Xima Care Agreement
Last Updated January 28th, 2022
Support
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1. Sale of Services – Xima will offer to its Partners and End Users, where appropriate, Services on the Product on an optional basis. Xima will perform account management and invoicing. All other customer facing activities and obligations related to the Services provided in accordance with the terms of this Agreement are in force, unless otherwise agreed by the parties in writing. In connection with each resale of the Company’s Software, Xima will renew service agreements with existing Partners and Customers as applicable. Such Services will be sold under the agreement terms between Xima and the respective Partner and or End User. Each support related Purchase Order submitted by Partner or End User to Xima will identify the support option selected, if any. Xima may choose not to accept a Purchase Order for Services that fails to specify the support option resold provided that Xima shall provide notice of rejection of such Orders within three days of the date of the Order 2. Cancellations and Refunds – In the event of a cancellation of a Service agreement with Xima, the Customer will forfeit all prepaid services as no refunds will be issued. 3. Reactivation Fees: Xima provides a 30-day grace period to renew a contract without any reactivation fees once a contract has expired. Once the contract passes the 30-day mark, there is a reactivation fee of 20% or a minimum of $50 added if it is determined that the contract will be renewed. The fee is calculated based on Standard Xima Care pricing for one year. If 20% of the contract value is less than $50, the required amount to pay for the reactivation fee is $50. If 20% of the contract value is more than $50, the required amount to pay for the reactivation fee is whatever the cost of that 20% is. 4. Scope of Xima Support – The Xima Care package provides access to the Xima Support Team. This access is to be used to help diagnose, troubleshoot, and resolve technical issues related to the Chronicall software. Outlined below are policies governing the scope of support covered by Xima Support.
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4. Professional Service – Customers or resellers who want Xima Support to assist in any element that is outside of his or her scope of work may request a quote for professional services by contacting Xima Sales. Some examples of this include installing and/or configuring a customer’s software, writing custom reports, and creating custom wallboards. 5. Service Level Agreement (SLA)
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Software Training
Chronicall training is available to customers who have a valid and active Xima Care license on their serial. Customers may sign up for live webinar trainings at guide.ximasoftware.com/docs/training. Training classes are held regularly and focus on specific modules of the software.
Professional Services – Customers or resellers who want Xima to hold private, on-site, or other specialized trainings may request a quote for professional services by contacting Xima Sales.
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1. Chronicall Software Updates – Chronicall has been designed to have a seamless and straightforward update process. Chronicall update guides and videos are available at guide.ximasoftware.com. Should issues arise during or as a result of an update Xima Support will be happy to assist. Customers who have purchased a premium support plan can contact Xima Support to schedule an agent to be available to assist. 2. Major Release – This refers to changes to the Software that typically introduce new features, functionality, and that may be licensed separately by Xima. Major Releases do not have to be Backward Compatible to previous Major Releases of the Software. Change in the Software version level number to the left of the decimal (e.g., 1.X.X to 2.X.X) is a way to denote a Major Release. 3. Feature Release – This refers to changes to Software that typically introduce new optional features and functionality that may be licensed separately by Xima. Feature Releases shall be Backward Compatible. A change in the version number’s rightmost number after the decimal or dot/point (e.g., from X.1.X to X.2.X) is a way to denote an Feature Release. 4. Maintenance Release – This refers to patches, maintenance releases, improvements, modifications, enhancements, and new versions of the Software that Xima makes available to Partners and End Users under Xima’s Services. Maintenance Releases shall be Backward Compatible to previous Maintenance Releases. A change in the version number’s second rightmost digit after the decimal or dot/point (e.g., from X.X.1to X.X.2) is a way to denote a Maintenance Release. |
Data Collection and Privacy Policy
For additional information regarding Xima’s collection and processing of information, see Xima’s General Privacy Policy, which is available at http://www.ximasoftware.com/general-privacy-policy/
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1. End User or Customer – This refers to a third party that purchases and/or licenses the Product from any Partner or Distributor for production use. An End User also means a service provider, outsourcer, or integrator that licenses Product to provide application hosting services to its customers. 2. Release – This refers to a major release of Software considered to be the next generation of an existing product or a new product offering. For purposes of this Agreement, a Release includes and subsequent Software having the same or substantially similar functionality as the original Software even if it is a renamed, repackaged, or re-bundled version of the original Software, including Updates and Upgrades. 3. Software – This refers to the Object Code and/or Source Code, if applicable, version of those Software products specified and all Releases, Updates, and Upgrades thereto, including Documentation. Firmware is included in the definition of Software. 4. End of Sale (EOS) – This refers to the last date Xima will license the Software to Partners. 5. End of Support (EOSP) – This refers to the last date that Xima will provide support for Software subject to the requirements of this Agreement. |