Terms and Conditions

Support Services Specification

Part 1 – First and Second Line Support;

The Licensee will supply first and second line support for the Licensed Software, as part of this Agreement

Part 2 – Third Line Support;

AppsAnywhere will supply third line support for the Licensed Software as described below.

The Licensee will designate a maximum of three contacts within the Licensee’s organisation to access Support; Only these three contacts will be permitted to contact AppsAnywhere or the Software Provider in respect of Support.

Service Level Agreement (SLA):

Note:

• The SLA applies to opening hours
• 1 day is equal to 13 hours and 30 minutes (9.00 - 22.30 UK time)
• Tickets submitted outside of normal office hours are handled at the start of the following business day, at which point the SLA will start
• For urgent requests outside of these hours, the support team is notified and will endeavor to respond where possible
• Urgent support requests must be raised by telephone in addition to a support ticket being raised
• The customer must identify to the operator that they are raising an urgent support request
• Response times may vary due to circumstances out of our control such as natural disasters, power outages etc.
• Delays in providing requested information or providing sufficient access to systems for remote support will "stop the clock" on the SLA
• Requests for assistance packaging applications, do not fall under the SLA

LINK to view our full support flow and Hosting Support Services Specification.  

Hosting Support Services

AppsAnywhere Cloud Service Level Agreement

Aditionally, AppsAnywhere Cloud includes the following agreements.

SQL Server/Databases

The Microsoft Azure SQL Elastic Cluster standard tier PaaS (platform as a service) offering is used to host databases. Microsoft Azure provide a minimum 99.9% uptime availability for this service.

The SQL databases used by the AppsAnywhere products are configured with a backup policy of 7-day PITR (point in time restore), 24-hour difference backup, first backup of each week is retained for that week and the first backup of each month is retained for that month.

Alert rules are in place to notify the AppsAnywhere Support team of any backup failers should they occur. In addition, monitoring rules are configured to evaluate the Elastic Cluster usage and alert the teams if it reaches 80% of its available capacity for a sustained period.

Secure Download share

The AppsAnywhere secure download share utilises the Microsoft Azure File sahres on top of an Azure Storage account. Microsoft provide a minimum 99.9% read/write uptime for this service.

This storage account and file share is within the customers local Azure region and is LRS (locally redundant storage) only.

It is the customer's responsibility to ensure the structure of the Azure file share is documented and all contents are backed up (recoverable) should a failure occur.

AppsAnywhere provide no backup service for the Azure file share and storage account.

Storage

AppsAnywhere Cloud comes with 1 terabyte of storage as standard, for both the repository and Cloudpaging server cache space. Any increases to this storage would come at an additional cost.

AppsAnywhere Online Portal

Virtual Machines are configured to the recommend specification, using Premium SSD storage and a Load Balancer is used to provide traffic distribution between multiple Virtual Machines.

As there are multiple Azure services used to provide this component, the overall Microsoft minimum uptime of 99.9% is provided.

Although AppsAnywhere Virtual Machines do not contain any critical information or data relevant to the service, the Azure Backup service is used as a precaution. The backup policy is configured to perform daily backups at 2am (time zone is set based on the customer's location). Instant recovery snapshots are held for 2 days, and daily backup points are on a 30-day retention.

Upgrades and Security Patching

AppsAnywhere will maintain and upgrade all products, servers, components, and services in AppsAnywhere Cloud.

Customers will be notified in advance, and written approval is required for any change that could affect service.

AppsAnywhere Precache File Share

Customers are responsible for the creation and maintenance of their own local AppsAnywhere Precache files share as per the latest requirements from the Network File Share.

This is a mandatory requirement to achieve optimal performance on managed devices.

Monitoring

Monitoring rules are in place to highlight any security, platform, backup, or storage issues.

Alert rules are in place to notify the AppsAnywhere Platform and Support teams if any triggers are raised by any of the monitoring rules.

Packaging Specification

General Terms

AppsAnywhere packaged apps are created with Cloudpaging Studio for deployment to Microsoft Windows 10 or Windows Server 2016 and above. To use the apps requires a currently licensed and supported version of Cloudpaging Player.

All packaged apps are priced in AppsAnywhere Packaging credits. Costs are per appset (i.e. per app version), unless otherwise shown.

All apps are packaged with a default configuration, according to AppsAnywhere Packaging conventions. Bespoke configurations can be provided at an additional credit cost which must be agreed in advance of any packaging work.

Access to AppsAnywhere’s packaging offering is included free of charge for all AppsAnywhere customers. This covers service setup and administration, and project management over the course of the year.

Our Packaging offering is split into three different categories, listed below. You can follow the links for further information on each of these offerings, including an up-to-date list of apps. We can also offer bespoke app packages for everything else.

1. Core apps
2. Automated apps
3. Menu apps

AppsAnywhere reserve the right to change the apps included in these lists each year, and if necessary, at any other time. For example, if the vendor license for an app is changed such that we can no longer provide a package.

Menu Apps and Credits

For the most common titles in Higher Ed, we’ve created a menu of apps that our teams can package for you at a credit cost. Each app on our menu has an associated credit cost. See the Menu Apps page for an up-to-date list of apps and credit costs

For more information, including details of the cost of credits, credit packs and bundles available, visit our Packaging webpage.

The cost of a package is confirmed as soon as the required information to package the app has been provided i.e. before work commences.

New versions of apps, along with updates to apps, are not included in the quoted credit price. Costs are per package, and any updates or new versions of the apps will be provided at an additional cost.

Service level agreement (SLA)

Service Level Agreement (SLA) and standards that AppsAnywhere recommends and follows when packaging applications

• All applications are developed using the latest releases of Cloudpaging Studio and Player.
• Applications are captured on a Windows 64-bit operating system (unless the application is incompatible with this platform).
• Compatibility is targeted to minimum versions Windows 10 and Windows Server 2016.
• Future versions of Windows and Windows Server OS are compatible, unless otherwise stated.
• The SLA delivery time for package requests is 30 business days.
• Business days are an accumulation of the standard working hours a request is open with AppsAnywhere Packaging.
• Time is paused while the request is pending with the requestor.
• AppsAnywhere reserves the right to reject packaging requests or to advise on alternative solutions.
• Packages are tested for vulnerabilities at the time of creation.
• Customers are responsible for ensuring packages provided meet and maintain their security requirements (see UAT and warranty for more information).

Deliverables

Apps are packaged with AppsAnywhere default configuration as standard, according to AppsAnywhere Packaging Service conventions (below).

All apps are packaged in English (either UK or US) language – if another language is required, this is classified as a bespoke request.

Apps are packaged for deployment to Microsoft Windows 10, or Windows Server 2016 and above.

Once packaged, appsets are provided in STP format, ready-to-deploy through AppsAnywhere.

Please note: An additional cost may apply if an app needs to be (re)packaged to work in a specific Windows environment.

UAT and warranty

Each appset includes a 90-day warranty as standard. Any questions or issues should be raised with AppsAnywhere Support.

Please note: Changes to app configuration (addition of plug-ins, updates etc.) will carry an additional credit cost.

For the full information on our Service Level Agreement, please view our Packaging Menu SLA document