Maintenance and Support Services

Introduction

The Dataloy End User Agreement 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.

The Maintenance and Support Services are divided into General Maintenance and Support as defined below.

General Maintenance

The End User is entitled to update versions of the Licensed Software as replacement for the previous versions. The updates will consist of error corrections and other improvements to the Licensed Software according to Dataloy’s policies. Dataloy Systems A/S will provide update and maintenance and support services for the Licensed Software as further specified in this document.

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.

Support

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 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.

Support Includes	Support does not Include

Support Includes

Support does not Include

Incident Support - identifying and troubleshooting problems
Root cause analysis
Installing or assistance with issues during installation (during regular Norwegian working hours)
Upgrading or assistance with issues during upgrades (during regular Norwegian working hours)
Identifying and creating needed bug reports
Guidance around implementation and configuration

Customization and enhancements
Development questions or requests
Third-party application integrations
Product training
Non-English, non-Norwegian language support
Implementation of new sites or moving existing site
Support related to operating system administration and configuration
Database system administration, configuration and tuning
User and security administration and configuration
Network infrastructure administration and configuration
Test system upgrades

Fee

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.

Terms of Payment

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.