A service-level agreement (SLA) is a commitment between a service provider and the end user, here qualified as Dataloy Systems AS and the customers. On the SLA, particular aspects of the service – quality, availability, responsibilities – are agreed between the parties, as follows:
Dataloy Service Desk/ Support Hours
Support hours follow business hours with exception to Severity 1 incidents, which are handled 24/7 the whole year around.
For Severity 1 incidents both during and outside of business hours, register the support request at the Dataloy Service Desk and contact Dataloy support at +47 55 36 03 00.
Support Level Definitions
Upon registering a Support Request at the Dataloy Service Desk the end user will be asked, amongst other information, to choose the Severity level. NB! SLA applies to cases marked as Support Request only.
The severity level definitions are as such :
Severity Level | Description of Severity Level |
|---|---|
Severity 1 | A Severity 1 issue is a catastrophic production problem within Dataloy Systems software that severely impacts the customer's production systems or in which customer's production systems are down or not functioning, there is a loss of production data and no work around exists. |
Severity 2 | A Severity 2 issue is a problem within the Dataloy software where the customer’s system is functioning but in a severely reduced capacity. The situation is causing significant impact to portions of the customer's business operations and productivity. The system is exposed to potential loss or interruption of service. |
Severity 3 | A Severity 3 issue is a medium-to-low impact problem that involves partial, non-critical functionality loss. The issue impairs some operations but allows the customer to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to the customer's operation and issues in which there is an easy circumvention or avoidance by the End User. |
Severity 4 | A Severity 4 issue is a general usage question or issue that may be cosmetic in nature or documentation related. Dataloy software works without any functional limitation. |
Response Times
Severity Level | Initial Response Time | Follow-up Response Time |
|---|---|---|
Severity 1 | 1 hour | 4 hours |
Severity 2 | 2 business hours | 1 business day (8 business hours) |
Severity 3 | 4 business hours | 2 business days (16 business hours) |
Severity 4 | 4 business hours | 5 business days (40 business hours) |
Initial Response Time
The maximum amount of time between when a case is logged and is acknowledged and assigned to a Dataloy Support Agent.
Follow-up Response Time
The maximum amount of time between communications on an existing open case that has the status In Progress.
Business Hours
Monday - Friday 08-16 GMT+1 (except Norwegian public holidays).
Support Channel
All support enquiries must be registered at the Dataloy Service Desk and followed up accordingly, as described at Dataloy Support Process.
Introduction
Dataloy Systems require all VMS clients to have appointed dedicated Dataloy VMS Contract Responsible, Application Responsible and SuperUser/s. In addition there may be other roles internally with the customer (se bottom of page on roles).
The people in these roles must have full knowledge of usage and understanding of the Dataloy VMS across the organisation. They will be the main point of contact between the users and Dataloy and information will be sifted both ways through these persons and dispersed effectively.
However, this requires the roles to be acknowledged in the client organisation as important and the roles will take some time away from the main job of the applications responsible and superUser/s. Dataloy Systems will focus on communicating with these persons with regards to information and training-needs. Dataloy will also work to identify gaps to work on for the client to get the fullest out of the VMS usage.
There are several ways of keeping up to date on development of the Dataloy VMS and other types of information:
Contract Responsible
The responsible on the customer side for the commercial contract between the customer and Dataloy Systems. The one signing the quote and thereby the commercial agreement between the parties.
A Contract Responsible should preferably subscribe to the Dataloy Blog.
Application Responsible
All Dataloy customers need to have one Application Responsible (AR). If there are many users or several departments, more than one should be considered. The AR's are VMS SuperUsers and in addition the contact between VMS users in an organisation and Dataloy Systems.
The AR holds an important position in terms of the efficiency in using Dataloy VMS or the customer. The AR needs to be elected with great care and the person in question should really want and hold interest in the position.
The AR's should be able to manage and aid other users and to create an internal system for solving different user problems.
The Application Responsible is also the person responsible for communicating any kind of improvements to Dataloy Systems (system and other).
The Application Responsible is responsible for updating the customers contact data towards Dataloy (all Roles, business and invoicing details).
