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Codes of Practice

Product Development

DNAagile will provide a mechanism by which users can submit requests for enhancements to their standard software. In planning new functions and features DNAagile will always consider the impact on existing customers and endeavour to provide them with the opportunity to adopt a new version with as little disruption as possible. DNAagile will review new legislation that may impact the customer's use of the software and where appropriate, pro-actively seek to make available upgrades or new versions to address new legislative demands. Where software purchased from DNAagile is reaching the end of its life-cycle DNAagile will always seek to provide at least 12 months notice of product withdrawal. Where possible, DNAagile will always seek to provide the user with a viable upgrade path to a current product at a preferential commercial rate.

 

Test­ing / Qual­ity As­sur­ance

Each new product or version release will be rigorously tested by DNAagile before being released to its customers. DNAagile will strive to adopt "best practice" in applying testing methodology in order to deliver the highest quality standards. DNAagile will take reasonable steps to ensure that its released software is free of any software virus. If a user identifies an issue within the software application, then DNAagile will provide a mechanism for the user to report that issue and have it logged by the software house. In all cases, DNAagile will endeavour to provide the customer with a timely response to their issue regarding progress and action.

 

Documentation / Information

DNAagile will provide information on new release functions and features to its supported users, either electronically or in a paper-based format. DNAagile will make available manuals and/or on-line help to a high standard, to assist users in their use of the software. DNAagile will provide a mechanism to keep existing customer advised of significant changes in the software by way of Newsletters of information published on a web site, or via information communicated via a reseller channel.

 

Soft­ware Sup­port

DNAagile will make available, either directly or indirectly,  a range of support services for its users to subscribe to. DNAagile will ensure that its prices for ongoing support or licence fees do not discriminate against an existing customer when compared to a customer making an initial software purchase.

 

Dis­putes

In the event that the user has a dispute with DNAagile that might be service or product related, then DNAagile will provide the user with a clearly defined escalation process for resolution.

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