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"Toimittaja tarjoaa tukipyynn\u00f6ille s\u00e4hk\u00f6isen palvelupyynt\u00f6j\u00e4rjestelm\u00e4n. Palvelupyynt\u00f6j\u00e4rjestelm\u00e4n kautta v\u00e4litet\u00e4\u00e4n Toimittajalle tukipyynt\u00f6j\u00e4 ja Tilaajalle erilaisia Peppi-j\u00e4rjestelm\u00e4kokonaisuuteen liittyvi\u00e4 ongelmatilanteiden raportteja ja ratkaisuja. ",
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"Palvelupyynt\u00f6j\u00e4rjestelm\u00e4n kautta Tilaaja voi seurata avoimien tukipyynt\u00f6jen tilannetta. ",
"",
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"1. Ongelmat, jotka est\u00e4v\u00e4t j\u00e4rjestelm\u00e4n k\u00e4yt\u00f6n joltain osin. Sis\u00e4lt\u00e4en Peppi-Moodle integraation ja Ripa\/Rike palveluv\u00e4yl\u00e4n.",
"2. Ongelmat, jotka eiv\u00e4t est\u00e4 j\u00e4rjestelm\u00e4n k\u00e4ytt\u00f6\u00e4 milt\u00e4\u00e4n osin tai ovat kierrett\u00e4viss\u00e4 ilman kohtuutonta vaivaa. ",
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"Reagointiaika palveluaikana arkisin klo 8-16 kiireellisyysluokan 2. tukipyynt\u00f6\u00f6n on korkeintaan seitsem\u00e4n (7) tuntia ja ongelman ratkaiseminen aloitetaan viimeist\u00e4\u00e4n seuraavana ty\u00f6p\u00e4iv\u00e4n\u00e4 virheilmoituksesta. Jos kyseess\u00e4 on ohjelmistovirhe, sovitaan Tilaajan kanssa korjauksen asentamisen aikataulusta heti, kun Peppi ohjelmistokokonaisuuden kehityksest\u00e4 vastaava taho tai Tilaaja on ilmoittanut korjauksen olevan saatavilla. Jos ohjelmistop\u00e4ivityksen (korjausp\u00e4ivitys) ajankohdasta on sovittu ja korjaus on saatavilla, se korjataan seuraavan sovitun ohjelmistop\u00e4ivityksen (korjausp\u00e4ivitys) yhteydess\u00e4. ",
"",
"Yll\u00e4pito koskee Tilaajan Peppi-ymp\u00e4rist\u00f6kokonaisuutta ja Tilaajan Peppi-ohjelmistokokonaisuutta, joka m\u00e4\u00e4ritell\u00e4\u00e4n liitteess\u00e4 3.",
"Yll\u00e4pidon kiinte\u00e4\u00e4n hintaan kuuluu Tuotantoymp\u00e4rist\u00f6n kopiointi testiymp\u00e4rist\u00f6\u00f6n kerran vuodessa yhdess\u00e4 sovittuna ajankohtana. Kiinte\u00e4 hinta sis\u00e4lt\u00e4\u00e4 kaksi (2) versiop\u00e4ivityst\u00e4 vuodessa.",
"Kaikki ohjelmistop\u00e4ivitykset asentaa Toimittaja. Asennukset tehd\u00e4\u00e4n ensin testiymp\u00e4rist\u00f6\u00f6n ja vasta testauksen j\u00e4lkeen tuotantoymp\u00e4rist\u00f6\u00f6n. Ohjelmistop\u00e4ivitykset (esim. korjausversiot) voidaan asentaa erikseen sovitussa Tilaajakohtaisessa huoltoikkunassa tai Tilaajan kanssa erikseen sovitusti. Huoltoikkunan pituudesta ja ajankohdasta sovitaan Tilaajan kanssa erikseen. ",
"Toimittaja osallistuu virheiden selvitykseen yhteisty\u00f6ss\u00e4 Tilaajan sek\u00e4 Peppi-ohjelmistokokonaisuuden kehitt\u00e4j\u00e4n kanssa. ",
"Korjausp\u00e4ivitysten lis\u00e4ksi Peppi-kokonaisuuteen julkaistaan ominaisuusp\u00e4ivityksi\u00e4, joissa julkaistaan uusia ominaisuuksia tai p\u00e4ivitet\u00e4\u00e4n Pepin avoimen l\u00e4hdekoodin varus- ja muita valmisohjelmistoja. Laajojen (yli 2 htp) ominaisuusp\u00e4ivitysten tekemisest\u00e4 pyrit\u00e4\u00e4n sopimaan aina erikseen ja ne suunnitellaan Toimittajan ja Tilaajan kanssa yhteisty\u00f6ss\u00e4. ",
"",
"Yll\u00e4pitoon voi sis\u00e4lty\u00e4 Peppi-liit\u00e4nn\u00e4isten yll\u00e4pitoa, joka tehd\u00e4\u00e4n erikseen hinnaston mukaisesti tuntiveloituksella. ",
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