The Superuser should subscribe to the Dataloy Newsletter and specifically the Release Notes.
SuperUser/s
Criteria:
Dataloy VMS is a system that holds such an important part of the working day for most of the users, which requires that the SuperUser/s should be very knowledgeable.
SuperUser/s should be selected amongst their peers. This will ensure that the selected SuperUser will relatively easy understand the problems that users might have. Preferably a SuperUser should be a person towards whom other people already often turns to for assistance. A SuperUser should be someone who uses (is going to use) the VMS daily and is interested in getting the most out of the system.
The Superuser should subscribe to the Dataloy Newsletter and specifically the Release Notes.
IMPORTANT: If a client has several geographical locations Dataloy Systems recommends that there be at least one SuperUser at each location. Local managers is not always the best choice, as they may be too busy and not always available.
Skills:
SuperUsers must be more proficient in using Dataloy VMS than those they are going to support.
In addition in having above average computer skills, the SuperUsers should also hold a skill in guiding and teaching others. Helping others carrying out tasks instead of pushing the buttons for them is a basic principle for guiding people who struggle with computer systems.
User
A User is a VMS user but has no more administrative responsibility.
A User should subscribe to the Dataloy Blog and preferably the Release Notes.
Other Roles
Non-user
A non-user is a person who is using the VMS, not necessarily operationally but still important for the customers business to have access.
A non-user should preferably subscribe to the Dataloy Blog.
Integration user
When using the API and having integrations, the integrated system will be created as a user with a dedicated name for the integration/s.
The integrator role should minimum subscribe to the Release notes.
Number of VMS users | Client Category | No. of Superusers | No. of Application Responsible |
|---|---|---|---|
1 - 15 | Small | 1 | 1 |
16 - 35 | Medium | 3 | 1 |
36 - 75 | Large | 5 | 2 |
76 + | Enterprise | 8 | 3 |
Communication
The Application Responsible (AR) is in charge of communicating user problems to Dataloy Systems.
Examples of Generic Issues | How to Get Help | By Whom? |
|---|---|---|
A User does not know how to do the next step a VMS process |
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The result of an action is not as expected |
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Dataloy VMS is down for everybody on the organization |
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Training of a new VMS user |
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Search the Dataloy Knowledge Base | ||
Support
Please see: Dataloy Support Process.
1. END USERS ACCEPTANCE OF THIS AGREEMENT
This End User Agreement (the "Agreement") sets forth the terms and conditions governing purchases of products and/or services from Dataloy Systems AS ("Dataloy").
By allowing the "I agree to the terms and conditions of the End User Agreement" box to remain checked, or by installing or using Dataloy products or hosted services, End user agrees to be bound by this Agreement. If you do not agree to this Agreement, then uncheck the "I accept" box and do not install or use the Dataloy products or services.
For the purpose of this Agreement, "End User" means (i) either you as an individual or (ii) your company, if you are using Dataloy products or services in your capacity as an employee or agent of a company. You identify the specific "End User" during the registration process.
Dataloy may from time to time modify this Agreement and any referenced policies or other documents. Such modifications shall be published on Dataloy's website (Dataloy Support) and shall be legally binding for End User as from the date of the first yearly renewal thereafter of the mandatory Maintenance and Support Agreement entered into by End User pursuant to Section 8 below. In order to keep track of such possible modifications, End User shall be obliged to check all relevant documents prior to each yearly renewal of the Maintenance and Support Agreement.
2. DEFINITIONS
”Agreement” shall mean this End User Agreement with incorporated references.
"Affiliate" shall mean any entity which End User directly or indirectly controls, through 50% or more voting control.
“Dataloy” means Dataloy Systems AS, a company duly registered under the laws of Norway, with company no. 984 316 453 and address Halfdan Kjerulfsgate 4, 5017 Bergen, Norway
“Date of Delivery” shall mean the day that the Licensed Software was received by the End User or made available to End User online by Dataloy as a Hosted Service.
“Documentation” shall mean user manuals and other published specifications related to the Licensed Software.
