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

Applications are packaged for supported Microsoft Windows operating systems in accordance with the supported AppsAnywhere platform lifecycle. Use of packaged applications requires a currently licensed and supported version of Cloudpaging Player. AppsAnywhere may use newer supported versions of packaging tooling where this does not materially affect the functionality of the packaged application.

Packaging Services are provided through the AppsAnywhere Packaging Subscription model. Each subscription tier provides an annual Packaging Subscription entitlement, representing the number of packaging requests included within the customer's subscription. Applications requested through a Packaging Subscription consume this entitlement in accordance with the customer's subscription tier.

AppsAnywhere reserves the right to determine the scope of each packaging request and how Packaging Subscription entitlement is consumed, including whether a request constitutes one or more packaged applications, application sets, modifications to existing packages, or other packaging activities.

Selected commonly used applications are available through Pre-Packaged Applications and do not consume Packaging Subscription entitlement. The applications included within this service may change over time and AppsAnywhere reserves the right to amend the applications included within this offering.

All applications are packaged with an AppsAnywhere default configuration using AppsAnywhere packaging standards. Changes to application configuration (including plug-ins, updates or other customer-requested modifications) will consume another request, as determined by AppsAnywhere. If an app needs to be packaged or repackaged to work in a specific Windows environment, AppsAnywhere reserves the right to consume an additional subscription entitlement, where this requirement was not identified by the requester at the time the packaging request was submitted.

Packaging Requests

Acceptance of a packaging request does not guarantee that the requested application can be successfully packaged. Some applications may be unsuitable for packaging due to technical limitations, licensing restrictions or vendor-specific constraints or unsupported software configurations. AppsAnywhere reserves the right to request additional information, recommend an alternative deployment approach, or decline requests that cannot reasonably be packaged or supported. Packages are tested for vulnerabilities at the time of creation. Where AppsAnywhere determines that an application cannot reasonably be packaged or supported, no Packaging Subscription entitlement will be consumed for that request.

All applications are packaged in English (UK or US) and applications are packaged using the default language provided by the software vendor. Packaging in another language may consume an additional subscription entitlement. Once packaged, Applications are delivered in STP format, ready-to-deploy through AppsAnywhere.

Customer Responsibilities

The requester is responsible for:

• Ensuring they have the necessary rights and licences to provide software to AppsAnywhere for packaging;
• Providing legally licensed installation media;
• Ensuring packaged applications meet their own organisational security, compliance and deployment requirements prior to production use.
• Providing valid licensing information where required;
• Supplying installation instructions and prerequisites;
• Validating and accepting packaged applications within their own environment following delivery before production use.

Service Level Agreement

The target delivery time for standard packaging requests is 30 business days. Business days are measured during AppsAnywhere's standard business hours and exclude periods where a request is awaiting customer action or information.

The service level target begins once all required installation media, licensing information and supporting documentation have been provided. Time is paused while a request is pending with the customer.

Warranty

Each delivered package includes a 90-day warranty period. During this period, the warranty applies only to packaging-related defects and does not extend to application defects, vendor software issues, licensing issues or customer environment configuration. Packaging-related issues identified during the warranty period should be reported through AppsAnywhere Support. Any request for changes or enhancements that fall outside the scope of the warranty will be treated as a new packaging request and may consume additional Packaging Subscription entitlement.