Policies

Corporate Policies

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Customer service standards

The ExpandIT customer service standard program is designed to improve our services and relationships with our partners, resellers and end-customers.

Partners with customer licenses current on ExpandIT Software Assurance have access to:

partner.expandit.com.
commerce.expandit.com.
product releases, service packs and hot fixes.
support@expandit.com.
license mobility.
license investment protection*
source code escrow**
*When you upgrade to a higher feature level you pay only the difference between the two feature levels.
**Source code is available at www.MillerRosenfalck.com to all customers on current software after verification by receivers. Priority access available per agreement directly with MillerRosenfalck.

Our goals are:

To create a benchmark for ourselves on client service standards.

To provide a consistent level of service that fulfills the needs and meets the expectations of each individual client.
To outshine our competitors by providing an consistent and effective service.

General benchmarks for communication:

Being polite, friendly, and professional with clients at all times.
Listening carefully to requests and giving an accurate and efficient response.
Reiterate the response in an email sent on behalf of either sales (at) expandit,com or support (at) expandit.com.
Use and encourage partners, resellers and end-customers to use sales (at) expandit.com or support (at) expandit.com to ensure a consistent service level and an audit trail.
Ensure explicit and documented communication whether an issue/request requires additional charges or is covered by software assurance.
If needed, asking questions to ensure the request is fully and clearly understood, with special focus on the reason for the issue/request asking both 'what' and 'why' questions.
Being on time for appointments and ensuring guests are made welcome when visiting us.
Checking that the end-customer was satisfied with the service following conclusion of the issue every time.
Being in regular contact with our partners, resellers and end-customers.
Ensuring our partners, resellers and end-customers understand what is included/not included in our software and services. This includes an obligation to refuse to enter business ventures were one or more of the parties are likely not to have understood the extend and scope of the ExpandIT offering.

Benchmarks for telephone calls:

All teams should use professional answering services to ensure full concentration and efficiency of the programmers.
A matrix with issue/request type, primary and secondary contact should be shared between the answering services and the individual teams.
Calls to be returned by fee earner to deal with specific query within 24 hours.

Benchmarks for emails:

Response time to support (at) expandit.com and sales (at) expandit.com within 2 hours.
Substantive response (for example a fix) to support (at) expandit.com according to ExpandIT End-user License Agreement.
Substantive response (for example a proposal) to sales (at) expandit.com within 2 days.
Response time to personal emails within 24 hours.
Use 'Out of Office Assistant' if absent for more than 8 hours.
Always provide alternative contact such as sales (at) expandit.com or support (at) expandit.com.

Benchmarks for complaints

Written acknowledgement of receipt of complaint 2 working days.
Produce substantive response within 14 days of relevant information being received.
All complaints must be logged at either sales (at) expandit.com or support (at) expandit.com.
Material complaints to be analyzed on board level.

Anti-corruption and bribery policy

It is ExpandIT policy to conduct all of our business in an honest and ethical manner. We take a zero-tolerance approach to bribery and corruption and are committed to acting professionally, fairly and with integrity in all our business dealings and relationships. 

Any employee who breaches this policy will face disciplinary action, which could result in dismissal for gross misconduct. Any non-employee who breaches this policy may have their contract terminated with immediate effect.
This policy does not form part of any employee's contract of employment and we may amend it at any time. It will be reviewed regularly.

Who must comply with this policy?

This policy applies to all persons working for ExpandIT or on our behalf in any capacity, including employees at all levels, directors, officers, agency workers, seconded workers, volunteers, interns, agents, contractors, external consultants, third-party representatives and business partners.

What is bribery?

'Bribe' means a financial or other inducement or reward for action which is illegal, unethical, a breach of trust or improper in any way. Bribes can take the form of money, gifts, loans, fees, hospitality, services, discounts, the award of a contract or any other advantage or benefit.
'Bribery' includes offering, promising, giving, accepting or seeking a bribe.
All forms of bribery are strictly prohibited. If you are unsure about whether a particular act constitutes bribery, raise it with your manager or with the chairman of the board.

