DELIVERY & SUPPORT POLICY

Support Services
 X/procure® Software’s Customer Support Department provides a variety
of support services to its partners and direct customers. The Customer
Support Department operates 7 days a week, 24 hours a day.
 If you are a user of X/procure® Software who requires support, your first
point of contact should be the Customer Support Department. The contact
number for the Customer Support Department is +27 (0)86 197 7628, the
email address for the Customer Support Centre is
helpdesk@xprocure.com and you can also make use of the Bugs and
Features Function within the software package loaded at your premises.
 Support services are available in Afrikaans and English only.
Support Entitlement
 X/procure® Software provides post-sales support to its direct paying
customers (Pharmacies, Manufacturers or Distributors who is bound
through an agreement and rents the X/procure® Software package).
 X/procure® Software provides online support by means of X/procure®’s
QuickSupport tool. This enables us to take control of your Computer to
rectify any issues you might experience.
 X/procure® Software may provide on-site support at an hourly rate.
 X/procure® Software does not provide support for any third party
products.
 X/procure® shall provide reasonable technical service, support and
maintenance to ensure the reasonable functioning of X/procure® Pharmacy.
The obligation to support and maintain X/procure® Pharmacy shall not
include the obligation to provide support and maintenance as a result of the
failure or malfunctioning of the customer’s computer hardware and/or
software installed thereon other than X/procure® Pharmacy, or as a result
of any cause other than a programming or operational fault in X/procure®
Pharmacy itself. Support and maintenance required by the customer in
respect of malfunctioning of the Licensee’s computer hardware and/or
software installed thereon other than X/procure® Pharmacy, shall be
charged to the customer at the rate of R250.00 per hour plus VAT and R4.00
per kilometer measured from the offices of X/procure® to the Pharmacy
premises, and back.
Software Licensing and Installation Procedure
 The license is granted in respect of the electronic software ordering system
known as “X/procure® Pharmacy” in respect of which X/procure® holds the
intellectual property rights.
 X/procure® grants the customer a non-transferable and non-exclusive
license to use X/procure® Pharmacy during the currency of the agreement.
The customer may not use X/procure® Pharmacy at any location other than
the Pharmacy premises without the prior written consent of X/procure®.
 The customer shall be entitled to unilaterally terminate this agreement by
written notice to X/procure® within 30 (thirty) days from the date of
completion of the installation of X/procure® Pharmacy at the Pharmacy
premises, proved by the confirmation of installation signed by the customer.
In the event of the customer terminating this agreement, then X/procure®
shall refund the installation fee and the first month’s licensing to the
customer, and remove X/procure® Pharmacy from the Pharmacy premises.
 Installation of the X/procure® Software will take place as soon as all items
on the below checklist has been completed:
o Agreement between the customer and X/procure® Software has
been signed
o Proof of banking details has been submitted via email to X/procure®
Software.
o Pharmacy Information sheet has been completed
o Site Audit form has been completed
 All of the above should be submitted to odette@xprocure.com and
yumna@xprocure.com.
 Installation of the X/procure® Pharmacy package will take place within 7
working days from which the signed agreement is received by us.
Software Upgrades
 X/procure® Software offers software upgrades, service packs and
patches to their software for the duration of the agreement free of
charge.
 Information regarding major releases is sent via the Messages
Received Interface within the X/procure® Pharmacy Software and is
posted on this website.