Product Overview: RFMS Measure Desktop
Cyncly Agreement Document
1. FUNCTIONAL OVERVIEW
1.1 The Product is a flooring estimation software that follows the workflow of the estimating process.
1.2 The Product can be utilised for commercial projects, residential, multi-family, or new home construction.
1.3 The Product can estimate carpet, tile, laminate, and hardwood flooring for projects of all sizes.
1.4 The Product is sold in two editions. Each edition is comprised with a set of core features.
1.4.1 The Product Edition options are:
1.4.1.1 Standard:
Standard is available on Windows.
1.4.1.2 Premier:
Premier is available on Windows.
2. MARKET AND GEOGRAPHIC REGION
The Product is for the Flooring market and is sold in the USA, Canada, Australia, and New Zealand.
3. CONTRACT TYPE
Subscription.
4. TERM
4.1 If purchased via E-commerce, the term will either be month to month or 12 months depending on the option chosen by the Customer at the point of purchase.
4.2 Where the Customer purchases the Product as part of a bundle of Products from the Supplier, the term will be 36 months unless otherwise identified on the Order Form.
5. ACCESS RIGHTS
5.1 The Product is limited by reference to the following Access Rights (as set out in the Order):
5.1.1 By Edition:
5.1.1.1 Standard
5.1.1.2 Premier
5.1.2 The core features available for all editions are:
5.1.2.1 Draw rooms with a keyboard or mouse or use predefined room shapes.
5.1.2.2 Create, print, and export estimates for all flooring materials.
5.1.2.3 Save projects online to access them from other devices or workstations.
5.1.2.4 Draw rooms of any shape, including holes, arcs, ellipses, s-curves.
5.1.2.5 Access a shared product database.
5.1.2.6 Import/Export from RFMS, subject to purchase of RFMS Online Services Setup.
5.1.2.7 Show walls and clipart in 2D and 3D.
5.1.2.8 Draw using Leica DISTO laser measure.
5.1.2.9 Use and edit tile patterns.
5.1.3 The core features available for the Premier edition are:
5.1.3.1 Define custom tile patterns.
5.1.3.2 Create and manage a library of wall stacks and other 3D designs.
5.1.3.3 Create and edit rooms, tub, and shower surrounds in 3D.
5.1.3.4 Advanced profit margin tools.
5.1.3.5 Import PDF graphics and CAD files.
5.1.3.6 Create multiple scenarios.
5.1.3.7 Define project phases.
5.1.3.8 Estimate coving and ceiling tile.
5.1.3.9 Advanced export to Excel.
5.1.4 By Authorised User
5.1.4.1 Access rights are granted on a concurrent user basis meaning will be limited to a maximum number of Authorised Users accessing the Product at any one time.
5.1.4.2 All Authorised Users must be assigned an email address that will serve as their login. Each Authorised User must have a name, password, role, check-out duration, and edition assigned to them.
5.1.5 The Product requires a constant connection to the internet so that it can maintain contact with the Supplier’s licensing server.
5.1.6 The Product can be accessed on an unlimited number of devices.
5.2 Use of the Product is strictly limited to the legal entity which appears on the Order Form.
6. ARCHITECTURE
The Product is a Windows Form application whose architecture most closely resembles the MVC design pattern.
7. 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.
8. PREREQUISITES (FOR USING THE PRODUCT)
The Pre-Requisites for using the Product can be found at: https://support.measureflooring.com/hc/en-us/articles/115009820268-System-Requirements-for-Measure
9. IMPLEMENTATION METHODOLOGY
Implementing the Product is a simple process. Once the purchase is complete licenses will be issued and emailed to the registered Authorised User(s). Authorised Users are required to download the Product from the Windows Store by searching ‘RFMS’.
The Customer’s Agreement may include training or additional professional services. To secure a training session, use the Supplier’s booking page here: https://outlook.office365.com/owa/calendar/RFMSProfessionalServices@compusoftgroup.com/bookings/.
10. SUPPORTED VERSION
10.1 All Customers 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.
11.1.3 Channels of communication with the Service Desk:
11.1.3.1 Via Email: rfms-apps@cyncly.com
11.1.3.2 Website: rfmsinc.zendesk.com
11.1.3.3 Contact telephone number: 888-215-8665
11.2 Who may contact the service desk:
11.2.1 The Customer’s staff need to be pre-registered.
11.2.2 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.
11.3 Information needed when contacting the Service Desk – Before contacting the Service Desk, the Customer’s support specialist must ensure:
11.3.1 The anomaly has been analysed 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.)
11.3.2 Gather the information and documents that will allow the Supplier to reproduce and diagnose the incident.
11.3.3 The complete path and data entered to reproduce the incident.
11.3.4 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.)
11.3.5 The name and version of the web browser used to reproduce the incident, if utilizing payment, authorization links, or RFMS Next.
11.3.6 A description line, which will allow the incident to be recognised easily and understood when presented in a list.
11.3.7 A detailed description of the incident with the step-by-step procedure that reproduces the incident.
11.3.8 The results are normally expected when the software is working properly, as well as the results observed when the incident occurs.
11.3.9 Indicate if the incident occurs on computers in the stores or on the server.
11.3.10 A screenshot or video of when the incident occurs.
11.3.11 The priority of the incident, according to the agreed classification.
11.3.12 Any other information or files that may help to reproduce or diagnose the incident.
11.4 Supplier Incident Categorisation:
11.4.1 Critical:
11.4.1.1 Incident management response time during support hours: Within 30 minutes.
11.4.1.2 Supplier’s commitment to troubleshooting:
11.4.1.2.1 Management Escalation: immediate.
11.4.1.2.2 Status update: less than two hours.
11.4.1.2.3 Continuous until the error is solved, alternatively until a temporary workaround solution is in place.
11.4.1.3 An incident that has a temporary workaround will automatically be downgraded to a High priority.
11.4.2 High:
11.4.2.1 Incident management response time during support hours: Within 1 hour.
11.4.2.1.1 Supplier’s commitment to troubleshooting Management Escalation: immediate.
11.4.2.1.2 Status update: less than eight hours.
11.4.2.1.3 Investigate the issue and report continuously to the Customer. Proposals for workaround or final solutions.
11.4.3 Medium:
11.4.3.1 Incident management response time during support hours: Within one working day.
11.4.3.2 Supplier’s commitment to troubleshooting:
11.4.3.2.1 Management Escalation: within two working days.
11.4.3.2.2 Status update: less than three working days.
11.4.3.2.3 Investigate the issue, real-time testing, and check different solutions.
11.4.4 Low:
11.4.4.1 Incident management response time during support hours: Within two working days.
11.4.4.2 Supplier’s commitment to troubleshooting:
11.4.4.2.1 Management Escalation: within ten working days.
11.4.4.2.2 Status update: less than five working days.
11.4.4.2.3 Committed to verify the causes of the problem, test the feasibility of the request.