Scope
blyCloud provides the hardware, software backups, Microsoft® windows operating systems, Microsoft® windows updates, related to the operating systems on which the ERP, CRM, and certified applications on blyCloud are residing. Application and support for non-infrastructure support are not included in blyCloud hosing support and are billable events.1 The examples below outline scenarios which would constitute areas that are billable beyond this hosting agreement.
Troubleshooting and General Support Services
Requests and tickets for troubleshooting and general support MUST be submitted directly by the authorized user. blyCloud does not recognize outside organizations, and therefore, requests from a third party will be rejected.
blyCloud support defined in the blyCloud agreement covers the following:
- Infrastructure
- VM hosting
- OS
- Backups
- Infrastructure and Operating System security (user password resets)
- For user modifications, see Modifying Users and Vendor Access section below.
- Security
- Support
- You can contact blyCloud support by phone or by email:
- The Help Desk is available:
- Monday-Friday 6am-8pm ET live answering
- Monday-Friday 8pm-2:30am ET voicemail
- Saturday-Sunday 8am-10pm ET voicemail
- You can expect the following response times:
- Help Desk: 45 minutes
- Phone: 90 seconds (Monday-Friday, 8 AM-5 PM PT)
- Email: 15 minutes
The following is a non-exhaustive list of topics not supported in the blyCloud hosting agreement1:
- Windows updates that cause issues with hosted applications
- Network connectivity between Client’s PC/servers and third-party applications and the hosted environment
- Installation of Parallels
- Client-side VPN configuration
- Drive space maintenance\mitigation
- Identification\recommendation\communications to resolve issues around local personal computer support including:
- Printing
- Parallels client installation
- Parallels client configuration
- Application permissions and security
- Project management
- Environmental change management.
- Business application or performance issues related to:
- Applications
- Infrastructure
- Business application support services includes, yet not limited to:
- ERP
- CRM
- Third-party add-ons
- Batch files
- SFTP
- Business Intelligence tools
- Microsoft Office Suite®
- Microsoft Office Suite® add-ins and advanced configurations
- Microsoft M365 (formerly O365)
- Application architectural changes with hosted applications
- SSL Certificates
Authorized Hosted Software
Blytheco offers best-effort support and support-facilitation for Third-Party Software. Only software listed in the signed SOW is authorized to be installed.1 For authorization of additional hosting requests, send an email with pertinent information to blycloudsupport@blytheco.com. The software will be evaluated for compatibility with your hosting solution.
It is the responsibility of the Client to provide adequate license keys, instructions, documentation, or supply direct contact with the software vendor to address all concerns by Blytheco prior to performing any work.
Unintended Use
To keep hosting costs affordable, the system is designed to support ERP and CRM environments only. The hosted environment should not be used for non-typical usage such as but not limited to:
- Web browsing not required for hosted software operations
- Video and music streaming, such as social media sites not related to business activities
- Email clients
- Gaming
- Unusual file transfers
Troubleshooting performance-related issues caused by these activities will be billed under general support.¹
blyCloud Infrastructure
Parallels Technology for Remote Access / HTML5 browser-based access provided.
Service fees may apply when additional resources are required. Examples include:
- Additional Resources (CPUs, RAM, additional drive/storage space)
- VPN
- Restoring folders from back up
Client is responsible for maintaining Client Access Licenses (CALs) and operating system licenses used in connectivity with the blyCloud hosted environment.
Disk Space Warning
When a disk drive approaches near full level, a notification will be sent with instructions to evaluate and clean up stored data.
Disk drives that reach a critically full level will automatically be increased in size permanently to prevent system outage. Additional disk space will be added to your monthly or annual fee.
Maintenance Window
A maintenance window will be provided to implement the change.
Modifying Users and Vendor Access
Users also include vendors who need access to the system to perform task such as but not limited to configuring, installing, upgrading and/or trouble shooting issues with the vendors software. This includes, creating, updating permissions, swapping, or removing users. For user modification requests, email blyCloudUsers@blytheco.com.2
Adding a User or Vendor
- Billed for the full month in which the user is added
- Recommendation: Add users at the beginning of the month to derived full value
The Client billings would be as follows:
| User Account |
Month 1 |
Month 2 |
Month 3 |
| User 1 (Amy) |
Added |
Removed |
|
| User 2 (Bill) |
|
Added |
|
| Results |
Billed for 1 user |
Billed for 2 user |
Billed for 1 user |
Removing a User
- Billed for the full month in which the user is available in the system
- Recommendation: Remove users prior to the end of the month to avoid charges the following month
Swapping Users
- If a user is swapped during the month, the previous user that was removed is billed at the full month’s amount.
- The replacement user added will also be billed for the full month in which it is added.
- This will result in 2 users billed in the month in which they were swapped.
- Assuming no user swaps, adds, or deletions the following month, then only 1 user account would be billed the following month.
Example: The example below shows how billings would work in the following scenario.
- The client has 1 user, Amy, provisioned in blyCloud in the 1st.
- The client removes Amy in the 2nd month and adds Bill.
- The client does not make any changes in the 3rd.
Overdue Invoices
- blyCloud invoices aged more than 30 days past due may result in deactivation of the hosted environment.
- blyCloud invoices aged more than 60 days past due may result in the purging of data on the hosted environments including backups
1 Areas not supported by the blyCloud hosting agreement will be billed based on your rates as defined within your Master Services Consulting Agreement (MSCA) or separate support agreement.
2 Additional charges may be applied for processing requests.