“End User” shall mean the company (or individual) purchasing Dataloy Software or Hosted Services and thereby submitting to the terms and conditions of this Agreement.
“Error” shall refer to the Licensed Software or part of the Licensed Software that does not operate in conformity with Dataloy's user manuals found in the Dataloy Knowledge Base.
“Hosted Services” shall mean any Software or service purchased by End User as a hosted service hosted by Dataloy, which among others may include online/on-demand versions of Licensed Software, mere hosting services, etc.
“Intellectual Property Rights" shall mean all and any intellectual property rights arising under statute, regulations, ordinance, common law, treaty, convention or otherwise, and whether or not vested or inchoate, including, without limitation patents and inventor's rights, copyrights and neighbouring rights, trademark rights, design rights, rights to trade secrets and Confidential Information, know how, etc.
“License” shall mean the limited usage right to the Licensed Software and/or Hosted Services granted to End User according to Clause 4 below.
“License Fee” shall mean the up front fee(s) payable by the End User for the right to use the Licensed Software and/or the Hosted Services according to the prices specified in the Price List in effect at the time of purchase.
“Licensed Software" shall mean the Software purchased by End User, either as a software product or a Hosted Service, through placement of order(s) as prescribed in this Agreement, including all updates, revisions, modifications, bug fixes, and new versions and releases thereof rightfully received by End User. Purchases are made by End User through submission of Dataloy's online order form and confirmed automatically through order confirmations generated by Dataloy.
“Maintenance and Support Fee” shall mean the yearly maintenance and support fee to be paid by End User, in addition to the License Fee, as long as the End User subscribes to Dataloy's Maintenance and Support Services.
"Maintenance and Support Services" shall mean such maintenance and support services as described in Maintenance and Support Services.
“Price List” shall mean Dataloy's standard price list at any time, stating the license fees (prices) related to Software products and Hosted Services. All prices are stated ex VAT and other applicable fees and taxes.
“Software" refers to any object code computer program or plugin included in the software suite offered by Dataloy at any time.
“User” shall mean any individual person rightfully authorised by the End User to use the Licensed Software in accordance with this Agreement.
3. EFFECTIVE DATE
The Agreement is effective as of the date when an order placed by End User is confirmed by Dataloy through an automatically generated order confirmation sent to the e-mail address stated by End User in the online order form ("Effective Date").
4. GRANT OF LICENSE
Dataloy grants to End User, and End User accepts, a nonexclusive, nontransferable and non-sublicenseable right to use Licensed Software and/or Hosted Services, in accordance with the terms and conditions of this Agreement and with the restrictions contained in this Clause 4 and in Clause 8 below (regarding mandatory Maintenance and Support Services).
The License is restricted to use of Licensed Software and/or Hosted Services only by authorised Users. End User will be allocated one admin-User, who may create new Users within End User according to End User's needs at any given time. The License Fee will be calculated per User, and Dataloy will invoice End User based on the actual number of Users at any given time. End User shall be responsible for all Users' compliance with this Agreement.
A License purchased by End User is valid for the End User itself and any Affiliate of the End User. The License grants End User the right to run the Licensed Software from one single server environment, either at a location chosen by End User's or, when purchased as a Hosted Service, from a server chosen by Dataloy.
End User may make a limited number of copies of the Licensed Software to the extent such copying is strictly necessary for data protection, archiving, backup, and testing purposes. Other copies shall not be made.
The License covers the License Software and/or Hosted Services as is at the Date of Delivery in addition to the updates, revisions, modifications, bug fixes, and new versions and releases thereof issued during the contract period.
Upon receipt of the License Fee, Dataloy shall furnish End User with the keys and passwords needed to gain access to the Licensed Software and Hosted Services.
End User may not reverse engineer and/or compile or disassemble the Licensed Software. Under no circumstances shall the Licensed Software be used by End User to generate or tune alternative models, correlations or numerical solutions to the Licensed Software. The End User is not entitled to make any modifications to the Licensed Software. Any modifications made to the Licensed Software will terminate any duty of Dataloy under warranties and Dataloy's obligation to provide Maintenance and Support Services and will be regarded as a material breach of the Agreement.
