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technical_support_agreement [2019/08/12 12:23]
rijk [Technical Support Agreement]
technical_support_agreement [2019/11/10 15:24] (current)
admin
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 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//. 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//.
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 ===== What is supported ===== ===== What is supported =====
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 //​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.// //​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.//
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 ===== What is not ===== ===== What is not =====
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 //These additional services can be provided though as [[Service Level Agreement|SLA Contract]] by Datraverse, or other Deployment Partners, on request.// //These additional services can be provided though as [[Service Level Agreement|SLA Contract]] by Datraverse, or other Deployment Partners, on request.//
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 ===== Fair use ===== ===== 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//. 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//.
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 ===== Location ===== ===== 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. 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.
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 ===== Process ===== ===== Process =====
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 //The Community Support Team aims to respond to a request within 24 hours.// //The Community Support Team aims to respond to a request within 24 hours.//
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 ===== Confidentiality ===== ===== Confidentiality =====
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 //Neither Datraverse or the Community Member must make public or disclose any of this confidential information.//​ //Neither Datraverse or the Community Member must make public or disclose any of this confidential information.//​
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 ===== Liability ===== ===== Liability =====
  
 The Community Resident or Vistor (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. The Community Resident or Vistor (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.
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 ===== Terms & Conditions ===== ===== Terms & Conditions =====
  • technical_support_agreement.txt
  • Last modified: 2019/11/10 15:24
  • by admin