Introduction
The Dataloy End User Agreement states states 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 /wiki/spaces/DLREL/pages/923656583 Dataloy VMS Release Cycle 2 for information about Dataloy Systems's release policy.
Specific assistance to End User outside the scope defined in this section will be charged at Dataloy’s standard rates plus expenses.
When a new release is available which according to Dataloy contains correction of errors reported, the End User cannot demand corrections to be made in the Licensed Software currently installed on End User's equipment provided that Dataloy makes the new release available and free of charge.
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The maintenance and support fee will be invoiced once per year at the start of each maintenance period and payment is due one (1) calendar month of receiving the invoice. If additional licenses of an existing licensed product is purchased, the fee for the maintenance and support services will be invoiced up to the date of the start of the original maintenance period and thereafter invoiced yearly.
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