Specifically, you must not:

Give or offer any payment, gift, hospitality or other benefit in the expectation that a business advantage will be received in return, or to reward any business received.
Accept any offer from a third party that you know or suspect is made with the expectation that we will provide a business advantage for them or anyone else;
give or offer any payment (sometimes called a facilitation payment) to a government official in any country to facilitate or speed up a routine or necessary procedure.
You must not threaten or retaliate against another person who has refused to offer or accept a bribe or who has raised concerns about possible bribery or corruption.

Gifts and hospitality

This policy does not prohibit the giving or accepting of reasonable and appropriate hospitality for legitimate purposes such as building relationships, maintaining our image or reputation, or marketing our products and services.
A gift or hospitality will not be appropriate if it is unduly lavish or extravagant, or could be seen as an inducement or reward for any preferential treatment (for example, during contractual negotiations or a tender process).
Gifts must be of an appropriate type and value depending on the circumstances and taking account of the reason for the gift. Gifts must not include cash or cash equivalent (such as vouchers), or be given in secret. Gifts must be given in the ExpandIT name, not your name.
Promotional gifts of low value such as branded stationery may be given to or accepted from partners, resellers, end-customers, suppliers and business partners.
Hospitality must follow local regulations and guidelines for public employees.

Record-keeping

Accounts must not be kept 'off-book' to facilitate or conceal improper payments.

How to raise a concern

If you are offered a bribe, or are asked to make one, or if you suspect that any bribery, corruption or other breach of this policy has occurred or may occur, you must notify your manager or the chairman of the board as soon as possible.

Equal Opportunity Policy

ExpandIT is an equal opportunity employer. This means that ExpandIT will make every effort to ensure that there is no discrimination or harassment on the grounds of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, color, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.

All employees are instructed that:

There should be no discrimination on account of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, color, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.
ExpandIT will appoint, train, develop and promote on the basis of merit and ability.
All employees have personal responsibility for the practical application of ExpandIT's equal opportunities policy.
Special responsibility for the practical application of ExpandIT's equal opportunities policy falls upon employees involved in the recruitment, selection, promotion and training of employees.
Any employee who believes that he or she may have been unlawfully discriminated against, should contact either the managing director or the chairman of the board.
Disciplinary action will be taken against any employee who is found to have committed an act of unlawful discrimination. Serious breaches of the policy will be treated as material misconduct as will sexual, racial or other form of harassment.
In the case of any doubt or concern about the application of the policy in any particular instance, any member of staff should consult the chairman of the board.

Anti-Harassment Policy

The purpose of this policy is to ensure that all team members are treated and treat others with dignity and respect, free from harassment and bullying.
All team members should take the time to ensure they understand what types of behavior are unacceptable under this policy.
This policy covers harassment or bullying which occurs both in and out of the workplace, such as on business trips or at events or work-related social functions.
It covers bullying and harassment by staff and also by third parties such as partners, resellers, customers, suppliers or visitors to our premises.
Team members must treat colleagues and others with dignity and respect, and should always consider whether their words or conduct could be offensive. Even unintentional harassment or bullying is unacceptable.
We will take allegations of harassment or bullying seriously and address them promptly and confidentially where possible.
Harassment or bullying by a team member will be treated as misconduct. In some cases it may amount to gross misconduct leading to summary dismissal.
This policy does not form part of any employee's contract of employment and we may amend it at any time or depart from it where we consider appropriate.

Who is covered by this policy?

This policy covers all individuals working for us or at any of our premises irrespective of their status, level or grade. It therefore includes all employees, managers, directors, officers, consultants, contractors, trainees, homeworkers, casual, agency staff and volunteers (collectively referred to as 'team members' in this policy).

What is harassment?

Harassment is any unwanted physical, verbal or non-verbal conduct which has the purpose or effect of violating a person's dignity or creating an intimidating, hostile, degrading, humiliating or offensive environment for them. A single incident can amount to harassment.
It also includes treating someone less favorably because they have submitted or refused to submit to such behavior in the past.
Unlawful harassment may involve conduct of a sexual nature (sexual harassment), or it may be related to age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, color, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Harassment is unacceptable even if it does not fall within any of these categories.
Harassment may include, for example:

