Exhibit 4 – Additional Services Agreement
Creation Date (28.10.2020) Version [1.5] Revision date: [2.12.2025]
Exhibit 4 – Additional Services Agreement
1. ADDITIONAL DEFINITIONS
Event Outside the Supplier’s Control: Any act or event beyond the Supplier’s reasonable control, including without limitation failure of public or private telecommunications networks.
Help Desk Support: Any support provided by the Supplier’s help desk technicians by calling the national telephone number provided to the Customer.
Online Support: The remote provision of Support from the Supplier offices or Supplier’s other chosen location and not on site as specified in Appendix 1.
Ordinary Support Hours: The hours between 08 to 16 CET on Working Days in Norway during which the Additional Support Services is available at regular prices.
Response Time: The period from the Customer contacts the Supplier as designated for Support Response, until the Supplier responds to inform that the Supplier has begun to handle the request.
Working Days: The ordinary working days in Norway, meaning Monday through Friday except public holidays in Norway.
2. LIABILITY LIMITATION
The Supplier will perform the Support in accordance with the Agreement but the Supplier gives no representation or warranty that all faults, hereunder bugs, errors, defects and other malfunctions, will be fixed, or will be fixed within a specified period of time.
The Agreement sets out the full extent of our obligations and liabilities in respect of the provision of the Support. Except as expressly stated in this Agreement, there are no conditions, warranties, representations or other terms, express or implied, that are binding on the Supplier. Any condition, warranty, representation or other term concerning the provision of the Support, which might otherwise be relevant to the Agreement, whether statutory or otherwise, is excluded to the fullest extent permitted by law.
The Supplier will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under this Agreement that is caused by an Event Outside the Supplier’s Control. If an Event Outside the Supplier’s Control takes place that affects the performance of the Supplier’s obligations under this Agreement, the Supplier’s obligations will be suspended and the time for performance of the obligations will be extended for the duration of the Event Outside the Supplier’s Control. During this time period, the Supplier shall use Commercially Reasonable Endeavours to find a solution by which the Supplier’s obligations may be performed despite the Event Outside the Supplier’s Control.
3. CONSULTANCY SERVICES
The Customer can order certain consultancy services that will be delivered to the Customer on a time and material basis. Such services may in example be one of the following consultancy services:
- Creation of data for the Customer.
- Assistance in connection with consequential damages for the Customer caused by defects in the Products or incorrect use of the Products.
- Support Response that is not included in any Standard Support or pre-paid Extended Support.
- Training services to the Customer or the Admin.
- Installation services not included in the License fee.
- Implementation services of other Products than the ones that are included in the License fee.
- Any assistance due to changes the Customer has made to the Hardware setup, a new operating System, or other things that lead to disturbances in the operation or use of the Products.
- Any work due to negligence from the Customer or his people, and damage and / or loss the Customer carries the risk of, accidents, fire, etc.
4. EXTENDED SUPPORT
The Supplier offers the Customer extended support regarding the Products as described in this Additional Service Agreement between the Parties. The Customer may choose one or several of this Additional Support Services, and such choices shall be reflected in the Price Attachment to Exhibit 5.
Support Response time NB : This extended support service will give the Customer the right for its appointed Admin to send questions regarding the Products to the Supplier on the e-mail stated in the Customer Portal for Single point of contact (SPOC) that will be responded to within the next business day (NBD) measured on working days in Norway during the License Period, provided that the Customer has paid the applicable License Fee for such Products.
Support Response time 4 hours: This extended support service will give the Customer the right for its appointed Admin to send questions regarding the Products to the Supplier on the e-mail stated in the Customer Portal for Single point of contact (SPOC) that will be responded to within 4 hours measured on working days in Norway during the License Period, provided that the Customer has paid the applicable License Fee for such Products.
Support Response time 2 hours: This extended support service will give the Customer the right for its appointed Admin to send questions regarding the Products to the Supplier on the e-mail stated in the Customer Portal for Single point of contact (SPOC) that will be responded to within 2 hours measured on working days in Norway during the License Period, provided that the Customer has paid the applicable License Fee for such Products.
5. EXTENDED MAINTENANCE
The Supplier offers the Customer extended maintenance regarding the Products as described in this Additional Service Agreement between the Parties. The Customer may choose one or several of this Additional Maintenance Services, and such choices shall be reflected in the Price Attachment to Exhibit 5.
User Forum : This extended support service will give the Customer the right for its appointed Admin to send suggestions to the Supplier on a dedicated e-mail address of what the Supplier should update or develop regarding the Products.
Extended development: This extended development service will give the Customer the right for its appointed Admin to send request to the Supplier on a dedicated e-mail address of what the Supplier should update or develop regarding the Products, and the Supplier should make such request a priority for next Product development.
6. EXTENDED SLA
The Supplier offers the Customer different extended SLA regarding the Products as described in this Additional Service Agreement between the Parties. The Customer may choose one or several of this Additional SLA Services, and such choices shall be reflected in the Price Attachment to Exhibit 5.
SLA Response time 8 hours : If the standard documentation and FAQ for the Products that will be made available after login on the Customer Portal are not granted, the appointed Admin shall have the right to send an e-mail with subject “error in access” to the address stated in the Customer Portal for Single point of contact (SPOC) that will be responded to within 4 hours response time measured during business hours on working days in Norway during the License Period, provided that the Customer has paid the applicable License Fee for such Products.
SLA Response time 4 hours: If the standard documentation and FAQ for the Products that will be made available after login on the Customer Portal are not granted, the appointed Admin shall have the right to send an e-mail with subject “error in access” to the address stated in the Customer Portal for Single point of contact (SPOC) that will be responded to within 2 hours response time measured during business hours on working days in Norway during the License Period, provided that the Customer has paid the applicable License Fee for such Products.
Dedicated Service Consultant: The Customer is given access to a Dedicated Customer Contact which is a Consultant with a special responsibility to follow up the Customer quickly during the agreed Service Period. If this additional service is selected, the Supplier shall send the name, telephone number and e-mail of such Dedicated Service Consultant to the Customer's appointed contact person.