Support Agreement Intrapages
This Support Agreement including its Annex (“SA”) applies to you and Consili Consulting AB (“Consili” or “We”) for the support of our Intrapages, which includes the Consili
Intrapages and all versions, features, applications and modules thereto (“Software”). BY CLICKING “I ACCEPT”, YOU AGREE TO ALL TERMS AND CONDITIONS OF THIS SA.
The purpose of this agreement is to regulate terms for 2nd level support in software delivered by Consili to the client.
Consili shall keep a support organization and have competent personnel in readiness for the Clients disposal. Support questions and carrying through of maintenance is performed
on week days (Monday to Friday) between 09:00 – 18:00 CET. No support or maintenance is performed during Swedish holidays.
This agreement allows personnel, specified by the Client to contact Consilis support department. The specified personnel shall be persons who actually work in the applications
or is the administrator of an application.
Support level 1. Target for first call back: 1 day
Definition of User support
User support means assisting by instructions in using the applications as they are meant to be used by Users and Supers Users according to ordered functionality. Consili
delivers 2nd level support only.
HOW THE HELP DESK WORKS
User support questions and maintenance tasks are reported into the support webpage. If the reported case is not a support case, task according to this agreement this will be
reported back in the feedback. In such case the parties shall agree on how to carry through the case or assignment before the actual work starts.
Following of the Clients personnel are allowed to contact Consilis support organization against this agreement:
Super Users and administrators supplying support to the Client enterprise of applications specified in chapter 2. Totally a maximum of 2 persons
Cases shall be reported by Clients personnel to the support channel specified by Consili. In case of escalation process Clients personal can contact Consilis Support Duty
EXTERNAL ACCESS TO THE CLIENTS SYSTEM
Consili will give support, trouble shoot and carry through maintenance in the applications via external access only. The Client is responsible for setting up and will maintain
the external access enabling the Consilis support organization to access the Clients systems.
Feedback within specified working hours does not guarantee that the reported case or task has been solved. Additional functions or other adjustments of work (documentation
included) or tasks related to other areas than the applications, will be handled as usual consultation and offered accordingly. Support is only done in software applications
developed and supplied by Consili.
Subscription support agreement for one year periods shall renew automatically for another period upon expiration of each year. If this agreement is terminated or cancelled,
independently if the Client or Consili initiated the termination, any paid support and maintenance fee will not be repaid.
You agree to pay us all fees detailed on your Support Order Form in accordance with the agreed upon payment terms. Fees do not include sales, use, value added or other taxes
(including applicable withholding taxes), all of which are your responsibility. Bank and credit card charges at your expense. All fees are payable in the currency indicated on
your Software Order Form, within 14 days after the date of our invoice. Overdue amounts may be subject to a service charge of 1.5% per month, but no more than the amount
allowed by law.
Consili can terminate this Agreement with immediate effect if the Customer breaches any of his obligations under this Agreement or if the Customer becomes insolvent or goes
bankrupt. The Customer can cancel this Agreement by submitting written notification to Consili 3 months before expiration of the agreement. Written notification of cancellation
must be confirmed as being received by Consili within the expiration of the deadline for the Customer to have the right of cancellation.
GOVERNING LAW – DISPUTES – LEGAL VENUE
The rights and obligations of the parties under the Agreement shall in their entirety be governed by Swedish law. If a dispute arises in connection with the interpretation of
this Agreement, the parties shall attempt to resolve the dispute through amicable negotiations. If the dispute cannot be resolved in this way, it shall be referred to the
ordinary courts of law with the registered address of Consili as the exclusive venue.
All notices must be made in writing. An email is sufficient. All notices must be addressed to:
Consili Consulting AB
Norra Hamngatan 18
411 06 GÖTEBORG, Sweden