spark response limited
A Software Escrow Solution is the holding of source code and associated technical information and documentation by an independent third party, ensuring that if a software supplier's business should fail or they are unable to maintain their contractual obligations, the material can be accessed by the user and released safely and quickly.
With 340 computer services companies going into liquidation in 2003 alone (source: DTI), escrow cover is essential for all organisations, but particularly for organisations who rely on their software applications to deliver services to businesses or consumers.
Spark Response Limited is predominantly a multi channel customer contact and fulfillment centre and provides these services to its high profile clients using a contact and order management system from G2 Solutions. The EuroMACS application allows Spark Response to acquire, retain and manage customers and suppliers from one centralised database, handling a range of ordering, transaction processing and payment functions integrated with a warehouse management module.
As a major software failure could result in their clients losing customer contact and order information, the EuroMACS application is business-critical for Spark Response. As a result, they have protected this, along with other business-critical applications, under Software Escrow Solutions provided by NCC Group since June 2002.
When G2 Solutions, supplier of EuroMACS went into liquidation in December 2004, Spark Response needed to access the software code to ensure their business continuity. As the EuroMACS application had been deposited in Escrow, they were able to arrange for the code to be released by NCC Group and carry on with no interruption of service.
Tony Markham of Spark Response Limited comments "I was impressed with the straightforward process of obtaining the source code. I called NCC Group and provided proof that our software owner had gone into liquidation and that we were the licensee. My account manager then sent me instructions on how to obtain the source code - the whole process was complete in just a few phone calls."
By putting their business critical applications into Escrow, Spark Response has mitigated the potential business continuity risks which could be caused by their suppliers failing to fulfil their contractual obligations, or going out of business.
It is imperative that businesses establish an Escrow agreement up-front to eliminate the chance of the software company refusing to enter into an agreement later on in the relationship. This is relatively easy to do as in many cases there is a section in the initial contract drawn up by the software supplier that gives the licensee the option of placing the application in an Escrow agreement.
Businesses should ensure that their chosen Escrow provider, as a minimum standard, tests the source code deposited to ensure it is readable and not corrupted or password protected, and that the code can be used to build the application. Reputable Escrow providers should offer different levels of testing and will be able to advise their clients on which level is appropriate for their specific requirements.
Spark Response Limited is based in Gateshead, Tyne and Wear and is the UK's leading provider of multi channel customer contact and integrated fulfilment solutions. Spark works in close partnership with its clients, using extensive experience to develop solutions that exceed customer expectations. For more information abut Spark Response Limited go to www.sparkresponse.com.
NCC Group is the UK's leading independent IT assurance company, providing Escrow Solutions as a core part of its business. It has over 10,000 individual customer contracts and assures over £250 million of software applications. Its Escrow Solutions cover both software and information such as product design and industrial formulae.
Contact our dedicated account management team today on +44 (0)161 209 5324 or by e-mail at escrow@nccgroup.com to discuss your specific requirements.