Novunex will provide the following technical support and service levels with respect to the Service:

1.1 Information Service

Novunex will make available to the Client and notify the Client of available updates, bug fixes, new versions, and enhancements for the Service. 

1.2 Hotline Service and System Administrator Support

Based on the agreed support levels, Novunex will provide reasonable telephone and e-mail support for the Service to Client’s designated system administrator. Such support will include:

–           documenting fault reports
–           classification of faults
–           analysis and diagnosis of faults or bugs by remote access

Based on the agreed support levels, Novunex maintains a specially set-up helpdesk during the helpdesk hours and a dedicated hotline telephone number. 

Novunex will respond to any fault report within the defined support hours of the report on regular business days (e.g. Fault reports reported are answered by Monday the following week). Fault reports shall be accepted 24 hours a day, 7 days a week.  A unique reference number for every fault shall be issued by the ticket system; this will enable the Client to track the handling of the fault report. Response time is understood as meaning the period from the time when the initial fault report was submitted, or the initial request was made, to the time when initial action is taken in the form of an initial response or activity.

1.3 Update Service

Novunex will periodically update the Service with updates that contain bug fixes, solutions for any program errors or other faults discovered by Novunex or brought to its attention, improvements, or other enhancements or changes that Novunex makes available to all similarly situated clients at no additional charge.  New programs and new program modules and any other element of the Service that Novunex separately charges for, and any necessary hardware enhancements associated with such changes are not covered by Support Agreement.

1.4 Software bugs

All software bugs arising shall be rectified by Novunex only to the extent possible with a reasonable amount of time and effort.  At Novunex’s request, the Client will make the computer system used by the Client available to Novunex for test purposes (including the corresponding connection in the case of systems connected with other computers online), together with software programs, logs, diagnosis documents, and data, and shall support Novunex.  Novunex will not be required to rectify any bugs to the extent that the bugs are caused by deficiencies in the Client’s systems.

1.5 Customizations

The respective Support Agreement does not include any changes, enhancements, upgrades, or customizations to the Service that are specifically requested by the Client.  This Support Agreement shall not include the elimination of faults or damage caused by changes or improper use by Client, by third parties, by use of the Service contrary to its intended purpose, or by force majeure. However, such damage shall be rectified by Novunex if the customer separately pays the appropriate fee for this. The same shall apply to damage or faults caused by environmental conditions at the place of installation, by faults or failure of the power supply, by faulty hardware, or by any other effects for which Novunex is not responsible.

1.6 Additional services

Additional services not covered by this Agreement may be undertaken by Novunex at Client’s request for an additional fee. These services will be billed at Novunex then current hourly rates valid.

2 CLIENT OBLIGATIONS

2.1 Remote maintenance

To the extent necessary, the Client consents to the remote maintenance of the Service by Novunex. The client will meet the technical requirements necessary to facilitate such remote maintenance and shall, at any time, allow Novunex and/or its personnel remote access to perform its obligations.

2.2 Duty of Notification

If bugs or faults arise, Client will give Novunex prompt notification thereof and, within reason, support Novunex in investigating and eliminating the bugs and faults. In particular, this shall include submitting written fault reports to Novunex, at the latter’s request, and providing other data and logs suitable for analyzing the bug.

2.3 Qualified Employees

Client shall give Novunex the name of a qualified employee capable of providing the information and/or making the decisions necessary for the Novunex provision of its obligations hereunder.

2.4 Data Back Up

The Client shall be responsible for carrying out proper data backups and properly maintaining and servicing the software and hardware environment for access to the Service.

2.5 Suitable Hardware and Software

The Client undertakes to use only compatible hardware and software to access the Service and not to use any other software or hosted service solutions that cause incompatibility with the Service.