Definition of Maintenance
Valid from 1st November 2001
Maintenance is an integral part of the product package. The client cannot
purchase the software licence without the maintenance component.
Hotline and Problem Solution Support
The client can make use of UMS Support during the Maintenance validity
period. Hotline and Problem Solution Support provision are governed by the
condition of the hotline service valid in the DATASYS Software technical support centre.
The support is provided via facsimile, electronic mail or Web. For addresses and
telephones see standard UMS Hotline.
DATASYS Software reserves the right to change hotline conditions at their own discretion
(telephone number, facsimile number, electronic address, waiting period).
Problem report and communication channels:
- Electronic mail, Web, facsimile
Problem solving:
- The reported problem will be dealt with within 24 hours from receipt of the
problem message, on working days between 8 a.m. and 5 p.m. CET
Hotline and Problem Solution Support include:
- Technical support of product installation and configuration
- Technical support of system administration
- Technical support of problem solving
- Technical support is only provided for the currently sold product release,
including upgrade from the immediately preceding to the current release.
Hotline and Problem Solution Support does NOT include (the list is not limited
to the following):
- On-the-spot intervention at the client's
- Technical support of other than DATASYS Software products
- Any training (installation, product administration, user training)
- Problem solving via telephone outside working hours, etc.
- Technical support of outdated product releases
Free Upgrade
DATASYS Software offers free product upgrade (at the price of the postage for the new
package delivery following current price list for postal services) to every new
release, Service Packs (SP) and hotfixes introduced to the market in full
version during the Maintenance validity period.
It is not possible to install any new Service Pack or fix or any new release
after Maintenance expiration - potential installation of those components would
be considered violation of valid licence conditions.
Free upgrade is only possible from the immediately preceding release to the
current release.
Maintenance Validity
- Maintenance is valid for the period of one year from the issue of the basis
activation key by DATASYS Software (the issue of the extension key does not affect
Maintenance validity).
- In relation to the evaluation key Maintenance is limited to Hotline and
Problem Solution Support and to the key validity period.
- Maintenance only applies to purchased components.
Maintenance Prolongation - The Maintenance prolongation price follows
current price list and is calculated from EUP (end user price) for the current
product release (on sale on the Maintenance prolongation application date).
- The price is calculated from all purchased components.
- The prolonged Maintenance validity begins with the date following the expiry
date of the previous Maintenance (including the cases when the Maintenance
prolongation has been purchased after the previous Maintenance expiry date).
Acquisition of Free Upgrade within Maintenance Period
Free Upgrade can only be required during the Maintenance validity period (but
not after Maintenance expiry). The upgrade can only be required from the
immediately preceding to the current product release. Free upgrade can be
acquired in the following ways:
- Via product Web site (free if released for Internet distribution)
- By post as a new product package (postal services to be paid following current
price list - for the price of postage, packing and data carriers)
New Release Supply within Maintenance Period
Application for a new release must include the following documents and must be
supported by meeting the following requirements:
- Possession of a valid Maintenance
- Submission of the new release order
- Submission of the invoice copy or the payment bill relating to the product and
evidencing payment of the product