
Extended information for ERP or production.
2.2.1.5 M14 Optimizer Link:
Link to panel/cross cut optimization software.
2.2.1.6 M37 3D DXF Export:
2.2.1.6.1 Exports Job data in 3D dxf format
2.2.1.6.2 Requires M12
2.2.2 Purchases per machine type:
M12 Post Processor
2.2.3 Purchased per connection type:
M14 Optimizer link
2.3 3CAD Lite Shop Licenses:
2.3.1 3CAD LITE Server:
Server infrastructure per catalogue management of online retail catalogs, ability to enable and disable users, monitor pricing activities, receive orders directly on the server.
2.3.2 3CAD LITE Users
2.3.3 3CAD LITE Renderfarm:
Renderfarm rendering 10/15 seconds elaboration time.
2.3.4 3CAD LITE Export 3DS:
Export 3ds
2.3.5 3CAD LITE Export DWG:
Export Dwg for Autocad
2.3.6 3CAD LITE Export/ Import SKP:
Export and import Sketchup files in the project.
2.3.7 3CAD LITE Effects and navigation:
Special effects, navigate the project, create a video.
2.3.8 3CAD LITE Accessories catalogue:
Accessories catalogue e.g. lamps, tables, chairs, for room customisation.
2.3.9 3CAD LITE Big Environments:
To be discussed if to maintain.
2.3.10 3CAD LITE Expo Gallery M36:
Creation of a projects gallery customised per user.
2.3.11 3CAD LITE Contract M40:
Manages hierarchy of projects and alternatives.
2.3.12 3CAD LITE Local Render Redway M41:
Photorealistic local render.
2.3.13 3CAD LITE Promotions M42:
Manages commercial campaigns.
2.3.14 3CAD LITE Additional Catalogue::
Multicatalogue for company groups, to activate multiple catalogues in the same instance of 3CAD LITE.
2.4 3CAD Shop User
2.4.1 Version to be sold directly to the shops, includes Export 3ds, Export DWG, Sketchup, Special effects and Navigation, Accessories and Renderfarm, Local render redway plus: custom and multi-catalogue.
3. MARKET AND GEOGRAPHIC REGION
The Product is for the KB&F (Manufacture) market and is sold worldwide.
4. CONTRACT TYPE
Subscription
Some limited licenses may be purchased on a perpetual basis, as set out in the Order Form.
5. TERM
A fixed Term of 36 months.
6. ACCESS RIGHTS
The Product is subject to the following Access Rights:
6.1 limited to the Modules/Optional Modules which appear in the Order form.
6.2 limited to the quantity of 3CAD LITE licenses/users and/or Shops specified in the Order form.
6.3 limited to the quantity of Catalogues specified in the Order form.
6.4 use of the Product is restricted to use in connection with a single Customer trading brand.
6.5 use of the Product is restricted to use in the Territories specified in the Order form.
7. SUPPORTED VERSION
For a single tenant production environment, the Customer decides when the Update or Upgrade is to be installed, which may result in the Customer using a Version of the Product which is not covered by Maintenance & Support – the Supplier will only provide Maintenance & Support in respect of the current Version of the Product (N), or the previous Version (N-1).
8. SUPPORT SERVICES AND SERVICE LEVEL COMMITMENT
8.1 Product Specific Information:
8.1.1 Support Hours:
8.1.1.1 Monday – Friday: 08:30-12.30 and 14.00-18.00 Central Europe Time (CET/CEST)
8.1.1.2 Weekend: Excluded
Excluding public holidays (in Italy)
8.1.2 Channels of communication with the Service Desk:
User Support 2nd level support services PHONE (+39 0438 981034)
8.1.3 Who may contact the Service Desk:
8.1.3.1 The Customer’s staff need to be pre-registered.
8.1.3.2 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 direct with end users or resellers.
8.1.4 Information needed when contacting the Service Desk:
Before contacting the Service Desk, the Customer’s support specialist must ensure:
8.1.4.1 The anomaly has been analysed in order to confirm it is not an issue related to the catalogue or 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 the Customer’s ordering system, or others as applicable).
8.1.4.2 Gather the information and documents that will allow the Supplier to reproduce and diagnose the incident:
8.1.4.2.1 the complete URL of the site where the incident occurs.
8.1.4.2.2 the name and version of the operating system on which the incident can be reproduced (e.g. Windows 8.1, Windows 10, etc.).
8.1.4.2.3 the name and version of the web browser used to reproduce the incident (e.g. Chrome version 56.0.2924.87).
8.1.4.2.4 a description line, which will allow the incident to be recognized easily and understood when presented in a list.
8.1.4.2.5 a detailed description of the incident with the step-by-step procedure that reproduces the incident.
