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FotoWare Software Maintenance Agreement
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Terms and Conditions
Software updates
The FotoWare Software Maintenance Agreement (SMA) entitles the Customer to receive all FotoWare software releases, including service releases (new builds) and new versions (higher version number), for the FotoWare software covered by a valid SMA.
New software is made available to the Customer via the Update Centre. The Customer is supplied with an SMA number and authorisation code to enter this area and download the products covered by the agreement.
Support services
The SMA entitles the Customer to access all electronic support services available at www.fotoware.com, including Documentation, Knowledge Base, User Forums and tools for Licence Management and Software Updates.
E-mail support for the documented features of the software covered by the SMA is available from the designated Support Partner. The response time for this service is the next business day (NBD). This service does not cover installation, configuration or customisation services.
Support enquiries from SMA customers can be escalated from the designated Support Partner to FotoWare’s second-level support team. This escalation is administered by the Support Partner, who will be responsible for contact with FotoWare’s support personnel.
The Customer’s Support Partner can offer separate service contracts covering such services as installation, configuration, customisation, telephone support, on-site services and training. Most partners can offer improved response times and remote assistance services.
If, for any reason, the designated Support Partner should fail to respond to e-mail enquiries by the next business day, SMA customers can send support enquiries via e-mail directly to FotoWare’s second-level support (sma-support@fotoware.com). The SMA number and authorisation code must be provided in the subject field of the e-mail. This service is available in English only.
From time to time FotoWare will offer training courses with special discount for SMA holders.
Technical information
FotoWare will regularly provide technical information and notification of new software releases to the Customer’s designated contacts via e-mail.
Renewal and termination
This agreement will automatically be renewed at the end of the twelve-month period, at the standard renewal rate applicable at the time in question, based on the official recommended end-user prices from FotoWare a.s. Additional licences or new software will automatically be added to the existing SMA. The maintenance fee for the additional software will not be due until the anniversary of the Customer’s existing agreement. FotoWare will inform the Customer approximately two months prior to renewal of the agreement that the next payment is due. Either party can terminate this agreement in writing 30 days prior to the renewal date.
The SMA is valid only when fully paid before the renewal date.
The terms of this agreement are governed by the FotoWare End User Licence Agreement (EULA) provided along with the purchased software. |
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