A system – a set of interrelated or interacting elements

System supply – the sale of products and items that comprise elements of a system and the provision of related services (e.g. implementation services).

System maintenance – the sale of products and items that replace, improve and/or expand elements of the delivered System and the provision of related services after the delivery of the System, particularly the removal of System defects (service), support (information) and implementation services of a smaller scale.

Project  –  a unique process consisting of a set of coordinated and controlled activities with start and finish dates, undertaken to achieve an objective conforming to specific requirements, including the constraints of time, cost and resources.

Item – any identifiable part of the System Supply or Maintenance.

System or item(s) acceptance – handover of the System by the Supplier and its takeover by the Customer including the mutual signing of the acceptance protocol.

System operation – live usage of the System to execute daily work tasks by the Customer.

System management – a system to establish policy and objectives and to achieve those objectives.

Information System – the complete set of computer programs, processes and relevant documentation and data designed for the Customer that provides the ability to fulfill and or set needs and objectives and the system environment, including hardware, necessary to the operation of these programs.

Target Solution Draft – a document created as a rule at the very beginning of the process of the delivery, proposing the required functionality of the target system, typically created on the basis of  prior analysis.

Data Conversion – a data transfer from the source System into the target System in automated i.e. computerized way (using Microsoft Excel in this case) especially

• ·         Files / lists: account schedule, goods/items, suppliers, customers
• ·         Account balance: opening balance, starting inventory, balance of suppliers and purchasers (for Microsoft Dynamics NAV).

Parameterization (also referred to as Set up) - a program set up of general parameters (not a programming procedure), especially the set up of modules and/or metadata and their system display. Initial setup of access privileges is considered default rights setting.

Bespoke Module (also Customer Specific Module) – SW module created based on an order of the Customer.

SW Upgrade – a delivery of a new (i.e. enhanced) version of the SW by the supplier to the Customer.

Defect – non-fulfillment of a requirement related to an intended or specific use A defect is the cause of a Failure.

IS failure (hereinafter referred to as a Failure) – internal manifestation of a defect when the System functioning differs demonstrably from the functioning described in the supplied documentation or evidently, does not function appropriately during the regular way of use and manipulation.

Removal of defects – the manner in which the supplier’s responds to defects that have been discovered at the Customer (ex. a change in configuration of the IS, changes in the parameterization of the IS, changes in the System program code etc…). In instances when the error is caused by standard software, the supplier will process a warranty claim with the software manufacturer. During the process of defect removal, the supplier may propose a temporary method for using the System to the Customer that will not restrict the operation/usage of the System and will not result in increased expenses for the Customer and the risk of additional defects.

Non-conformity in documentation – non-fulfillment of requirements (e.g. needs or expectations that have been set or are binding) for documentation.

Inquiry – the requirement for an answer to an inquiry after supplied System (according to supplied functionality) calculated on a 30 minute period.

Hot-line – communication, usually by telephone for a requested expert inquiry. It may or may not be dedicated to a given project.

Incident – any type of occurrence that is not an aspect of regular System operation and that causes or may cause an interruption to the operation of the System or decreased performance of the System. An incident has by rule two forms: identified failure or expert inquiry.

Problem – an unknown underlying cause of one or more incidents.

Ticket - record of an incident and its resolution including relevant communication such as an inquiry / order.

HelpDesk – supplier’s software tool (web portal) for ticket receiving, registering and processing.

Service Desk – supplier’s (or team’s) service resource for providing System Maintenance.

Credit – work of the supplier prepaid by Customer used to cover the solving of volume service maintenance.

Response time - the interval during regular hours of operation in which the supplier either solves the incident or assigns a specialist to solve it and informs the Customer about it.

Reaction time – the interval during regular hours of operation in which an assigned supplier's specialist starts to solve the incident.

Insignificant Failure of the System (hereinafter referred to as Common Failure) - the failure that makes it difficult to use the System at least for one user. The project manager on the side of the supplier and Customer will coordinate and take necessary steps to remove the defects that have caused an insignificant failure in the IS.

Significant Failure of the System (hereinafter referred to as Significant Failure) - the failure that makes it impossible to use the System for more than one group of users (users with the same access rights) System and restrains the Customer’s business activities. Information regarding the occurrence of significant failure in the System will be, without delay, escalated to the level of middle management on the side of both the supplier and Customer, who will coordinate and take necessary steps to remove the defects that have caused a significant failure in the IS.

Critical Failure of the System (hereinafter referred to as Critical Failure) - the failure that makes it impossible to use the System for all users of the System and jeopardizes the Customer’s business activities. Information regarding the occurrence of critical failure in the System will be, without delay, escalated to the level of executive management on the side of both the supplier and Customer, who will coordinate and take necessary steps to remove the defects that have caused a critical failure in the IS.