5. LICENSE FEE
In consideration of the License granted to End User under this Agreement, End User shall pay the License Fee specified in Dataloy's order confirmation within the time-limit specified therein.
6. OWNERSHIP OF SOFTWARE AND HOSTED SERVICES
All rights, title, ideas, know-how, techniques and interest in and to, and all Intellectual Property Rights in and related to, the Software and the Hosted Services and databases and collections of business sensitive data contained therein, including any improvements or modifications made to the Software and Hosted Services during the term of this Agreement, are and shall remain owned solely, exclusively and in its entirety by Dataloy, its successors and assigns. Nothing in this agreement shall be held or interpreted as transferring any such proprietary rights to End User.
7. CONFIDENTIAL INFORMATION
For the purpose of this Agreement, "Confidential Information" shall mean any information and/or data in any form, whether tangible or intangible, which is disclosed to one party to this Agreement (the "Receiving Party") by the other party hereto (the "Disclosing Party") irrespective of the mode or medium by which same may be communicated, and which (a) is defined or designated as such under any provision of this Agreement and/or any other obligation of confidentiality between the parties or (b) consists of any of the following: (i) any and all object or source code of the Licensed Software, (ii) all cryptographic algorithms, all trade secrets and all business sensitive information (including but not limited to harbour- and distance data) embodied in the Licensed Software, and (iii) all customer lists, business plans, sales forecasts, and financial data of the End User or Dataloy. Notwithstanding the foregoing, "Confidential Information" shall not include any information, data and/or intelligence which: (i) is already known to the Receiving Party at the time the Receiving Party receives the information from the Disclosing Party; or (ii) is or becomes publicly known through no wrongful act of the Receiving Party; or (iii) is rightfully received by the Receiving Party from a third party who does not owe a duty of confidentiality to the Disclosing Party; or (iv) is or was independently developed by the Receiving Party prior to disclosure to the Receiving Party by the Disclosing Party; or (v) is or has previously been disclosed by the Disclosing Party to a third party other than on a confidential basis; or (vi) the Receiving Party is required by law to disclose, provided that the Receiving Party exercises its best efforts to provide the Disclosing Party with prompt prior written notice and an opportunity to contest such disclosure and discloses such Confidential Information only as and to the extent required by law; or (vii) is approved for disclosure and/or use by prior, express written authorisation from the Disclosing Party.
The parties shall use the other party’s Confidential Information only for the purposes of, and in performance of their rights and obligations under, this Agreement. The parties shall as a minimum treat the Confidential Information in the same manner as they, or any diligent person, protects its own Confidential Information. The End User is permitted to disclose the Confidential Information to its employees and independent contractors on a need to know basis, provided that such employees and/or independent contractors have signed a written confidentiality agreement including the same terms as stated in this Agreement.
The End User shall be responsible for, and shall indemnify and hold the Dataloy harmless from, any damages, expenses or costs resulting from unauthorised disclosure of Confidential Information.
The End User shall:
Inform its personnel of the duties, rights and obligations under the Agreement
Keep a list of all copies (including backup copies) of the Licensed Software and their location of archive
Protect the Licensed Software against any action from its own personnel or others that could lead to breach of the Agreement.
The provisions of this Section shall survive termination of this Agreement for so long as the Confidential Information remains confidential.
8. MAINTENANCE AND SUPPORT SERVICES
End User shall be obliged to purchase Maintenance and Support Services from Dataloy for all Licensed Software and Hosted Services covered by the License. Maintenance and Support Services are governed by Dataloy's standard terms and conditions available in the Maintenance and Support Services description. End User's License to use the Licensed Software and Hosted Services or any parts thereof according to this Agreement expires as of the date when the End User terminates it's subscription to Maintenance and Support Services.
All prices may be revised by Dataloy from time to time, usually influenced by consumer price inflation.
9. TRAINING
End User should ensure that its Users have a basic understanding of the capabilities and limitations of the Licensed Software and Hosted Services. All Users need the necessary training and competence to perform the work associated with the use of the Licensed Software and must study the relevant Dataloy user manuals found in the Dataloy Knowledge Base.
