Maintenance and Support

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Last Edited: 2024, March 1st Dane Technology reserves the right to change these SLA terms from time to time.

Supported Products & Versions

• Support shall only be provided to customer’s with active maintenance. Any Dane products/licenses under the account, that are not paid and up-to-date on Maintenance and Support will result in the entire account moving to ‘Not Supported’ status.
• The Services will be provided only with respect to releases of the Licensed Product that are supported by Dane Technology.
• The Service shall not cover Errors that have been caused by
  • (a) amendments, alterations or modifications to the Product made by Customer or third parties;
  • (b) using the Product in a manner that is in violation of the License Agreement or contrary to the instructions given by Dane Technology, or
  • (c) Customer’s combining or merging of the licensed Product with any hardware or software not identified as compatible by Dane Technology.

Communications

• All communication with Dane Technology shall be channeled through the customer’s authorized contacts by e-mail, telephone, by using a web form, or by any other method designated by Dane Technology from time to time. A web form for Support Requests is available at Dane Technology’ website.
• The language for all communication related to the Services shall be English or French.

Ticket Handling

• Upon receiving a support request, Dane Technology shall confirm that the request includes Customer and technical information required for a timely and efficient response.

• Customer shall receive email communication when the call:

  • (a) is first received or logged by Dnae Technology (automatic notification); or
  • (b) requires more information during the troubleshooting process; or
  • (c) is responded to and/or resolved;

• Ticket Escalation Customers have the ability to escalate their service request via the user portal. Using the ‘Escalation’ process in Dane support means that:

  • (a) The issue isn’t being resolved appropriately or in a timely manner.
  • (b) The issue has become more severe or should be assigned a higher priority, and requires management escalation

• Ticket Resolution a problem is considered resolved when:

  • (a) The Customer has been advised on how to correct or bypass the error; or
  • (b) The Customer has been informed that the correction to the error will be available through a future software upgrade or software patch.

Ticket Classification

Severity Level	Description
Critical	A problem that severely impacts your use of the Dane licensed software in a production environment (such as loss of production data or in which your production systems are not functioning). The situation halts your business operations and no workaround exists.
High	A problem in which the Dane licensed software is functioning but your use in a production environment is severely reduced. The situation is causing a high impact to portions of your business operations and no workaround exists.
Medium	A problem that involves partial, non-critical loss of use of the Dane licensed software in a production environment or development environment. For production environments, there is a medium-to-low impact on your business, but your business continues to function, with or without a workaround. For development environments, where the situation is causing your project to no longer continue or migrate into production.
Low	A general usage question, reporting of a documentation error, or recommendation for a future product enhancement or modification. For production environments, there is low-to-no impact on your business or the performance or functionality of your system. For development environments, there is a medium-to-low impact on your business, but your business continues to function, including by using a process workaround.

Software Maintenance

Dane Technology may make new upgrades available for the Licensed Software from time to time. Upgrades may include generally available versions, releases, builds, patches and dynamic updates, but exclude new Products, and new versions that are licensed and/or charged separately.

Support Service Levels (SLA)

The following Service Level (SLA) table applies to software licenses that are covered under Support subscription, as applicable:

	Standard Support	Premium Support
Availability	Standard office hours (1)	Standard business hours (24x7 for Critical or High)

(1) Dane Technology follows the generally accepted practice that Standard Business Hours are 9:00 AM to 6:00 PM (0900-1800) Paris (France) time. Standard Business Hours do not include weekends or local public holidays.

	Initial Response
Critical	Within 2 business hours	Within 2 business hours
High	By the end of the next business day	Within 4 business hours
Medium	By the end of the next 2 business days	By the end of the next business days
Low	By the end of the next 3 business days	By the end of the next 2 business days