General

This Agreement is made by and between Alpha-E BARCODE SOLUTIONS PVT. LTD., a company having its principal place of business located at Ahmedabad, Gujarat - and - an individual entity that represents you.

Software Maintenance & Support Agreement

This agreement (“Support Agreement” ,“Software Assurance” , “Agreement”) is to define the terms and conditions under which Technical Support, Maintenance and Software Upgrades will be provided by Alpha-E BARCODE SOLUTIONS PVT. LTD. (“Vendor”) to the undersigned organization (“Customer” , “Client”) for the support of Software (“Software”).

Overview

Software Assurance is an annual subscription that includes: Technical Support, Maintenance and Software Updation.

Support Fees

The customer agrees to pay according to the ongoing price of the software per year with tax for each user license. Payment for each renewal term shall be due within thirty (30) days of the renewal date at the Vendor’s current price for a support agreement.

• Payment should be made 100% advance Against Bill.
• Payment Made through cheque or DD in favor of "Vendor".

Terms

This agreement shall start on the Effective Date on the payment date. This agreement shall run for a period of one (1) year from the Effective Date. If Client or Customer do not renew their contract within (30) days after expiration, are not eligible for any kind of support such as Online support, Telephonic Support, Technical Support, etc.

Vendor Responsibilities

• Time to time updation of software
• Online Support
• Vendor is not responsible for Operator's mistake of for Data Corruption
• Support will be provided to the Client for assistance with software bugs, repair of known issues, troubleshooting of software malfunctions, installation and deployment, general questions, end-user questions, software administration and best practices procedures.
• The vendor will provide support Monday to Friday from 10:00 AM to 7:00 PM IST except for Vendor holidays.
• Direct call support will be provided to new Customers for 30 days only.

Customer Responsibilities

• All support shall be online through broadband internet connectivity.
• The Client may open a new Support Ticket by submitting a query online.
• Offline Support i.e., Telephonic will be provided in such circumstances like Software is experiencing any technical problem during Startup.
• The customer is responsible to reimburse "Vendor" for reasonable expenses related to the performance of onsite services. Expenses may include but are not limited to, per day charges, travel (including transportation, lodging and associated expenses) and other out­of­pocket expenses reasonably required for the performance of services.
• Customer is liable to pay extra charges for LAN Computers and Any Add On Features.

Services not included

Maintenance Services do not include any of the following:

• Hardware or Operating system support.
• Performance tuning and Storage, Backup and Data Recovery/Loss
• Software Version Upgrade, any customization, document reports, or any type of report to cater to the special need of the customer.

Warranty

The vendor will undertake all reasonable efforts to provide technical assistance under this agreement and to rectify or provide solutions to problems where the Software does not function as described in the Software documentation, but the Vendor does not guarantee that the problems will be solved or that any item will be error-free. This agreement is only applicable to Vendor Software running under the certified environments specified in the release notes for that product. The vendor will provide the Customer with substantially the same level of service throughout the term of this agreement. Vendor may from time to time, however, discontinue Software products or versions and stop supporting Software products or versions one year after discontinuance, or otherwise discontinue any support service.

This warranty is exclusive and is instead of all other warranties, whether express or implied, including any warranties of merchantability or fitness for a particular purpose.

Any oral or written representations, proposals, or statements made on or before the effective date of this agreement. The vendor expressly disclaims all other warranties.

This agreement may be terminated for non-payment or material breach. Fees paid or due are nonrefundable unless. Termination of this agreement may only be made by a designated person. Upon termination of this Agreement, Service Provider shall have no further obligation to provide any Services hereunder to Customer.

Intellectual Property

The vendor will retain ownership of all proprietary rights in the Software, including certain rights if any, that Vendor has pursuant to license from another party. Upon full payment of the fees set forth in this Agreement, the Vendor will grant to Client a non-exclusive license to use the Software in its own business. The client is not authorized to sell, transfer, or license the Software or rights thereto to any other person or organization.

Arbitration

Any dispute arising under this Agreement will be subject to binding arbitration by a single Arbitrator with the INDIAN COUNCIL OF ARBITRATION (ICA) in accordance with its relevant industry rules if any.

Please sign, date and return copy of this Agreement to Alpha-E Barcode Solutions Pvt. Ltd. via email digital copy to admin@alphaebarcode.com

CUSTOMER ACKNOWLEDGES THAT CUSTOMER HAS READ ALL OF THE TERMS AND CONDITIONS OF THIS AGREEMENT. CUSTOMER REPRESENTS TO Alpha-E BARCODE SOLUTIONS PVT. LTD. THAT CUSTOMER UNDERSTANDS THOSE TERMS AND CONDITIONS AND AGREES TO BE BOUND BY THEM.