Last update: 10 October 2018

Support services addendum

This Support Services Addendum forms an integrated part of any Service Agreement or License Agreement entered into between Qinematic AB (“Qinematic”) and a customer or licensee as applicable (for the purposes of this Addendum a “Customer”) which incorporates this document by reference.

The Support Services Addendum describes the support, maintenance and other services offered from time to time by Qinematic without additional charge and the premium level services that are offered at additional fees.

This document may be updated from time to time. The most recent version of this document is always accessible in the Legal section on the Qinematic website.

1. Support services – installed software

1.1 Qinematic offers the following support and maintenance services in relation to installed Software (as defined in the License Agreement).

1.2 Remote Support

(a) Qinematic shall, by telephone or by e-mail, provide remote support to the Customer in relation to the Software and if needed give instructions on how to work around defects in the Software.

(b) Support Services will be provided during weekdays between 9 am and 5 pm CET. Support services carried out outside of those hours require separate agreement.

1.3 Correction of defects in the Software

(a) In the event of a defect in the licensed Software where the defect is not easily remedied by means of a work-around, Licensor shall strive to correct defects in a new Update or Upgrade.

(b) The Customer shall, when reporting a defect, state and, if necessary, demonstrate how the defect manifests itself.

(c) Qinematic shall provide the Customer with Updates (as defined in the License Agreement) when such Updates are made generally available by Qinematic.

(d) The Updates will be provided electronically, unless otherwise agreed.

(e) Support services will be performed with due care, in a professional manner and according to the methods and standards normally applied by Qinematic.

1.4 Upgrades

(a) Qinematic may from time to time offer new versions of the Software in Upgrades. Such Upgrades will be offered at an upgrade-cost unless otherwise agreed in the License Agreement.

2. Support services - software as a service

2.1 Qinematic offers the following support and maintenance services as standard, unless otherwise stated in a separate Service Agreement.

2.2 Remote Support

(a) Qinematic shall, by telephone or by e-mail, provide remote support to the Customer in relation to the Services. 

(b) Support Services will be provided during weekdays between 9 am and 5 pm CET. Support services carried out outside of those hours require separate agreement.

(c) Support services will be performed with due care, in a professional manner and according to the methods and standards normally applied by Service provider.

3. Exceptions from the support services

3.1 Qinematic’s responsibilities in relation to the support services described in this document do not include defects caused through viruses or other outside influences, provided they were not negligently introduced by Qinematic, or defects caused by third parties in other ways or through other circumstances outside Qinematic’s control such as defects in equipment, accessories or software not constituting part of the licensed Software or the delivered Services.

4. Contact information

support@qinematic.com

5. Subcontractors

5.1 Qinematic may engage sub-contractors to execute the Support Services. Qinematic shall however remain primarily liable for the sub-contractor's work.