Don't miss the next live stream on YouTube
The next session is on Friday 21st May at 16:00.
Subscribe and join our live Q&A where we demonstrate new features and show some tricks to make you a STOCKBOOK expert.

SUPPORT SERVICES ADDENDUM

Published date: 20 April 2021

Our Support Services Addendum sets out the standard requirements for using Our services and the related standards we are committed to delivering.

The Support Services Addendum, along with our Terms of Service and the Commercial Terms form the contract between You and Us in the use of SalesMaster’s services.

We provide the following support as part of the Subscription Services.

1. Service Security

We take security very seriously here at SalesMaster. We want You to have the confidence that We can be trusted with Your business data.

As part of our continued efforts to ensure all information entrusted to us is kept safe, we enforce tight controls for access to the system. We have minimum standards for our User credentials that ensure Users of the system create strong passwords. Usernames must be a valid email address that is associated to the domain of the Account. A ‘User’ must be a named individual; no ‘shared’ user access is permitted (to ensure audit trails within the system are effective). We also have auto-suspension in place to suspend Users that have not logged into the system recently. Auto-suspension should not, however, be relied upon by an Account to manage access to the system. It is the Account’s responsibility to remove Users in a timely manner when they no longer require access to the system.

We place strict controls over the access Our employees have to the data You and Your users make available via Our services. We are committed to ensuring that Customer Data is not seen by anyone who should not have access to see it.

We undertake regular external security testing to ensure Our high levels of security are maintained.

The environment that hosts the SalesMaster services maintains multiple certifications for its data centers in recognition of its industry leading level of security. For more information about their certification and compliance, please visit the AWS Security website and the AWS Compliance website.

We ensure that all data entrusted to us is encrypted in transit and at rest.

We store Customer Data at multiple locations in our hosting provider’s data centers to ensure availability. We have in place backup and restoration procedures, which allow recovery from a major disaster. Customer Data and our source code are automatically backed up nightly.

The treatment of You and Your users’ personal data is outlined in our Privacy Policy.

All attachments uploaded by Users are scanned to ensure they are free of both viruses and malware. We will not allow content to be uploaded that may present a security threat to the System; this is for the benefit of all Users of the System.

2. Service Availability

We are committed to ensuring the Subscription Service will have a minimum availability of 95%. This is measured on a 24 hour / 7 days a week basis. Independent third-party software is used to calculate our uptime metrics and will be relied upon for any dispute resolution. The availability includes scheduled and unscheduled downtime of the Subscription Service, but does not include any unavailability of isolated functionality within the Software.

We publish monthly service availability on our support page on a rolling 12-month basis.

3. Support Requests

SalesMaster provides support to all users of our service(s) within our core business hours (9am to 5pm, Monday to Friday excluding Bank Holidays).

Please email support@salesmaster.co.uk or call Us on 01908 650950 if You: are unsure how to locate, use or obtain access to any functionality; would like to suggest enhancements to the SalesMaster application; or would like to report issues with any functionality.

Your request will be recorded in our helpdesk software which is provided by an external third party supplier. Your information is stored in the EEA and is only visible to those persons who need to see it to provide the requested support.

4. Browser Compatibility

The Software operates most effectively on modern web browsers. Currently this is defined as Internet Explorer 11, Microsoft Edge, Google Chrome and Safari. We try to support all versions of these browsers that are still supported (i.e. if a version of Internet Explorer is de-supported by Microsoft it is no longer supported by the provider). This ensures that the web browsers using the Software are secure as identified vulnerabilities are still being addressed.

5. No Hardware Requirements

We do not stipulate the hardware required to access the Subscription Service. This is controlled through the browsers supported (i.e. if an operating system (OS) does not support the latest versions of their chosen browsers, the OS is no longer supported as a consequence).

6. Domains Required

To access SalesMaster and use the functionality to its fullest, you will need to ensure your IT department allow access to the following domains:

  • *.salesmaster.co.uk
  • maxcdn.bootstrapcdn.com
  • www.google.com
  • sm-platform-assets.s3.amazonaws.com
  • ssl.google-analytics.com
  • If You would like further information about why the SalesMaster application uses these domains, please email support@salesmaster.co.uk who will be happy to help.

    Please note these may change as the SalesMaster software evolves, but We will ensure You are notified in plenty of time so that You can add and/or remove domains accordingly. This page will reflect the domains required at that point in time.

    7. Cookies

    The use of Cookies on our external facing marketing website is outlined on www.salesmaster.co.uk with the ability to activate and deactivate the different types of Cookies used by the site (i.e. Strictly Necessary Cookies; Performance Cookies; and Targeting Cookies).

    The following statement relates to the use of Cookies within the SalesMaster platform (i.e. the subscription service we provide).

    In order to provision our high quality platform, we use Cookies to facilitate a number of actions, from our in-app messaging to analytics (which we use to assess how the application is being used). By subscribing to the Terms of Use (which encompass this Support Services Addendum) you are acknowledging and authorising the use of these Cookies.

    We are committed to ensuring this list of the Cookies enabled within our platform remains up-to-date to ensure you remain informed. In order to maintain a current list of enabled Cookies you acknowledge that this list will be updated on a ‘as and when’ basis. It is therefore recommended that you review this page periodically. The cookies in use within the SalesMaster application are split between first and third party.

    Cookie Name Host Type Expiration
    _ga salesmaster.co.uk HTTP 2 years
    Registers a unique ID that is used to generate statistical data on how the visitor uses the website. This is used for Google Analytics.
    _gat salesmaster.co.uk HTTP 1 day
    Used by Google Analytics to throttle request rate.
    _gid salesmaster.co.uk HTTP 1 day
    Registers a unique ID that is used to generate statistical data on how the visitor uses the website.
    _session_id salesmaster.co.uk HTTP Session
    Used for handling the logged-in state within the application.
    remember_user_token salesmaster.co.uk HTTP 6 hours
    Functionality for handling remember-me functionality within the application.
    collect google-analytics.com Pixel Session
    Used to send data to Google Analytics about the visitor's device and behavior. Tracks the visitor across devices and marketing channels.

    8. No Training Environment

    No access is provided to a training environment as part of these standard terms. It is therefore essential that all users granted access to Your Account, on Your authority, are competent to understand and enter information into the live system.