1. unwanted physical conduct or 'horseplay', including touching, pinching, pushing, grabbing, brushing past someone, invading their personal space, and more serious forms of physical or sexual assault;
2. unwelcome sexual advances or suggestive behavior (which the harasser may perceive as harmless), and suggestions that sexual favors may further a career or that a refusal may hinder it;
3. continued suggestions for social activity after it has been made clear that such suggestions are unwelcome;
4. sending or displaying material that is pornographic or that some people may find offensive (including e-mails, text messages, video clips and images sent by mobile phone or posted on the internet);
5. offensive or intimidating comments or gestures, or insensitive jokes or pranks;
6. mocking, mimicking or belittling a person's disability;
7. racist, sexist, homophobic or ageist jokes, or derogatory or stereotypical remarks about a particular ethnic or religious group or gender;
8. outing or threatening to out someone as gay or lesbian; or
9. ignoring or shunning someone, for example, by deliberately excluding them from a conversation or a workplace social activity.

A person may be harassed even if they were not the intended 'target'. For example, a person may be harassed by racist jokes about a different ethnic group if they create an offensive environment for him.

What is bullying?

Bullying is offensive, intimidating, malicious or insulting behavior involving the misuse of power that can make a person feel vulnerable, upset, humiliated, undermined or threatened. Power does not always mean being in a position of authority, but can include both personal strength and the power to coerce through fear or intimidation.
Bullying can take the form of physical, verbal and non-verbal conduct. Bullying may include, by way of example:

1. shouting at, being sarcastic towards, ridiculing or demeaning others;
2. physical or psychological threats;
3. overbearing and intimidating levels of supervision;
4. inappropriate and/or derogatory remarks about someone's performance;
5. abuse of authority or power by those in positions of seniority; or 
6. deliberately excluding someone from meetings or communications without good reason.

Legitimate, reasonable and constructive criticism of a worker's performance or behavior, or reasonable instructions given to workers in the course of their employment, will not amount to bullying on their own.

Informal steps

If you are being bullied or harassed, you should initially consider raising the problem informally with the person responsible, if you feel able. You should explain clearly to them that their behavior is not welcome or makes you uncomfortable. If this is too difficult or embarrassing, you should speak to your line manager, the managing director or the chairman of the board, who can provide confidential advice and assistance in resolving the issue formally or informally.
If you are not certain whether an incident or series of incidents amount to bullying or harassment, you should initially contact your line manager, the managing director or the chairman of the board informally for confidential advice.
If informal steps have not been successful or are not possible or appropriate, you should follow the formal procedure set out below.

Raising a formal complaint

If you wish to make a formal complaint about bullying or harassment, you should submit it in writing to the managing director, whose role is to achieve a solution wherever possible and to respect the confidentiality of all concerned. If the matter concerns that person, you should refer it to the chairman of the board.

Your written complaint should set out full details of the conduct in question, including the name of the harasser or bully, the nature of the harassment or bullying, the date(s) and time(s) at which it occurred, the names of any witnesses and any action that has been taken so far to attempt to stop it from occurring.
As a general principle, the decision whether to progress a complaint is up to you. However, we have a duty to protect all staff and may pursue the matter independently if, in all the circumstances, we consider it appropriate to do so.

Formal investigation

We will investigate complaints in a timely and confidential manner.
Individuals not involved in the complaint or the investigation will not be told about it.
The investigation will be conducted by someone with appropriate experience and no prior involvement in the complaint.
The investigation will be thorough, impartial and objective, and carried out with sensitivity and due respect for the rights of all parties concerned.
We will arrange a meeting with you, usually within one week of receiving your complaint, so that you can give your account of events.
You have the right to be accompanied by a colleague or a trade union representative of your choice, who must respect the confidentiality of the investigation.
You will be given a provisional timetable for the investigation.
The investigator will arrange further meetings with you as appropriate throughout the investigation.
Where your complaint is about an employee, we may consider suspending them on full pay or making other temporary changes to working arrangements pending the outcome of the investigation, if circumstances require.
The investigator will also meet with the alleged harasser or bully who may also be accompanied by a colleague or trade union representative of their choice to hear their account of events.
They have a right to be told the details of the allegations against them, so that they can respond.
Where your complaint is about someone other than an employee, such as a reseller, partner, contractor, customer, service user, supplier, or visitor, we will consider what action may be appropriate to protect you and anyone involved pending the outcome of the investigation, bearing in mind the reasonable needs of the business and the rights of that person. Where appropriate, we will attempt to discuss the matter with the third party.
We will also seriously consider any request that you make for changes to your own working arrangements during the investigation.
For example you may ask for changes to your duties or working hours so as to avoid or minimise contact with the alleged harasser or bully.
It may be necessary to interview witnesses to any of the incidents mentioned in your complaint. If so, the importance of confidentiality will be emphasised to them.
At the end of the investigation, the investigator will submit a report to the managing director to consider the complaint.
The managing director will arrange a meeting with you, usually within a week of receiving the report, in order to discuss the outcome and what action, if any, should be taken.
You have the right to be bring a colleague or a trade union representative to the meeting. A copy of the report and the findings will be given to you and to the alleged harasser.