8.1.4.2.6 the results normally expected when the software is working properly, as well as the results observed when the incident occurs.
8.1.4.2.7 indicate if the incident occurs on computers in the stores or only for users on the web.
8.1.4.2.8 a screenshot of when the incident occurs.
8.1.4.2.9 the priority of the incident, according to the agreed classification.
8.1.4.2.10 any other information or files that may help to reproduce or diagnose the incident.
8.2 3CAD Incident Categorisation:
8.2.1 Critical:
8.2.1.1 Incident management response time during support hours:
Within 30 minutes
8.2.1.2 Incident management response time outside support hours:
Within 1.5 hours
8.2.1.3 Contractors’ commitment to troubleshooting:
8.2.1.3.1 Management escalation: immediate
8.2.1.3.2 Status update: <2 hours
8.2.1.3.3 Continuous until the error is solved, alternatively until a temporary workaround solution is in place.
8.2.1.3.4 An Incident that has a temporary workaround will automatically be downgraded to a High priority.
8.2.2 High:
8.2.2.1 Incident management response time during support hours:
Within 1 hour
8.2.2.2 Incident management response time outside support hours:
Within 3 hours
8.2.2.3 Contractors’ commitment to troubleshooting:
8.2.2.3.1 Management escalation: immediate
8.2.2.3.2 Status update: <8 hours
8.2.2.3.3 Investigate the issue and report continuously to the Customer. Proposals for workaround or final solutions.
8.2.3 Medium:
8.2.3.1 Incident management response time during support hours:
Within one working day
8.2.3.2 Incident management response time outside support hours:
Within one working day
8.2.3.3 Contractors’ commitment to troubleshooting:
8.2.3.3.1 Management escalation: within 2 working days
8.2.3.3.2 Status update: <3 working days
8.2.3.3.3 Investigate the issue, real time testing, checking different solutions.
8.2.4 Low:
8.2.4.1 Incident management response time during support hours:
Within two working days
8.2.4.2 Incident management response time outside support hours:
Within two working days
8.2.4.3 Contractors’ commitment to troubleshooting:
8.2.4.3.1 Management escalation: within 10 working days only if the problem is not solved
8.2.4.3.2 Status update: <5 working days
8.2.4.3.3 Committed to verify the causes of the problem, test the feasibility of the request.
8.3 Support Monitoring and Reporting:
The cloud monitoring system:
8.3.1 Cloud architecture access control system:
8.3.1.1 The VM’s are monitored 24/7/365 web system implemented by the Contractor.
8.3.1.2 The redundant system checks every 2 minutes:
8.3.1.3 access to databases.
8.3.1.4 internet connection.
8.3.1.5 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.
8.3.1.6 The supervisors, after analysis, intervene to solve the problem and restore the cloud system.
8.3.2 Cloud architecture performance control system:
8.3.2.1 Each VM is provided with a software agent that monitors the usage levels of:
8.3.2.1.1 CPU
8.3.2.1.2 RAM
8.3.2.1.3 space on HDD
8.3.2.2 In case of the levels exceed the defined guard levels automatic messages and emails are sent to a set of supervisors with a report related to the critical status of the infrastructure.
8.4 Support Reporting:
8.4.1 Service Desk Report:
8.4.1.1 Description:
Contains the list of requests/incidents received and performed by the service desk containing response time, criticality, expected time to solution (if not solved yet).
8.4.1.2 Regularity:
Monthly
8.4.2 Capacity Report:
8.4.2.1 Description:
Contains the list of incidents due to capacity shortages, resolution time, capacity adjustments and capacity reserves.
8.4.2.2 Regularity:
Quarterly
8.4.3 Availability Report:
8.4.3.1 Description:
Contains the list of service interruptions and their duration.
8.4.3.2 Regularity:
Monthly
8.4.4 Application Responsiveness Report:
8.4.4.1 Description:
This document contains the list of WS with their response time. The list can be defined time by time by the Customer.
8.4.4.2 Regularity:
On demand
8.4.5 Security Report:
8.4.5.1 Description:
Contains the list of incidents due to security issues classified by severity.
8.4.5.2 Regularity:
Quarterly
8.4.6 Incidents Report:
8.4.6.1 Description:
Contains the global list of all incidents (capacity, availability, responsiveness, security) in a defined period (month, quarter, year).
8.4.6.2 Regularity:
On demand
8.4.7 Questions Report:
8.4.7.1 Description:
Contains the list of questions and related status (open, in charge, not accepted, closed) related to a defined period (month, quarter, year)
8.4.7.2 Regularity:
On demand
8.4.8 Cloud architecture Performance Report:
8.4.8.1 Description:
Contains the performance indicators related to the cloud architecture) in a defined period (month, quarter, year)
8.4.8.2 Regularity:
On demand