Commercial Support - zSQLgate
Version 1.2 2002-04-15
Index Data ApS, Copenhagen
This document specifies the terms and conditions of an optional support agreement (the Agreement), offered by Index Data ApS (ID) to users of zSQLgate (the Software).
The service comprises:
Unrestricted access to source code and binary files (for a restricted set of platforms) for the Software and any requisite supplementary tools, in tested and mutually compatible versions. New releases are made periodically (eg. every quarter) or as change warrants. Distribution via the Internet or CD-ROM on customer request.
Telephone or email advice concerning the use of the Software. Assistance in problem resolution, either in general or specific to the platforms covered by the Agreement (see below). The basic service covers an average of nine problem resolutions per quarter (ie. three problem resolutions per month on average).
Guaranteed attendance to bug reports within five working days.
Guaranteed patches/repairs for reproducible bugs within ten working days. (Reproducible bugs means situations or conditions where the software does not behave as the documentation or reasonable expectation suggests it should). Attendance to bugs in the software is not counted as ``problem resolutions'' (see above).
NOTE: Beyond this, we assume no responsibility for the use of the Software, or for any accidents or losses caused, directly or indirectly by the use of the Software.
To simplify communication, all contact between ID and the customer (related to the Agreement) must be facilitated by one of two contact persons from the customer's organisation.
The Cost of the service:
The basic price is EUR 5578 per year, and covers support for two different platforms, identified in advance. The platforms may be any of Solaris 2.X, Windows NT/95/98/2000 (using Microsoft VC++ v5.X), Digital Unix, or Linux.. Other platforms may be supported, subject to prior approval by ID. For some platforms, it may be necessary to provide access to an example of the platform at the cost of the client - either by loaning a running system to ID for the duration of the Agreement, or by supplying ID with access to a development system over the Internet.
If more than two platforms are to be supported, these can be added (under the same conditions as stated above) for an additional cost of EUR 1855 per year per platform.
NOTE: Subject to any appropriate deployment licences having been obtained, the client is free to use the Software on any number of platforms not covered by the Agreement, provided he is prepared to resolve platform-specific problems without assistance from ID.
All prices are stated without VAT. Payments are made quarterly, at the beginning of every quarter for the duration of the Agreement. Payments are due within 30 days of invoicing, and subject to 1.5% interest per month beyond that.
If the structure of the Agreement is not suitable for your organisation, please contact us. We want to adapt our service to your requirments.
This docment constitutes a formal offer and agreement to the terms set out above. Please indicate consent by returning a signed copy of this document to Index Data, together with the following information (this information may be supplied on a separate sheet if desired):
The agreement covers basic support for up to two different platforms (see preceding page), plus _____ additional platforms [specify]: _______________________________
COMPANY NAME: _______________________________
BILLING ADDRESS: _______________________________
YOUR REFERENCE: _______________________________ (for invoicing purposes)
CONTACT PERSON #1: _______________________________
CONTACT PERSON #2: _______________________________
YOUR SIGNATURE: _______________________________ DATE: _____________
ACCEPTED INDEX DATA _______________________________ DATE: _____________
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