Software

SYSTEM REPORT - OUTSOURCING - PLATFORM

Service

Consulting, Implementation, Training

Security

ALL IN ONE SOLUTION - CONSULTANT - LICENSING - HARDWARE - SOFTWARE

SUPPORT CUSTOMER SERVICE

II. QUALITY ASSURANCE

  • 1> 3SS has the responsibility to provide THE BANK with training programs, technical consultation documents and services to ensure that the System can operate with the agreed quality in the conditions of configuration assurance, suitable environment and correct methods of use.

  • 2> Throughout the project process, 3SS has the obligation to provide THE BANK with the necessary reminders about the System’s operation and cooperate with divisions of THE BANK to have the necessary support for 3SS. If necessary, THE BANK will organize meetings between 3SS and related divisions of THE BANK to ensure good cooperation and ensure the progress and quality of the project.

  • 3>To ensure that the System’s operation meets technical standards, 3SS undertakes to perform free warranty service for the System for 12 (twelve) months from the date on which the two parties sign user acceptance test report of the System.
    Within the free warranty period stated above, 3SS undertakes to perform correction and patching free of charge for all arising errors of the System, in details as following:

    • Classification of errors:

      • Error class 1:

        • A defect or error of the System provided by 3SS:
          • Causing the whole currently running System to stop; and/or
          • Causing “Harmful effects” seriously affecting the performance of the working process of THE BANK. (A “Harmful effect” is defined as changes in database, potentials including: records, unfinished operations, incorrect calculations, incorrect database establishment. An Effect is harmful when data entrie

      • Error class 2:

        • A defect or error (beside Error class 1) of the System causing serious damaging problems to the normal functions of the System, affecting the use and/or disrupt the working process of THE BANK.

      • Error class 3:

        • A defect or error of the System, apart from error class 1 or class 2, as following:
          • A problem causing no harmful or serious effects to the working process of THE BANK;
          • A problem which has not disrupted the working process of THE BANK.
      • The warranty does not include remedying situations which happen because of reasons such as program or system errors which are not provided by 3SS, including: other program errors, system software, operating system software, network software, security software, Email Server, internet ,connect ,public key error, private key error, or errors due to environment, structures of network and transmission operation, and hardware errors which are not due to software or technical operations or any interferences of 3SS relating to the performance of this Contract or any prohibited, illegal or technically incorrect actions of 3SS, employees, agencies or contractors of 3SS. However, in this circumstance and all other circumstances of errors, 3SS still has the responsibility to cooperate parties or THE BANK to fix.

    • Response duration to support requests:

      • For errors of class 1 and class 2, 3SS has the responsibility to response to support requests of THE BANK within 04 (four) hours (indirectly via hotline or directly at headquarter of THE BANK according to requests of THE BANK) from the moment when THE BANK notifies, and must present remedial methods within 24 (twenty four) hours from the moment when 3SS receives error notifications from THE BANK.
        For errors of class 3, 3SS has the responsibility to response to support requests from THE BANK within 24 (twenty four) hours (indirectly via hotline or directly at headquarter of THE BANK according to requests of THE BANK) from the moment when THE BANK notifies, and must present remedial methods within 48 (forty eight) hours from the moment when 3SS receives error notifications from THE BANK.
    • c. If 3SS does not follow the response time to support requests as provided in Section (ii) stated above, THE BANK has the rights to hire another service 3SS to repair malfunctions and 3SS must reimburse THE BANK for all fees which THE BANK has to pay the other service 3SS as well as be fined 8% of Contract value. The reimbursement and fines must be paid by 3SS within in the time requested by THE BANK. If 3SS does not make timely payment, THE BANK has the rights to deduct from the remaining unpaid Contract value. In the circumstance that the remaining Contract value does not cover the payment, 3SS still has the responsibility to pay the deficit amount to THE BANK.
    • d. After the free warranty period as stipulated in clause 8.3 of this Article, if THE BANK City has a written request to continue 3SS service, the two parties will sign a separate maintenance contract or contract appendix for system if THE BANK needs. The terms and conditions of the maintenance contract will be agreed upon.
    • e. Within the maintenance period stated above, any party has the rights to unilaterally terminate the System maintenance service, however, the termination must be notified to the other party in writing at least 03 (three) months before the day on which termination is valid and in this circumstance 3SS has the responsibility to reimburse the maintenance fee paid by THE BANK respectively to the period of non – performed maintenance service (if any) within 03 (three) days from the day of maintenance service termination.

  • Definition of Emergencies:

    • In the event that a one-year limited warranty expires, THE BANK does not sign a maintenance contract of the contract value for the following year, the 3SS is not responsible for supporting to fix, ensure the system operates normally, update new version and higher performance, this system for THE BANK
    • In some cases, the THE BANK system fails not from the 3SS software provided. The THE BANK may require the 3SS to assist in the screening and checking all areas related to the information technology system to ensure that the THE BANK IT system is operating normally. This service will charge to the level and extent that the THE BANK would like 3SS to respond, serving at the time of arising out of dispatch 4113
    • In some cases, the THE BANK wishes to encrypt the data reported to the State Bank Vietnam annually, the THE BANK may require 3SS to encrypt all incoming and outgoing data to ensure annual data safety, ensure safely back up, reduce the risk of data content loss when data is lost, or limit risks when hackers attack data theft. In this case, THE BANK staff can only view this data when there are public keys and private keys. This function fee will be quoted and deployed upon request by THE BANK.
    • In case of The Bank wants to use other advanced services for the reporting system that 3SS provides in article III of appendix 1 of this contract.

  • Definition changes from the state bank’s requirement:

    • In the case, the state has been changed, additionally: at the same time for a year in the free insurance of 3SS. 3SS will support the update with the security and modified time is not over 12man day / year. Each the through security protection will be two authentication with text and email to support. All fields are supported from the second performance on UAT, will be processed from email: support@3ssolution.com.vn and always cc for duyentdat@3ssolution.com.vn and tech@3ssolution.com.vn
    • In some cases, the state has major changes, many architectural features, databases, data type definitions, dynamic stores, etc., change frequently, continuously, and total time. Fee for THE BANK after the date of UAT acceptance more than 12 days per year. It is called arising. Charge is XXX USD / day. The total time taken for each change depends on the complexity that the state enacted at that time