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Software Maintenance Terms and Conditions

Software Maintenance Terms and Conditions

version 1.1

Renewing your LogicalDOC software is entirely optional, but it will ensure your continued access to the following benefits:

Error Corrections

You'll continue to receive LogicalDOC's support for another 12 months. LogicalDOC's support is available to you via our online ticketing system or through support email.

Software Updates

Our products continue to evolve via frequent and significant updates. If you're after new features, ever improving usability and the latest innovations in issue tracking, active software maintenance ensures you continue to receive all the latest software updates for another 12 months.

Peace of mind

If your team depends on our products for many of its day to day activities, having a guaranteed direct line of contact to a committed support team offers great peace of mind.

Start of Maintenance

New license: Your 12 month software maintenance period will commence from the last date of the month in which you placed the order(eg. if you purchase on March 10th 20XX, your support will cover until March 31th 20XX)

Software maintenance renewal: Your 12 month software maintenance will commence from the expiration date of the previous maintenance period.

End of Maintenance

After the first 12 months, your software maintenance will expire and you will no longer be able to receive technical support or software updates. Renewing your software maintenance is done purely at your discretion and can be renewed in advance of your maintenance expiration to ensure uninterrupted access to the support and software updates.

As all licenses are perpetual, you can use your software into perpetuity. This means, the product will continue to operate the same way as it does before and after the maintenance period expires.

Please note: maintenance renewals commence from the date the previous maintenance period expires.

Renewal of Maintenance

If you want to renew the maintenance for your LogicalDOC software, you will be required to pay the 22% of the price of your license(that also includes optional features, components and customizations) at the time of renewal. In any case a minimum renewal price is applied and it depends on the product you have.

The maintenance renewal must be purchased before the expiration of the current support period.

The software itself will warn you about the support expiration 30 days before the expiration date.

Credits for Maintenance Renewal

If during the last support period you upgraded your license by purchasing new features or additional components, no credits will be recognized at the moment to renew the support.

So you will always pay the 22% of the license price(including optional features, components and customizations) at the time of renewal (or the minimum renewal price when it applies).

Reconnection of an expired maintenance contract

It is possible to reconnect an expired installation for another 12 months by paying the following two items:

  1. The normal maintenance renewal as already described above
  2. A reconnection fee calculated dividing by twelve the normal maintenance renewal and then multiplying this value for each month passed since the support expiration date

Causes of unilateral support interruption

Even if you have in place a valid support contract, the support service will be interrupted or suspended by LogicalDOC in the following cases:
  • You're late even with a single payment to LogicalDOC
  • You infringed the EULA or general usage conditions
  • You use LogicalDOC in a way that can rise legal problems to LogicalDOC
  • You adopt behaviours that affect the LogicalDOC's reputation

Software Downgrade

Downgrades are not admitted. In particular we do not admit the following downgrades:

  • Reduction of the maximum number of users
  • Conversion of regular users into read-only users
  • Conversion of read-only users to regular users
  • Reduction of the maximum storage
  • Reduction of the maximum number of documents
  • Reduction of the maximum number of tenants
  • Reduction of the maximum number of nodes
  • Elimination of an optional component
  • Whatever kind of reduction in the functionalities and/or working parameters

You can increase the limits and features at any time by contacting the customer service.

Remote support sessions

Sometimes a remote session is required to fulfil the support service. This may happen when we have to inspect your system to collect more information to identify and fix the problems. LogicalDOC only can decide if a remote session is required and in no way you can request a remote support session from your side. When a remote session is required, we will then provide you our licensed copy of TeamViewer Remote Control to connect to your installation. You must guarantee our operator the ability to directly interact with the system LogicalDOC is installed in. If you cannot accept TeamViewer, then we may negotiate, for a higher support fee, a different tool that offers the same functionalities.

What is not covered by the software maintenance

All the aspects not strictly related to the solution of errors or to the upgrade to newer releases are not covered by the software maintenance, in particular the following elements are not covered: training, migration of an existing installation to a new server or a different database management system or a different docker container, upgrade of the operative system, upgrade of the hardware, upgrade of the database management system, downgrade to a previous release, installation of SSL certificates, backup(if you do not use LogicalDOC Backup tool), restore of a damaged installation(if you do not use LogicalDOC Backup tool), move and maintenance of a documents store, move and maintenance of the relational database, recover caused by bad practices or interventions of the customer(manual editing of configuration files, database alterations, wrong deletions, etc.), custom reports design and assistance, custom form design and assistance, custom dashlets design and assistance, assistance in programming automation scripts, analysis, consultancy, assisted installation of patches and updates, fine tunings, performance optimizations, logs analysis, assistance in style and branding customizations. All the services not covered by the standard contract, can be purchased apart.

This document is published at the "Software Maintenance Terms and Conditions" section of this site and is subject to updating.

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