technical_support_agreement [SavaPage

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====== Technical Support Agreement ======

This agreement is between Datraverse B.V, [[Legal|legal steward]] of the SavaPage Community, registered in The Netherlands with trade registration number 39068966, and //registered// SavaPage Community [[Roles|Residents and Visitors]] (referred to as Member in general). The agreement covers the Technical Support for the SavaPage Software as [[Software Packages|packaged]] and released by Datraverse. Community Support is a joint effort of Datraverse and //Community Partners//.

===== What is supported =====

Technical Support covers //functional// issues with the SavaPage software like:

   * Questions on how to use the software.
   * Investigation of software issues if sufficient detail is provided on how to //reproduce// the issue.
   * Solving issues by publishing minor software releases or patches.

//Datraverse may suggest work-arounds or, where it is judged that there is a defect in the software, make alterations to the SavaPage software to address issues raised.//

===== What is not =====

Technical Support is //not// intended as a replacement or alternative to:

   * Consultancy on how to use SavaPage as part of a broader business solution.
   * IT operations design and policies.
   * Training of Community //Participants// or system administrators.
   * Installation or configuration.
   * Hardware design, selection or configuration.
   * Integration with third party products, unless this integration is part of SavaPage.
   * Disaster recovery.
   * Processes or services that are provisioned by the Member's IT staff to their own internal or external clients and used by themselves, to run themselves as a business.

//These additional services can be provided though as [[Service Level Agreement|SLA Contract]] by Datraverse, or other Deployment Partners, on request.//

===== Fair use =====

A fair usage policy applies to this agreement. When a Resident or Visitor raises an excessive number of support requests, Datraverse has the right to reduce the level of support provided or will recommend that the Community Resident or Visitor purchases training or consultancy services from a //Deployment Partner//.

===== Location =====

Technical Support is available via the https://support.savapage.org site. Support is provided //remotely// in English or Dutch. If possible and needed, telephone or [[https://wiki.datraverse.com/doku.php?id=howto:vnc|screen sharing tools]] may be used. Deployment Partners in your region will be able to provide //on-site// support by separate SLA contracts.

===== Process =====

Please follow these steps when you want support for an issue:

  - A //Resident// should first consult his assigned Deployment or Integration Partner on any issue. Residents who have Datraverse as Deployment Partner can directly proceed with the Step 3.
  - Deployment and Integration Partners provide Level 1 support and may resolve the issue right away. When Level 2 support is needed either the Partner or Resident can open a support ticket via the https://support.savapage.org site.
  - When you "Open a New Ticket" you must first sign in with your community credentials. Partners and Residents received their credentials when they joined the community.
  - Visitors can obtain credentials by sending a request to **[[Join|join]]** for a restricted period.
  - Issues from Residents are handled with higher priority than those from Visitors.
  - Support requests will be assigned a ticket number that should be used on all related correspondence.

//The Community Support Team aims to respond to a request within 24 hours.//

===== Confidentiality =====
  
All support issues, including related investigation and communication records are confidential information. 

//Neither Datraverse or the Community Member must make public or disclose any of this confidential information.//

===== Liability =====

The Community Resident or Visitor (referred to as Member) is responsible for the right exploitation of the software. Member is obliged to make backup copies of data and the software. In no event will Datraverse be liable to Member or to any third party for any special, incidental, punitive or consequential damages (including loss of use, data, business or profits) or for costs of procuring substitute services, arising out of or in connection with this agreement or the services or any work product provided by Datraverse, however caused and regardless of the theory of liability, even if Datraverse has been advised of the possibility of such damages. Datraverse total liability to Member, from all causes of action and all theories of liability, will be limited to and will not exceed the amounts paid to Datraverse by Member under the orders giving rise to any liability hereunder.

===== Terms & Conditions =====
  
Standard Terms and Conditions of Datraverse B.V. are applicable to this agreement as filed by ICT~Office with the Chamber of Commerce for the Central Netherlands under number 30174840. The conditions can be downloaded in PDF format as [[https://wiki.datraverse.com/doku.php?id=services:tac|English]] or [[https://wiki.datraverse.com/doku.php?id=services:tac-nl|Dutch]] version.

Nothing in this agreement is intended to replace the ICT~Office Terms and Conditions and the [[https://www.gnu.org/licenses/agpl.html|GNU AGPLv3 License]] that applies to the SavaPage Software. In case of conflicts the AGPL License and ICT~Office Terms and Conditions takes precedence (in that order). This agreement is between Datraverse and SavaPage Community Residents and Visitors only. Other third parties may have separate arrangements with Community Members. These arrangements are excluded from this agreement.