Published date: 09 November 2018
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.
We take security very seriously here at SalesMaster. We want You to have the confidence that We can be trusted with Your business data.
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.
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.
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 email@example.com 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 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.
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.
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).
To access SalesMaster and use the functionality to its fullest, you will need to ensure your IT department allow access to the following domains:
If You would like further information about why the SalesMaster application uses these domains, please email firstname.lastname@example.org 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 requiring whitelisting at that point in time.
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.