<?xml version='1.0' encoding='UTF-8' ?> <!DOCTYPE html PUBLIC '-//W3C//DTD XHTML 1.0 Transitional//EN' 'http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd'> <html class="client-nojs" dir="ltr" lang="en"> <head> <meta charset="UTF-8" /> <title>Works/Technical Support/Agreement - OpenSCADAWiki</title> <meta content="MediaWiki 1.26.4" name="generator" /> <link href="https://www.gnu.org/copyleft/fdl.html" rel="copyright" /> <link href="files/doc.css" rel="stylesheet" /></head> <body><div class="floatright"><a href="index.html"><img alt="OpenSCADA" src="../en/files/index.png" /></a></div><div id="mw_header"> <div class="mw-indicators"> </div> <h1 id="firstHeading" lang="en">Works/Technical Support/Agreement</h1> </div><div class="mw-content-ltr" dir="ltr" id="mw-content-text" lang="en"><div class="mw-pt-languages" dir="ltr" lang="en"><div class="mw-pt-languages-list autonym"><span class="mw-pt-languages-ui mw-pt-languages-selected mw-pt-progress mw-pt-progress--complete">English</span> • ‎<a class="mw-pt-progress mw-pt-progress--complete" href="../ru/Technical_Support_Agreement.html" title="Работы/ТехничеÑÐºÐ°Ñ ÐŸÐ¾Ð´Ð´ÐµÑ€Ð¶ÐºÐ°/Соглашение (100% translated)">mRussian</a> • ‎<a class="mw-pt-progress mw-pt-progress--complete" href="../uk/Technical_Support_Agreement.html" title="Роботи/Технічна Підтримка/Угода (100% translated)">УкраїнÑька</a></div></div> <h2><span class="mw-headline" id="AGREEMENT_ON_TECHNICAL_SUPPORT_OF_THE_.22OpenSCADA.22_SOFTWARE">AGREEMENT ON TECHNICAL SUPPORT OF THE "OpenSCADA" SOFTWARE</span></h2> <div style="float:right; border:1px solid gray; width:300px; padding:2px; margin-left: 10pt; margin-bottom: 10pt;"> <ul><li> <b>Version:</b> 2.0 (of Jul 2020)</li></ul> </div> <p>This <b>Agreement</b> applies to the <a class="external" href="http://oscada.org/wiki/Special:MyLanguage/Works/Technical_Support" title="Special:MyLanguage/Works/Technical Support"><b>Technical Support</b> packages</a> and if you do not agree to its terms, you must not use these services! </p><p>1. TERMS AND DEFINITIONS </p> <dl><dd> "<b>Contractor</b>" – OpenSCADA software developers Team, who is providing the actions on the <b>Technical Support</b>.</dd> <dd> "<b>Customer</b>" – private or legal person that is provided with the <b>Technical Support</b> on basis of this <b>Agreement</b>.</dd> <dd> "<b>Designated user of the Customer</b>" – representative of <b>Customer</b> in the interaction with <b>Contractor</b>, who is appointed by <b>Customer</b>.</dd> <dd> "<b>Party</b>" or "<b>Parties</b>" – <b>Customer</b> and/or <b>Contractor</b>.</dd> <dd> "<b>Period of the support</b>" – support period, determined by the purchased <b>TS</b> package.</dd> <dd> "<b>Problem</b>" – malfunction of the <b>Product</b> — a single technical problem, which cannot reasonably be subdivided into multiple parts.</dd> <dd> "<b>Product</b>" – OpenSCADA software, for which the <b>Technical Support</b> is provided.</dd> <dd> "<b>Request</b>" – notification of <b>Contractor</b> by <b>Customer</b> about a <b>Problem</b> of using the <b>Product</b>.</dd> <dd> "<b>Response Time</b>" – period of time from when <b>Customer</b> notifies <b>Contractor</b> about a <b>Problem</b> until <b>Contractor</b> provides <b>Customer</b> with a response, but not necessarily a solution.</dd> <dd> "<b>Technical Support (TS)</b>" – assistance, provided by the <b>Contractor</b>, which assists <b>Designated user of the Customer</b> in the <b>Product</b> installation, its use and solving <b>Problems</b> of the functioning.</dd></dl> <p>2. SUBJECT OF THE AGREEMENT </p> <dl><dd>2.1. <b>Contractor</b> provides <b>Designated user of the Customer</b> with support for the <b>Product</b> versions, for which <b>Customer</b> has purchased support, from <b>Contractor.</b></dd> <dd>2.2. <b>Contractor</b> invests a commercially reasonable time and effort, limited by the total equivalent labor intensity of the <b>TS</b> package, in resolution of a reported <b>Problem</b> and provides the <b>Designated user of Customer</b> with a response addressing the <b>Problem</b>.