The End User will appoint a sufficient number of superusers to be trained by Dataloy before start using the system.
Dataloy will discuss with End User if on-site or remote training is most suitable using Dataloy’s standard conditions for such services.
10. TRANSFER RESTRICTIONS
End User may not transfer this Agreement to any third party or grant any sublicenses without the prior written approval of Dataloy. Licensed Software cannot be moved to a different site without the prior written approval of Dataloy. If assistance in transferring the Licensed Software to another computer is needed, assistance will be charged according to the Dataloy’s standard consulting rates.
11. MARKETING
Dataloy may include End User’s company name in a list of Dataloy customers and Licensed Software users. In addition, Dataloy may publicise the existence of this Agreement.
Upon Dataloy’s reasonable request, End User will provide Dataloy with electronic versions of End User’s company logo, product logo(s), and product shots. End User agrees that Dataloy may use these items in its literature and advertising.
12. TERMINATION
The License commences on the Date of Delivery and will, until its expiration, not terminate provided that End User complies with the provisions of this Agreement.
If one party breaches its payment obligations, goes bankrupt, or seeks bankruptcy protection, or in other ways materially fails to fulfil its obligations according to this Agreement and fails to rectify this non-fulfilment within sixty (60) calendar days of receiving written notice from the other party, the other party may with immediate effect terminate the Agreement.
If the End User does not pay any amount due within agreed time, Dataloy is entitled to interest on late payments at one (1) per cent per month on the balance due. If payment is thirty (30) calendar days overdue, and End User fails to rectify this non-fulfilment within thirty (30) calendar days of receiving written notice from the Dataloy, the Dataloy have the right with immediate effect to terminate the Agreement.
End User may terminate the Agreement upon three (3) months prior written notice.
Upon lawful termination of the Agreement, the End User shall immediately cease to use all Licensed Software and Hosted Services and return all copies of the Licensed Software, Documentation and hardware key(s) covered by the Agreement to the Dataloy.
The End User shall inform all of its relevant personnel that the Agreement has expired. The End User shall inform Dataloy in writing when the End User has completed his obligations on termination. The End User's obligations shall be fulfilled and notice shall be sent within fifteen (15) calendar days after termination.
13. EXTENSION OF AGREEMENT, ETC.
The End User may request additional licenses by adding additional Software to the Licensed Software and by increasing the number of authorised Users. For such additional licenses, separate order forms must be submitted and End User shall pay additional License Fee(s) according to the Price List. Such additional licenses, when activated (through actual use), will also increase the Maintenance and Support Fee(s). All additional licenses are subject to the terms and conditions of the Agreement.
The End User may deactivate and reactivate its authorized Users at any time, but shall at all times have at least two – 2 – active Users. After expiry of the first year of the contract period, End User shall only pay Maintenance and Support Fee with respect to active Users at any given time. A User shall be deemed to be active when actually using the Licensed Software. Dataloy will each month collect information about the number of active Users within End User, to be used as basis for the calculation of the Maintenance and Support Fee.
14. WARRANTY
Dataloy warrants that it has all necessary rights to grant the License granted under this Agreement, and the End User's use of the Licensed Software will not infringe any copyrights or other protected rights of any third party.
The Licensed Software is delivered “as is”, and Dataloy warrants that the Licensed Software will perform in accordance with the User Manual. Dataloy does not guarantee that the Licensed Software will work without interruptions or errors.
Dataloy makes no warranties, expressed or implied, including without limitation, any warranties of merchantability or fitness for a particular purpose, and all such other warranties are hereby disclaimed and excluded by Dataloy.
15. LIMITATION OF LIABILITY
In no event regardless of any negligence shall Dataloy be liable for any consequential, incidental, indirect, special or consequential damages, including but not limited to any lost revenue, profits, investments, data, use or lost savings arising out of the use or inability to use the Licensed Software or Hosted Services even if Dataloy has been advised of the possibility of such potential loss or damage. Any liability for damages arising out of this Agreement shall in no event exceed the amount received by Dataloy from End User with respect to the particular transaction that gives rise to the liability, exclusive Maintenance and Support Fee(s), and value-added tax.
