Introduction
TheDataloy End User Agreementstates that the End User shall be obliged to purchase Maintenance and Support Services from Dataloy for all Licensed Software and Hosted Services covered by the License. Maintenance and Support Services are governed by Dataloy's standard terms and conditions as described in this document.
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Dataloy Systems A/S will upon an End User’s request investigate erroneous behaviour of the Licensed Software, and when possible suggest corrective or work around solutions to the problems. Requests will be handled in accordance with the Service Level Agreement (SLA).
Specific assistance to End User outside the scope defined in this section will be charged at Dataloy Systems’s standard rates plus expenses.
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The End User is entitled to a reasonable amount of technical support related to the use of the Licensed Software. Technical support is limited to email support and telephone support from Dataloy’s office in accordance with the Service Level Agreement (SLA).
Technical support calls are accepted on any release for two years after a subsequent release occurs. Please refer to Dataloy VMS Release Cycle 2 for information about Dataloy Systems's release policy.
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For regular Licenses an automatic prolongation of the maintenance and support services described herein will take effect each year, unless terminated in accordance with the Termination clause of the Dataloy End User Agreement. The annual fee for the maintenance and support services is governed by the prevailing Price List as defined in the Dataloy End User Agreement. Prices are adjusted annually.
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