</dd> <dd>2.3. Fixes are made to the next service update of the stable version (LTS) or the next Subversion revision of the working version (Work) of the <b>Product</b>, which is carried out during the <b>Response Time</b> of the package <b>TS</b>, if the process of the <b>Problem</b> diagnosis and solution does not exceed this time. In cases when the time of receiving the solution of the <b>Problem</b> is very critical and it is not possible to wait for its full solution, <b>Contractor</b> will provide <b>Designated user of the Customer</b> in a temporary solution of the <b>Problem</b>.</dd> <dd>2.4. <b>Contractor</b> provides <b>Customer</b> with the related consultations on the Product's functionality, informs <b>Customer</b> about new versions and extensions of the <b>Product's</b> functionality in new versions.</dd></dl> <p>3. GENERAL PROVISIONS </p> <dl><dd>3.1. <b>Contractor</b> may include the name and logo of the <b>Customer's</b> company in the public list of <b>Contractor's</b> clients.</dd> <dd>3.2. <b>Customer's</b> and <b>Contractor's</b> obligations: <dl><dd>a) maintain the "Confidential Information" of other <i>Party</i> in strict confidence;</dd> <dd>b) do not disclose "Confidential Information" to third parties without the prior written consent of the other <b>Party</b>;</dd> <dd>c) do not use, directly or indirectly, the "Confidential Information" for any purpose other than to carry out its duties under this <b>Agreement</b>;</dd> <dd>d) the <b>Contractor's</b> and <b>Customer's</b> obligations about the "Confidential Information" continue during the <b>Period of the support</b> and for period of five (5) years after expiration or ceasing this <b>Agreement</b>.</dd></dl></dd> <dd>3.3. <b>Contractor</b> has the right to change the provisions of this <b>Agreement</b>. In this case, <b>Contractor</b> undertakes to comply with the terms of this <b>Agreement</b>, existing at the time of payment by the <b>Customer</b> for the <b>Technical Support</b> service, in order to prevent deterioration of <b>Customer's</b> service conditions.</dd> <dd>3.4. <b>Contractor</b> undertakes to publicly announce the changes made to this <b>Agreement</b>.</dd> <dd>3.5. <b>Contractor</b> does not guarantee that the provided support will be successful in resolving any <b>Problems</b> reported by the <b>Customer</b>.</dd> <dd>3.6. <b>Contractor</b> is under no circumstances liable for damage and loss of profits, interruption of business, loss or damage to the data of the <b>Customer</b>.</dd> <dd>3.7. <b>Customer</b> has no right to assign or transfer all or part of its rights and obligations under this <b>Agreement</b> without the prior consent of <b>Contractor</b>.</dd> <dd>3.8. When processing the <b>Request</b>, sent by e-mail or in other way, foreseen in the <b>TS</b> package, <b>Contractor</b> cannot be liable for the availability of postal and information services of third parties. If <b>Customer</b> has not received the response, <b>Customer</b> should re-send the <b>Request</b> to the e-mail or contact <b>Contractor</b> in another way.</dd> <dd>3.9. In describing the <b>Problem</b>, <b>Customer</b> should use the <a href="Terms.html" title="Special:MyLanguage/Documents/Terms">terminology adopted in the <b>Product</b></a>.</dd></dl> <p>4. PROCEDURE FOR SUBMITTING REQUESTS TO THE TECHNICAL SUPPORT SERVICE </p> <dl><dd>4.1. The basis for providing the <b>Technical Support</b> is the <b>Customer's Request</b>. The <b>Request</b> must be sent to the email address <a class="external text" href="mailto:service@oscada.org" rel="nofollow noreferrer noopener" target="_blank">service at oscada.org</a>, to the <a class="external text" href="http://oscada.org/en/forum/" rel="nofollow noreferrer noopener" target="_blank">forum</a> section for the <b>Technical Support</b> or directly to the <b>Contractor's</b> email address in the domain "oscada.org".