16. INDEMNITY
Dataloy will defend, indemnify and hold the End User harmless against any claim stating that the Licensed Software is violating any third party copyright or patent enforceable in the European Economic Area (the member states of the European Union, Norway, Iceland and Lichtenstein) or the United States of America provided that:
The End User promptly notifies Dataloy of the claim,
Dataloy has sole control of the defence and all related settlement negotiations,
The End User provides Dataloy with all necessary assistance, information and authority to perform the above.
If Dataloy believes that the Licensed Software is likely to be subject of an infringement claim it may elect to replace or modify it to make it non-infringing or terminate the Agreement on six (6) months written notice to the End User. If Dataloy terminates the Agreement, the End User will be given a pro rata credit for any prepaid maintenance and License Fee for the part of the year of termination which the End User cannot make use of the Licensed Software.
Notwithstanding the foregoing, Dataloy's indemnity obligations under this Clause 16 shall under any circumstances be limited to the total amount invoiced to End User by Dataloy under this Agreement during the last twelve (12) months prior to the day when the indemnity claim was raised by End User.
17. EXPORT LAW ASSURANCES
The End User warrants that neither the Licensed Software nor any other technical data received from Dataloy, nor any direct product thereof, will be shipped, transferred or exported, directly or indirectly, to any country in violation of the governing law of the Agreement.
18. FORCE MAJEURE
In the event that a party is delayed or hindered in the performance of its obligations hereunder by force majeure, the Agreement shall be suspended until the cause thereof has ceased. Should an incident of force majeure last longer than three (3) months, either party shall have the right to terminate the Agreement giving the other party thirty (30) calendar days’ written notice.
19. TAXES
Fees listed in the Agreement or the Price List do not include taxes. Any sales, use, property, value-added or other taxes or duties based on the License granted or services rendered under the Agreement or on the End User's use of the Licensed Software, shall be assumed and paid by the End User.
20. ENTIRE AGREEMENT
This Agreement embodies the entire contract between Dataloy and End User and shall supersede and replace any previous agreement, written or oral, with respect to the subject matter of this Agreement.
21. GOVERNING LAW
The Agreement shall be construed and interpreted in accordance with the laws of Norway.
22. ARBITRATION
Any dispute between the parties that may arise in connection with, or as a result of the Agreement and which cannot be settled by mutual agreement shall be settled by arbitration proceedings. The parties accept the Oslo Chamber of Commerce arbitration institute as the proper legal venue for any settlement of such disputes. Any documentation presented to, and any proceedings before, the court shall be conducted in English language, and no ruling of the court shall be public.
23. NOTICES
All notices to Dataloy to be given under this Agreement shall be in writing and shall be delivered personally or sent by airmail, by electronic mail, or by fax to the address set out Dataloy's order confirmation or to such other address as may from time to time be notified to End User.
Support Management Routines
Upon encountering an issue with Dataloy software, visit Dataloy's ever extensive and ever growing VMS Knowledge Database. If the answer cannot be located, please contact a designated VMS SuperUser or Application Responsible at your company. If the Super-User/Application Responsible cannot provide an answer, they can submit a support request at support.dataloy.com.
The support request must contain:
a short description in the Summary field
a description of the issue/query
a description of what was attempted when the problem was encountered
any relevant attachments (screenshots, error message, etc.)
a correct severity (ref severity levels: Service Level Agreement (SLA))
A confirmation e-mail will be sent upon receipt. The issue is then assigned to a Support Agent who will be in charge of helping the Reporter. A Developer will be in touch if more information is needed to solve the problem. If needed the User will be invited to a short web session so that the Support Agent can share the User’s screen/s. The answer/solution will be sent to the Submitter to share.
This method of handling support is efficient as all needed information can be collected immediately, instead of for example via telephone (where information can get lost). It also provides the opportunity to set correct priority on incoming support issues. For major issues of downtime or very complex problems telephone communication can be used. The support routines apply equally to all clients worldwide.
