Introduction

As described in the Dataloy End User Agreement 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

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 will provide update and maintenance and support services for the Licensed Software as further specified in this document.

Dataloy will upon 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’s standard rates plus expenses.

Support

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 offices during normal business hours, unless the parties specifically agrees otherwise.

Dataloy will not support versions of the Licensed Software older than previous Main Release.
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 Main Release is available which according to Dataloy contains correction of errors reported within the Guarantee Period, 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 Main Release available and free of charge. In such case a new Guarantee Period shall run from installation of the new Main Release.

B3. FEE
For regular Licenses an automatic prolongation of the maintenance and support services described herein will take effect each year, unless terminated in writing by either party not less than three months prior to the expiration of the yearly period. The annual fee for the maintenance and support services is 20% of the standard pricelist License Fee. Maintenance and support fee for the first 12 months, beginning at the Date of Delivery, is:

NOR xxx.xxx

The annual price for the mandatory continued maintenance will increase in accordance with the then-current standard pricelist License Fee, which is provided by Dataloy upon request.

If End User so requests, Dataloy may assist in transferring the Licensed Software to another Site at a cost of EUR 3,000.

B4. TERMS OF PAYMENT
The maintenance and support fee will be invoiced once per year at the start of each maintenance period. Payment schedul