</dd> <dd>4.2. In order to present the <b>Problem</b> in detail and not to use beforehand the equivalent complexity of the package <b>TS</b> at the consultation, unless of course it is <b>Customer's</b> purpose of the <b>TS</b> package purchasing, before submitting the <b>Request</b> to the <b>Technical Support</b> service, <b>Customer</b> should consult the available information on this issue in the <a class="external" href="http://oscada.org/wiki/Special:MyLanguage/Home" title="Special:MyLanguage/Home">documentation, manuals</a>, <a href="FAQ.html" title="Special:MyLanguage/Documents/FAQ">FAQ</a> and <a class="external text" href="http://oscada.org/en/main/" rel="nofollow noreferrer noopener" target="_blank">use the site and forum search</a>. If the <b>Problem</b> is analogous to the situation described in the documentation or in the appropriate forum discussions, but requires further explanation, <b>Customer</b> should provide a link to the original document or discussion.</dd> <dd>4.3. The <b>Request</b> must contain the accurately and correctly formulated <b>Problem</b> to be solved. The <b>Request</b> must contain the following information: <dl><dd>a) description of the <b>Problem</b> and comprehensive step-by-step information to reproduce the <b>Problem</b> by <b>Contractor</b>;</dd> <dd>b) determining the runtime environment on which the <b>Problem</b> is reproduced, consisting of: operating system (distribution), hardware platform, startup and execution conditions, and other specifics of the environment;</dd> <dd>c) periodicity of the <b>Problem</b> reproduction;</dd> <dd>d) <b>Customer's</b> version of the <b>Product</b>;</dd> <dd>e) criticality of the <b>Problem</b>;</dd> <dd>f) additional information: <a href="How_to_Crash_report.html" title="Special:MyLanguage/Documents/How to/Crash report">crash reports</a>, screen-shots, OpenSCADA project of reproducing the <b>Problem</b>, ...; all additional materials must be attached to the e-mail or message of the <b>TS</b> forum; preference should be given to JPEG and PNG image formats; compressed materials must be provided by ZIP or TAR-archives; executable content and documents in platform-dependent formats, such as Microsoft Office®, are not accepted;</dd> <dd>g) contact details with determination of e-mail address and other auxiliary requisites of <b>Designated user of the Customer</b>, according to the package <b>TS</b>.</dd></dl></dd> <dd>4.4. <b>Designated user of the Customer</b> shall promptly respond to requests from <b>Contractor</b> for additional information.</dd></dl> <p>5. PROCEDURE FOR PROCESSING REQUESTS </p> <dl><dd>5.1. The <b>Requests</b> are processed from <b>8 am to 5 pm (+2 GMT — at Kyiv, Ukraine)</b> daily, except weekends. The answers to the questions are sent to the <b>Customer</b> by the question channel, from the list of channels of the <b>TS</b> package, and in the same period of time.</dd> <dd>5.2. Upon receipt of the <b>Request</b>, <b>Customer</b>, in its turn, receives notification of the start of its processing.</dd> <dd>5.3. The <b>Requests</b> are processed in order they are received. The maximum reaction term to the <b>Request</b> is determined by the <b>TS</b> package. The <b>Requests</b> with a high level of the criticality can be processed out of turn.</dd> <dd>5.4. The <b>Requests</b>, from other channels (in particular — Jabber, phone and other) are not the official ones and such channels are considered only of personal and additional communication.</dd> <dd>5.5. Resolution of the <b>Problem</b> can be postponed, or even impossible, for the following main reasons: <dl><dd>a) it is impossible to reproduce the <b>Problem</b> and there is no access to the configuration of <b>Customer</b>;</dd> <dd>b) <b>Customer</b> does not provide enough information to solve the <b>Problem</b>;</dd> <dd>c) the <b>Problem</b> is presented incorrectly or discussion of the <b>Problem</b> is not constructive, respectively, the resolution is delayed because of delays in providing information upon the <b>Request</b>;</dd> <dd>d) the <b>Problem</b> needs in-depth diagnosis or is conceptual, which involves significant and long-term refinement or even revision of the concept.</dd></dl></dd></dl> <p>6. PAYMENT </p> <dl><dd>6.1. Payment must be performed before <b>Contractor</b> shall provide <b>Customer</b> with the <b>Technical Support</b> and through <a class="external text" href="http://oscada.org/en/services/money-transfer/" rel="nofollow noreferrer noopener" target="_blank">official ways of money transfer</a>.</dd> <dd>6.2. After receiving the payment the registration of <b>Customer</b> on the <b>TS</b> forum is made and reception of the <b>Requests</b> is started by e-mail.