Introduction
The Dataloy End User Agreement states that the End User shall be obliged to purchase Maintenance and Support Services from Dataloy for all Licensed Software and Hosted Services covered by the License. Maintenance and Support Services are governed by Dataloy's standard terms and conditions as described in this document.
The Maintenance and Support Services are divided into General Maintenance and Support as defined below.
General Maintenance
The End User is entitled to update versions of the Licensed Software as replacement for the previous versions. The updates will consist of error corrections and other improvements to the Licensed Software according to Dataloy’s policies. Dataloy Systems A/S will provide update and maintenance and support services for the Licensed Software as further specified in this document.
Dataloy Systems A/S will upon an End User’s request investigate erroneous behaviour of the Licensed Software, and when possible suggest corrective or work around solutions to the problems. Requests will be handled in accordance with the Service Level Agreement (SLA).
Specific assistance to End User outside the scope defined in this section will be charged at Dataloy Systems’s standard rates plus expenses.
Support
The End User is entitled to a reasonable amount of technical support related to the use of the Licensed Software. Technical support is limited to email support and telephone support from Dataloy’s office in accordance with the Service Level Agreement (SLA).
Technical support calls are accepted on any release for two years after a subsequent release occurs. Please refer to Dataloy VMS Release Cycle for information about Dataloy Systems's release policy.
Specific assistance to End User outside the scope defined in this section will be charged at Dataloy’s standard rates plus expenses.
When a new release is available which according to Dataloy contains correction of errors reported, the End User cannot demand corrections to be made in the Licensed Software currently installed on End User's equipment provided that Dataloy makes the new release available and free of charge.
Support Includes | Support does not Include |
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Fee
For regular Licenses an automatic prolongation of the maintenance and support services described herein will take effect each year, unless terminated in accordance with the Termination clause of the Dataloy End User Agreement. The annual fee for the maintenance and support services is governed by the prevailing Price List as defined in the Dataloy End User Agreement. Prices are adjusted annually.
Terms of Payment
The maintenance and support fee will be invoiced once per year at the start of each maintenance period and payment is due one (1) calendar month of receiving the invoice. If additional licenses of an existing licensed product is purchased, the fee for the maintenance and support services will be invoiced up to the date of the start of the original maintenance period and thereafter invoiced yearly.
To add a bunker order for charterers or owners account please create a bunker order as usual, including the following steps: press the 'arrow', expanding the window to view all available fields, as pictured below:
Then choose the correct business partner from the dropdown list in the fields Bunker Account Of and Bunker Paid By. Fill in all the necessary remaining fields and press Confirm.
The supplier field should remain empty.
Users with Master Release 2.4 and higher, will be able to access the Broker Contributor app. This app works well on mobile as well as desktop and tablets. The application will be available from the following url:
<yourcompanyname>.dataloy.com/bc
Once logged in, the user will see a list of the latest commissions. A few key details will display, including the number of brokers contributing to each commission (top left of the cards). The user is also able to filter on the number of contributors.
Once the user selects a commission, the commission drawer is shown, displaying more details about the commission. At the bottom of the drawer is the list of broker contributors, and the user can modify this by adding new, modifying or removing contributors.
To add a new contributor click the blue plus button located at the top right corner of the table.
To modify an existing contributor click the row for that contributor
Make the desired changes in the contributor modal and click confirm. If the total does not equal 100%, the application will respond with a warning that the required total has not been met. The changes will be saved once this has been rectified.
When a voyage is frozen in VMS, the system will look for the Responsible Charterer on the voyage and set this as the default commission contributor. If this field is not set when the voyage is frozen, the user that freezes the voyage will be set as contributor.
We have updated our Mobile Voyage Estimator application with a new feature that allows you to add optional voyage calculations to an existing voyage estimate. The main goal is to give users the ability to make reverse TCE calculations for better market benchmarking, which will make evaluating various chartering options more efficient. To start using it, tap/click the Optional Voyages button on the voyage details page.