Corporate social responsibility

At ExpandIT we recognize the responsibility we have to our local community, our business community and the way in which our business can impact on the wider world.

As an organization we are therefore implementing a corporate social responsibility program which we believe not only ensures that we act responsibly in respect of our partners, resellers, customers, employees and the environment, but offers us a real and sustained competitive advantage.

Through a range of policies, measurable targets and management led projects ExpandIT is committed to:

Limiting the impact which our business has on the environment and to manage effectively environmental risk through good practice and innovation; in particular by reducing the number of computers and servers used by ExpandIT and by creating software solutions that enable our end-customers to run their business more effectively.
Creating a working culture that respects the diversity of our teams, our clients and our business partners.
Taking an active and significant role in supporting community projects, local sports, arts and charitable causes which are meaningful to our teams and clients.
Encourage our teams to lead, participate and support various community and not for profit organizations on a voluntary basis.
Provide pro bono IT advice to charities, private clients and not for profit businesses.
Provide a stimulating, safe and secure working environment for our teams, a way of working that promotes good health and a career which offers all the benefits of a sound work/life balance.

Environmental policy

We have created and will further develop our environmental policy by minimizing the production of waste through good working practice, economic recycling or reuse where possible.

ExpandIT is a non-smoking company. If an employee smokes on the premises it is considered a material breach of the employment contract so we kindly ask visitors not to smoke or encourage smoking.

Specific Aims

Cultivate a work ethic with a high level of awareness of waste minimization and recycling.
Promote economy in the use of paper and other consumables.
Encourage the purchase of recycled materials and those, which are suitable for disposal by recycling.
Favor suppliers who also have positive recycling and waste management practices and who operate according to sound environmental principles.
Encourage all employees to dispose of any waste according to local regulations, especially IT equipment and used batteries.
Minimize waste by encouraging the exchange, and reuse of equipment and materials.
Develop a waste management strategy, which accommodates recycling procedures and initiatives.
Continue to adhere to local recycling regulations and guidelines.
Energy conservation, by turning off lights when rooms are going to be unoccupied, by using LED light bulbs, only turn on computers and monitors and other equipment over the period when it is required, and by consolidating the number of servers.
Waste cardboard and paper, cans, bottles and plastic are all collected, sorted and stored according to local regulations and guidelines.
Toner, inkjet cartridges and laser cartridges are handled according to local regulations or sent to an appropriate NGO such as Christian Aid.
Mobile phones are handled according to local regulations or sent to Envirophone, www.envirophone.com.
Old computers are stripped of their harddrives and passed on to employees or given to local charities for reuse and redistribution.

Product Development

ExpandIT develops software using commercially available Microsoft technology components as a whole.

If a customer solution is viewed as a house, Microsoft delivers the building material; ExpandIT builds the foundation, the walls and the roof and an ExpandIT Partner builds the inner walls, does the interior decoration and provides janitorial services to the tenants.

Microsoft & ExpandIT Roadmaps

ExpandIT follows the roadmap statements from Microsoft with reasonable diligence and uses commercially reasonable efforts to ensure that customers and partners using a combination of Microsoft and ExpandIT products will experience a synergy from the new versions of Microsoft and ExpandIT products.

Upon release of a new AX or NAV version, ExpandIT will test the compatibility of the new version with existing ExpandIT products and provide a roadmap for the individual products on the download page.

Existing Microsoft software

ExpandIT uses commercially reasonable efforts to support older versions of Microsoft software, as a minimum as long as Microsoft provides support.