</dd></dl> <p>7. SUPPORT LIMITATIONS </p> <dl><dd>7.1. The <b>Technical Support</b> does not expand to obsolete versions and unofficial builds, but may be provided for working (Work) versions that require consideration of the risks of using the branch of developing and processing the features, unless of course you sponsor the same features with the <b>TS</b> package on purpose.</dd> <dd>7.2. <b>Contractor</b> shall have no obligation to provide the <b>Technical Support</b> for hardware problems or the <b>Product</b> which has been the subject of improper use or modification.</dd> <dd>7.3. <b>Contractor</b> shall only provide the <b>Technical Support</b> for <b>Problems</b> that can be reproduced on officially supported versions of the <b>Product</b>, which are listed on the <a class="external" href="http://oscada.org/wiki/Special:MyLanguage/Works/Technical_Support" title="Special:MyLanguage/Works/Technical Support"><b>Technical Support</b> page</a> and which, for the working version (Work), is the last one at the time of submitting the <b>Request</b>.</dd> <dd>7.4. The <b>Agreement</b> may be completed beforehand, ie terminated the <b>Technical Support</b>, due to the exhaustion of the total equivalent labor intensity of the purchased package <b>TP</b> when the <b>Period of the support</b> is actual yet. What is achieved either by the large number and complexity of the <b>Requests</b>, or by performing related tasks, or in complex. Restoration of the <b>Technical Support</b> service, in this case, is possible only by purchasing a new package <b>TP</b>.</dd></dl> <p>8. TERMINATION THE AGREEMENT </p> <dl><dd>8.1. Each <b>Party</b> may terminate the <b>Agreement</b> at any time immediately upon written notice to other <b>Party</b> if other <b>Party</b> breaches this <b>Agreement</b>.</dd> <dd>8.2. Each <b>Party</b> has the right to terminate this <b>Agreement</b> immediately upon written notice in the event that the other <b>Party</b> becomes insolvent, goes bankrupt, ceases to do business, or acts equivalently to the anything listed in accordance with the law of the other <b>Party</b>.</dd> <dd>8.3. <b>Contractor</b> is obliged to return the cost of paid services on the <b>TS</b> minus the cost of services actually provided. The cost of already provided <b>TS</b> services is calculated by dividing the value of paid <b>TS</b> services to twelve (12) and multiplying the obtained value by the number of calendar months that have elapsed since payment; in the absence of direct use of the equivalent labor time, which is taken into account by subtracting this time from the total cost of the package.</dd></dl> <p>9. FORCE MAJEURE </p> <dl><dd>9.1. <b>Parties</b> are released from liability for partial or complete non-performance of obligations under the <b>Agreement</b>, if it was caused by force majeure circumstances, that is: fire, flood, earthquake, sabotage, military action or changes in legislation; if these circumstances directly affect the performance of obligations under the <b>Agreement</b>. At the same time, the term of fulfillment of obligations moves in proportion to the time during which these circumstances acted.</dd> <dd>9.2. If these circumstances continue for more than three (3) months, each <b>Party</b> shall have the right to unilaterally terminate the <b>Agreement</b>, in which case neither <b>Party</b> shall have the right to compensation for loss of profits, except for obligation of <b>Contractor</b> within ten (10) days to return the cost of services not provided due to force majeure circumstances, but paid by the <b>Customer</b> at the time of the specified circumstances.</dd></dl> </div><table style="border-top: dotted 2px #999999; margin-top: 20pt; color: gray;" width="100%"><tr><td style="text-align: left;" width="40%"><a href="http://oscada.org/wiki/Works/Technical_Support/Agreement/en">Works/Technical_Support/Agreement/en</a> - <a href="http://oscada.org/en/main/about-the-project/licenses/">GFDL</a></td><td style="text-align: center;">March 2025</td><td style="text-align: right;" width="40%">OpenSCADA 1+r3012</td></tr></table></body> </html>