First, you will see a summary of the base voyage calculation. Let’s consider this a voyage estimate that you have just worked on. In many cases it takes time before you can freeze a voyage and reach an agreement with your business partner, and in order to negotiate a better freight rate you often need to run some reverse TCE calculations. To quickly make some calculations based on the current estimate you can add optional voyages to play around with different parameters and freight rates. Let’s go through an example get a better idea of how this works. Tap/click Create New Voyage to add a new optional voyage. Let’s add two optional voyages to get more flexibility.
The two new optional voyages are created using the same parameters as your base voyage. In both cases the discharge port is Tokyo and the freight rate is $54.595/MT.
Once you add a new optional voyage you will be able to change the TCE and run reverse calculations.
However, before changing the TCE you should update any of the input parameters for the added optional voyages, otherwise the result will not change. Let’s change the discharge port for the first optional voyage to Osaka and Fukuoka for the second. This will trigger a reverse calculation for both optional voyages using the new discharge ports and the current TCE of $14,266.67.
Now, let’s consider that with the current TCE result of $14,266.67 this voyage would not be profitable enough and you need to negotiate a better freight rate. Based on previous experience you know that if the TCE could be increased to $20,000 it would be good enough to proceed. Let’s update the TCE to get new freight rates for both optional voyages and the base voyage.
The system will reverse calculate the new freight rate using the new TCE value of $20,000. The new freight rates are $69.207/MT and $68.684, respectively. It’s important to note that you can always go back to the voyage details page and update a parameter on the base voyage (e.g. broker commission). The system will return a new TCE result for the base voyage and the new TCE result will be used to recalculate all optional voyages to match the new TCE.
Press the blue button, located bottom right, to get to the top and see the result changes.
If you go back to the optional voyages page all optional voyages are updated using our previously set discharge ports. Please note that your optional voyages will not be saved in the system and if you refresh the page all optional voyages will be lost.
We have written a separate blog post to cover the list of all recent updates to the Mobile Voyage Estimator. You can find it here.
In early 2018 we released the Mobile Voyage Estimator, giving you the ability to review and make changes to voyage estimates on tablets and smartphones. To make the workflow even more efficient we have made some changes to the existing functionality and added some new and exciting features.
Changes to the existing functionality:
You are now able to edit the Waiting Days, Load Port, Discharge Port, and Various Cost on the voyage details page to make your estimates more accurate.
In order to make it easier to manually verify estimated fuel consumption, you can now see the FO, DO, FO LS, and DO LS consumptions in the Bunkers section of the voyage details page.
We have added a loading bar and a loading icon that will show you the progress of each update that you make. This will give you a better indication of when the system is working to process a request.
New features:
To make it easier to work with simple voyage calculations, you can now create new voyages and immediately edit the voyage data. To do that, login to the application and tap/click the Create voyage button on the home page.
Add a vessel, load port, and discharge port. Then tap/click Create. If you’re working on a desktop/laptop computer you can use the tab key to move between fields and the enter key to create the voyage. Once you hit Create you will be redirected to the voyage details page where you can view and edit the necessary details.
In addition to viewing the TCE result you can now edit and run a reverse TCE calculation for your voyage. This will allow you calculate the freight rate based on a given TCE result for better market benchmarking. To run the reverse calculation, place the cursor on the TCE value:
Enter the desired TCE result and tap Done or click outside the input field (in case working on a desktop/laptop computer) to start the reverse calculation.
A major new addition to the feature list is the ability to add optional voyage calculations on several alternative discharge ports, which will make it easier to evaluate various options. To explain this in more detail we have created a separate blog post which you can find here.
See a live view of your vessel schedule on mobile or desktop using Online Vessel, our latest web-application. As a Master/Captain, your account will be connected to your vessel, and once logged in the application will automatically display the vessel’s schedule. This application will be available for customers with Master Release 2.4.
In this first version, users will be limited to viewing the schedule. The schedule includes all future port calls as well as historical port calls dating back one month. The current/next port call is highlighted.
To get started using the current version of Online Vessel, we are required to create a connection between the specific user and the vessel schedule. This will be customizable for the users in the future.