General Conditions

Hosting, updating, maintenance and support services related to the use of Next4biz* products are conducted within the scope of the following conditions;

• NEXT4BIZ, conducts all of its support services through “Next4biz Help Desk” (https://helpdesk.next4biz.net).
• Under conditions in which the Customer is unable to access Next4biz Help Desk due to reasons such as issues with Internet access, the Customer can also request support from or report issues to NEXT4BIZ via phone or email by sending an email to ([email protected]). However, the required issue should be ubmitted to Next4biz Help Desk as quickly as possible. The issue shall be tracked through this service.
• Next4biz Help Desk conditions of use are documented in “Help Desk Knowledge Base”.
• Knowledge base and user training videos for support are provided free of charge for the Customer.
• The Customer shall make sure that at least one of its permanent employees attend the key user training given by NEXT4BIZ. Key users shall answer the questions of the employees of the Customer regarding the use of the product. In cases where a problem is discovered in the product, they can create an issue through Next4biz Help Desk. Support issues related to defects in NEXT4BIZ’s own products shall not be charged separately. The questions that can be resolved through the software features and included in training or documentations are only free for up to 20 per year. In case of additional questions, the hourly rate which shall be calculated by dividing the expert daily rate agreed upon in the License Agreement by 8, shall be paid by the Customer for each question.
• NEXT4BIZ provides maintenance and support services on weekdays during work hours (09:00 a.m.-06:00 p.m.). 24/7 support shall be provided only for high priority issues.
• NEXT4BIZ support services are provided through communication tools such as remote access and phone call. In the cases that the issue cannot be resolved remotely and the need to visit the Customer on-site arises, the transportation and accommodation expenses of the NEXT4BIZ expert and the expert daily rate are charged separately.
• Interventions that are not aimed at fixing the issues in Next4biz but performed in order to enhance product performance, expand the areas of use, add new features and functions to the product or improve existing functions and features are defined as “update” or “development”. NEXT4BIZ may update and improve with its own discretion or perform updates or improvements upon customer request.
• Change requests from customers are examined and evaluated within 30-day periods by NEXT4BIZ. In consequence of the evaluation and planning, NEXT4BIZ may decide that the request be updated in one of the new versions and in relation to all the customers. In such cases, the requesting customer cannot claim ownership upon the requested update or cannot demand that such updates be exclusive to the Customer and not be available to other customers.
• Issues related to Customer systems, infrastructure and third party software/systems that are used by the Customer are out of the scope of maintenance/support. In cases where support is provided to such software and systems, the support service is charged separately in accordance with the conditions of agreement.
• Regarding the issues which may arise from integration with Customer systems, infrastructure, or third party software/systems, NEXT4BIZ makes reasonable effort towards a solution of the issue in coordination with the Customer and concerned stakeholders,
• When the Customer conducts periodical data transfer using Next4Biz APIs in the integration of product, service, and transaction data within Customer’s own processes (such as: accounts, product, orders, policy, spare parts, etc.) with NEXT4BIZ systems, only new and modified data should be transferred instead of all data. Otherwise, additional costs may arise due to redundant transfer of already existing data.
• NEXT4BIZ provides email and SMS delivery integrated with the mass email and SMS delivery services that the Customer uses.

Next4biz SaaS Software License Use

In the case that SaaS license of Next4biz Products is obtained and its use is conducted online by providing access to Customer users, the following conditions apply in addition to general conditions:

• NEXT4BIZ shall make a reasonable effort in order to resolve the issues arising from its own Products as soon as possible and keep the Customer informed continuously through Next4biz Help Desk.

The following table lists the intervention and resolution times according to the priorities of the problems.

The following table lists the intervention and resolution times according to the problem types.

• Response time and resolution time starts from reporting the issue to Next4biz.
• Possible issues and delays arising from the data centers or the Internet service providers are not considered when response and resolution times are measured.
• Response and resolution times for issues which may arise from integration with Customer systems, infrastructure, or third party software and systems which may be used by the Customer are not subject to the above-mentioned times.
• The Customer shall be informed at least 2 days prior to planned maintenance or version update operations performed by the data center or NEXT4BIZ.

Next4biz on Premise Software License Use

In cases where Next4biz Products are used on computer systems of the Customer and/or on-site or cloud servers controlled by the Customer (on premise) the following conditions apply in addition to the general conditions:

• The Product version is upgraded one time every year at no additional cost within the scope of maintenance and support services. NEXT4BIZ makes the necessary planning and informs the Customer for the version upgrade within the relevant maintenance period. The Customer shall provide the necessary test environment, server access and technical personnel for the version upgrade. The Customer shall operate functional and information security testing processes and provide the approval for transition into the production environment. The Customer shall complete all test procedures within a 2-week period following the installation of the new version of the Product on the test environment and report any findings. The Customer shall approve the production environment transition within a 2-week period upon the correction of the findings and plan the transition in coordination with NEXT4BIZ. Production environment transition is carried out by the technical personnel of the Customer. NEXT4BIZ technical personnel may supervise this work if required. In the event that the testing and approval process conducted by the Customer takes longer than expected, the additional time spent by NEXT4BIZ shall be charged based on the current expert/day rates.
• The Customer shall provide the server configuration shared by NEXT4BIZ for the proper operation of the Product, and the requirements regarding the installation, upgrade, and operating requirements of the Product, and it shall conduct the application and database maintenance works as defined under operation conditions.
• The Customer shall assign technical staff to ensure the stability and operability of the product and integration points and shall make sure they attend the installation and system administration training which shall be given by NEXT4BIZ. In case of technical problems, initially the technical personnel of the Customer shall carry out the necessary monitoring and examinations and shall create a ticket on Next4biz Help Desk if the problem is related to the product.
• NEXT4BIZ shall make a reasonable effort in order to resolve the issues arising from Products as soon as possible and keep the Customer informed continuously through Next4biz Help Desk. The following table lists the response and resolution times according to the priority of the problem.

The following table lists the response and resolution times according to the problem types.

• Response time and resolution time starts from reporting the issue to Next4biz help desk.
• The time spent and delays had by the Customer for providing access to NEXT4BIZ for intervention and resolution and similarly time spent and delays had by the Customer in order to prepare the testing environment is not included in the “response and resolution time“.
• Response and resolution times do not apply to issues which may arise from integration with Customer systems, infrastructure, or third party software and systems which may be used by the Customer.
• The Customer accepts and declares that it shall provide NEXT4BIZ experts remote access to the test environment/system so that they may perform maintenance and update. Otherwise, it is the Customer’s responsibility to ensure that the Next4biz Product is not fully and properly maintained and updated.
• The remote access authorization shall be used as specified in the security procedures of the Customer.
• In cases where the Customer requests that the maintenance and update is conducted through an alternative method apart from remote access, the costs which may arise due to expert/day rates in addition to the standard maintenance and support fees shall be covered by the Customer.
• Production data shall not be used in the test environment where the update and maintenance will be performed.asked/distorted copy of the production system data shall be used instead. Masked/distorted data shall be transferred from the production environment to the test environment on a monthly basis by the Customer. NEXT4BIZ may request a repetition of the data transfer for the resolution of the issue. In this case, the Customer shall perform the data transfer as soon as possible.
• In cases where additional requests and procedures apart from the maintenance and update procedures are required, such services are provided upon approval of additional costs based on NEXT4BIZ current expert daily rates by the Customer.

* “Next4biz” stands for the Product (software) for which maintenance/support services are provided, and “NEXT4BIZ” stands for Next4biz Bilgi Teknolojileri A.Ş.