Bunker Service Description
1 June 2022
Description of the Services
Subject to the Parties entering into an Order, Supplier can provide the following Services which are integrated into the Solutions: Access to and use of the Solution
Supplier shall provide Customer with access to the Solutions (web- and mobile app based).
Supplier will provide Customer with all relevant login access to the Solutions.
Based on the access to the Solution, Customer is entitled to use the Solution in accordance with the Agreement and the Order.
Implementation and migration services
Supplier will provide the following implementation and migration services to Customer.
Supplier has a designated customer success manager and sale account manager for each customer at no cost to Customer. Supplier offers in software feedback for customers to share bugs, improvements or issues as per below.
Supplier will provide group trainings to Customer’s operators as well as trainings to designated super users as reasonably necessary for the effective use of the Services. Depending on the type and quality of data Customer maintains, Supplier will make best efforts to migrate historical data into the software packages at a cost to be determined.
Normally, with any project deployment without customizations, implementation and training can occur within 30 days after contracts have been signed to allow time for system and data configuration. Any additional configurations determined during training may be able to be implemented into the system before go-live. Any requested customizations to be discussed for time cost and resources.
Supplier will perform set-up services, such as project management, design, development, implementation, integration, conversion, testing, installation, documentation and training services, as necessary.
The documentation for any Solution will describe fully and accurately the features and functions of the Solution well enough to allow a reasonably skilled user to effectively use all of its features and functions without assistance from Supplier.
Operation and management of the Solution
Supplier will operate and manage the Solution, including the underlying technical infrastructure and software, in order to ensure its availability to Customer in accordance with the Agreement.
Supplier will continuously monitor the Solution for any technical, security, performance or other issues and take appropriate measures to address such issues, including diagnostics/troubleshooting, configuration management and system repair management.
The operation of the Solution also includes continuous updates of business continuity plans, contingency plans and disaster recovery plans on an ongoing basis.
The Solutions and Services will regularly be improved, amended and enhanced to meet the business demands of the customer base and in accordance with the roadmap of Supplier. Supplier will update the Service Description accordingly.
Supplier will provide (i) regular scheduled maintenance tasks and activities and (ii) limited unplanned/emergency maintenance tasks and activities.
Customer will have access to Supplier's support services. Customer support is designated per customer. Each customer will be assigned a customer success manager. Support can be reached in three methods: (i) through an in-tool feedback button directly in a Solution, (ii) via email to Supplier's customer team at the email inserted below or (iii) by phone to Supplier's customer team to find Customer success managers contact details, phone number is inserted below.
Email: firstname.lastname@example.org Telephone: +1 203 616 4333
Supplier will provide standard support between 8 AM and 7 PM EST, Monday through Friday, excluding US national holidays, as part of the Agreement.
Supplier will provide support services in accordance with industry practice. On-site support will be available to the extent specifically agreed with Supplier.
Amazon Web Services ("AWS")
Please note that Supplier is entitled to change a material sub-supplier as set out in Suppliers T&Cs and/or any Product Terms.