SuLA Terms

Servoy Support-Level Agreements (SuLA)

Overview

As an open-source platform, Servoy allows anybody to file bugs and feature requests in our case management system. However, we offer preferred Support Levels to paying customers with guaranteed response metrics. This page covers the terms of Servoy's commercial support.

If you are uncertain if you have a SuLA, contact your designated account manager or [e-mail].

1. Support Levels/Types

Customers having a commercial license contract with Servoy will have indicated in their Product Order Form (POF) the agreed Support Level. In this document the details per level are indicated:

Support Level	Coordinator	Response Time *	Blocker Items **
A	No	Best Effort	5 days
B	No	40 Hours	8 Hours
C	Yes	8 Hours	4 Hours
D	Yes	4 Hours	2 Hours

* Response time during the SuLA support windows; see below par 6. ** Most critical Bugs (Blocker) must be reported to a live person of Servoy by phone.

2. Technical Support General Process

Servoy utilizes a 3-step support model for problem & feature resolution: ● Qualification ● Resolution design ● Start of the Resolution

When initial contact with Servoy is made, a team member of Servoy will validate all information details relevant to the question or issue. Once all relevant information is available, the case is considered qualified. Part of this is separating issues into Bugs, feature requests, technical questions and other questions. Required information for a case to be qualified is described in Addendum 5 as attached hereto. A unique case number will be assigned and delivered to the contact person by Servoy, either verbally, via web request or via e-mail. This case number will be used to track any given issue from initial contact to final problem resolution. All cases can be monitored in the support system at on our Incident Portal

Once a case is qualified, the resolution for it is designed and if applicable presented to Partner/End-User. After resolution approval by Partner/End-User, the designed resolution will be planned and implemented. The response time between a question/case and the provision of a qualification is called: T1. The time between a qualified question and resolution design is called: T2. The time between an approved resolution design and start of resolution is called: T3.

3. Contacting Support

All cases must be entered into the case system of Servoy which can be found on our Incident Portal.

If Partner/End-User is entitled to phone support, the numbers are:

• USA Dial: + 1 866 489 5147 (support level agreement)

• NL Dial: [phone]

4. Communications

Extreme severity situations (Blocker) may require the parties to use the telephone for immediate communications. The parties will follow up such communications using: https://support.servoy.com. For tracking and recording purposes, each party is responsible for funding the cost of this communication at their own location. In circumstances where materials have to be exchanged using facsimile, courier services, or other delivery services, each party is responsible for funding the cost of these exchanges at their own location.

5. Non-Servoy Bugs / Errors

If during the normal Support processes and appropriate management review, Servoy believes that a problem reported by Partner/End-User may not be due to a Bug, Servoy will notify Partner/End-User accordingly. In such event Partner/End-User may instruct Servoy:

1. to proceed with problem determination at its possible expense as set forth herein; or

2. that Partner/End-User does not wish the problem to be further pursued at its expense.

If Partner/End-User requested Servoy to continue with the problem determination at its expense and Servoy determines that the problem was not caused by a Bug, Partner/End-User shall pay Servoy at the Servoy’s then-current standard hourly consulting rate at a time and material basis for all work performed in connection with such determination (including the discovery time spent), plus reasonable related expenses incurred therewith. Partner/End-User shall not be liable for the payment of the Servoy’s then-current standard consulting rates in the event:

1. Problem determination or repair to the extent problems has been caused by a Bug; or

2. Work performed after Partner/End-User has notified Servoy in writing that it no longer wishes problem determination to be continued at its possible expense (such notice shall be deemed given when actually received by Servoy). If Partner/End-User instructs Servoy that it does not wish the problem pursued at its possible expense or such determination requires effort in excess of Partner/End-User’s instructions, Servoy may, at its sole discretion, investigate the issue without any liability.

6. Support Windows

There are 2 types of Support windows:

• 5 (working days) * 12: Extended business hours 7AM-7PM

• 5 (working days) * 8: Normal business hours 9AM-5PM

The support window/working days are depending on the SuLA type as agreed upon the Product Order Form as well as the timezone of the Servoy branch providing the Support.

• USA time zone is PST

• NL time zone is CET

7. Designated Contacts

Servoy requires that designated contacts be identified with person-specific e-mail addresses.

• It is important to know and authenticate with whom Servoy is working; person-specific e-mail addresses assist in identifying valid contacts.

• The Partner/End-User can always "cc" their Support alias (if they have one and if they so choose) and Servoy will "reply all" in the Support request response, alleviating concerns the Partner/End-User has on situations where the contact who originally initiated the request for Support is "out of the office" but the organization has other support experts on hand working the issue.

• All Partner/End-User personnel contacting Servoy for Support must be familiar with the latest Major Release of the Software and the current issue as to which Partner/End-User requires assistance.

• Partner/End-User agrees that contact with Servoy will be through a limited number of contacts

8. Coordination (Levels C and D)

For the SuLA level (C&D), Servoy will dedicate a coordinator to assist in facilitating escalation. The coordinator is a non-technical representative, whose goal is to build close relationships and promote an understanding of infrastructure and processes. Some work items (especially those associated with critical situations) may need to be expedited. In such event, Partner/End-User will notify Servoy of the critical situation (Blocker) and Servoy will agree to work with Partner/End-User on providing the appropriate solution for each critical situation. If appropriate, Partner/End-User can also contact the support coordinator of Servoy

9. Program Upgrades

Servoy permits upgrades of Support at any time during the Term at the beginning of each calendar month. Servoy shall not issue prorated refunds. Notwithstanding the aforementioned, in the event Servoy modifies this SuLA and such modification has or will have substantial impact on the contents of the Support, Partner/End-User may terminate the Support forthwith upon Servoy implementing any such modification.

10. Offince Locations

Servoy USA	Servoy NL
30721 Russell Ranch Rd Suite 140, Westlake Village, CA 91362 Tel [phone]	Fred. Roeskestraat 97c, 1076 EC Amsterdam, Netherlands Voice: [phone]

Servoy Web Site: https://www.servoy.com