Maintenance & Support Services

Last Modified: June 20, 2024

1. Maintenance and Support Services

Una shall provide the Client with the following maintenance and support services (the “Support Services”) in connection with the Subscribed Services, subject to the terms and conditions set forth in this Exhibit and so long as the Subscription Fees are paid by Client.

a. Standard Email & Telephone Support.  During normal business hours (9:00 a.m. to 8:00 p.m. Eastern Standard Time, Monday through Friday, US holidays excepted), Una shall provide Client technical assistance by email and telephone with respect to the Use of the Subscription Services, the identification of Subscription Services, Client Software and/or Documentation problems and the reporting of Bugs.  Client shall designate up to two (2) contacts to request and receive email/telephone support services from Una. For greater certainty, standard email and telephone support does not include assistance with the creation of Client applications. Support requests can be submitted at info@unasoftware.com.

b. Bug Fixes.  Una shall exercise commercially reasonable efforts to correct any reproducible malfunction of the Subscription Services and Client Software reported to Una by Client that prevents the Subscription Services from performing in accordance with the operating specifications described in the Documentation (“Bugs”).

c. Exclusions.  Una shall have no obligation to provide Support Services with respect to or in connection with: (i) Client Software which is modified without Una's written consent, (ii) Subscription Services or Client Software which are used by the Client other than in accordance with this Agreement or the Documentation, (iii) Client's applications, or (iv) Subscription Services or Client Software installed on or used from any computer hardware or software not specified in the Documentation.

d. Maintenance Term.  Una shall provide the Support Services to the Client for as long as Client is subscribed to Subscription Services.

2. Cessation or Termination of Support Services

Una may suspend or cease to provide the Support Services if Client fails to pay the Fees when due.  In the event this Agreement is terminated, Una shall have no further obligation to provide the Support Services.

3. Separate Agreement for Other Services

In the event the Client requests that the Una perform any services outside the scope of the Support Services, the parties agree that such services may be provided for an additional charge pursuant to a separate agreement.