Software & Support Services Policy

Cristal International Standards use the innovative E-Cristal online tool to develop a fully integrated management system that is equally applicable to one location or to one thousand. E-Cristal seamlessly integrates management system information from as many different standards as necessary, in a simple to use framework that makes real time management of risk not only possible, but practical.

E-Cristal provides an interface that is appropriate at each level within the organisation, including senior management. E-Cristal provides graphical representations of the data that immediately highlights areas of concern. It also enables them to monitor the effectiveness of any changes made in real time.

The E-Cristal system makes managing quality, standards and risk at dispersed, multi-site hotel chains faster and easier to analyse. It also provides a consistent record of checks.

SUPPORT SERVICES FOR CUSTOMERS

Support. Cristal Standards may provide electronic or email support to Standard and Premium Support Users in order to:

  • Clarify the Documentation, functions and features of the Cristal Standards System;
  • Guide Users in operation of the Cristal Standards System;
  • Assist Users in identifying and verifying the causes of suspected Errors in the Cristal Standards System; and
  • Advise on possibly bypassing identified Errors in the Cristal Standards System.

Exceptions. Cristal Standards shall have no responsibility under this Agreement to provide Support Services or to fix any Errors arising out of or related to any of the following causes:

  • User’s modification or combination of the Cristal Standards System (in whole or in part)
  • Use of the Cristal Standards System in an environment other than a Supported Environment
  • Customer’s hardware or environment
  • User’s failure to install any Updates or
  • Any release of the Cristal Standards System other than the most current release

Excluded Services. The following services are beyond the scope of Cristal Standards’ Support Services:

  • Assistance in developing user-specific customizations;
  • Assistance with non-Cristal Standards products, services or technologies, including implementation, administration or use of third-party enabling technologies such as databases, computer networks or communications systems;
  • Developer Support including assistance with apps or integrations, whether authored by Cristal Standards, User or a third party; or
  • Assistance with installation or configuration of hardware, including computers, hard drives, networks or printers.

Additional Services. Cristal Standards may, by separate agreement with User, provide services (including on-site support) that are beyond the scope of the services described in the Agreement.

USER RESPONSIBILITIES

Supervision and Management. Customer is responsible for undertaking the proper supervision, control and management of its use of the Cristal Standards System, including, but not limited to: (a) assuring proper Supported Environment configuration, Cristal Standards System installation and operating methods; and (b) following industry standard procedures for the security of data, accuracy of input and output, and back-up plans, including restart and recovery in the event of hardware or software error or malfunction.

Training. Customer is responsible for proper training of all appropriate personnel in the operation and use of the Cristal Standards System and associated equipment.

Service Access. User will provide to Cristal Standards access to its system(s) used to connect to the Cristal Standards System covered by this Support Services agreement via the internet or other mutually agreeable means for purposes of providing Support Services. If Customer does not provide Cristal Standards with access to its systems, Cristal Standards made not be able to meet the SLOs provided in the table above.

ON-PREMISE PROVISIONS

If Customer is using the Cristal Standards System hosted by Customer on Customer premises, the following provisions in this Section 5 will also apply.

  • Service Access. User will provide to Cristal Standards access to its system(s) used to connect to the Cristal Standards System covered by this Support Services agreement via the internet or other mutually agreeable means for purposes of providing Support Services. If Customer does not provide Cristal Standards with access to its systems, Cristal Standards may not be able to meet the SLOs provided above.
  • Access to Personnel and Equipment. Customer shall provide Cristal Standards with access to Customer’s personnel and its equipment for the purpose of satisfying its obligations hereunder. If such access is not provided, Cristal Standards may not be able to meet the SLO above. This access must include the ability to remotely access the equipment on which the Supported Programs are operating and to obtain the same access to the applicable equipment. Cristal Standards will inform Customer of the specifications of the remote access methods available and associated software needed, and Customer will be responsible for the costs and use of said equipment.
  • Designated Contact. Customer shall notify Cristal Standards of its Designated Contact. To the maximum extent possible, Customer’s communications with Cristal Standards will be through this Designated Contact.
  • On-Premises Updates. Cristal Standards will provide Updates for the Supported Programs as and when developed for general release in Cristal Standards’ sole discretion. Each Update will consist of a set of programs and files made available electronically and will be accompanied by Documentation adequate to inform Customer of the problems resolved and any significant operational differences resulting therefrom. If Customer receives Updates from Cristal Standards, Customer agrees to install and implement each such Update within thirty (30) days of receipt.
  • On-Premises Supported Releases. Cristal Standards will provide support to the latest release and the three (3) previous versions of the prior releases. Customers running versions prior to the supported releases will be prompted to upgrade to a supported version prior to Cristal Standards providing support for the reported issue.
  • Travel and Other Expenses. Support Services provided hereunder shall be provided at Cristal Standards’ principal place of business. Should Customer request that Cristal Standards send personnel to Customer’s location to resolve any Error, Customer shall pay Cristal Standards’ reasonable travel, meals and lodging expenses. Under such circumstances, Customer shall also pay actual costs for supplies and other expenses reasonably incurred by Cristal Standards, which are not of the sort normally provided or covered by Cristal Standards, provided that Customer has approved in advance the purchase of such supplies and other expenses. If Customer so requires, Cristal Standards shall submit written evidence of each expenditure to Customer prior to receiving reimbursement of such costs and expenses.

To view the E-Cristal datasheet in pdf format, click here

Legal | Software & Support Services Policy

Cristal International Standards is a brand of Check Safety First Limited. Check Safety First Limited is registered in England and Wales: 4748066

ⒸCheck Safety First Ltd | The Wine Warehouse | The Back | Chepstow | Monmouthshire | NP16 5HH

Tel: (0)1291 629 863 | Fax: (0)1291 629 627