Common use of Fault Clause in Contracts

Fault. A fault (also called bug) is any variance from the documented behavior. Appendix 2: Support Services Service Warranty (free) Contractual support (fee-based) Response time for a support case max. 5 working days (actual fault rectification may take longer) max. 2 working days (actual fault rectification may take longer) Type of support exclusively for support incidents which directly relate to a fault in the Product support incidents both with regard to faults in the Product as well as for support for optimal use of the Product Communication channel for support incidents exclusively through email and/or support portal through email and/or support portal; if a support incident cannot be resolved within 30 days it can be escalated to obtain support through additional communication channels, namely by telephone and/or through remote web access, to be provided by axaio software GmbH or a partner authoriszed by axaio software GmbH Time period throughout which support is available Germany: 1 year otherwise: 30 days throughout the term of the support contract Correction or workaround for a fault in so far as required by law yes/free of charge Modifications to support a newer version of a platform which is not fully compatible with the previous one not included* yes/free of charge License to use the current maintenance release of the licensed Product not included* yes/free of charge Availability (download) of the latest maintenance release of the licensed product not included* yes/free of charge Availability (download) of the licensed product up to availability of the next major release throughout the term of the support contract Update to the current main version of the licensed product at the update list price yes/free of charge Information on availability of new maintenance or major releases not included* by email Service Warranty (free) Contractual support (fee-based) Cross grade to a different platform for the licensed Product at the cross grade list price within one year after date of purchase: yes/free of charge Upgrade to current maintenance release of a higher-quality product of the same major release at the upgrade list price 1 year from purchase of original license throughout the term of the support contract Purchase of additional licenses of the licensed product at the list price 1 year from purchase of original license throughout the term of the support contract

Fault. A fault (also called bug) is any variance from the documented behavior. Appendix 2: Support Services Service Warranty (free) Contractual support (fee-based) Response time for a support case max. 5 working days (actual fault rectification may take longer) max. 2 working days (actual fault rectification may take longer) Type of support exclusively for support incidents which directly relate to a fault in the Product support incidents both with regard to faults in the Product as well as for support for optimal use of the Product Communication channel for support incidents exclusively through email and/or support portal through email and/or support portal; if a support incident cannot be resolved within 30 days it can be escalated to obtain support through additional communication channels, namely by telephone and/or through remote web access, to be provided by axaio callas software GmbH or a partner authoriszed by axaio callas software GmbH Time period throughout which support is available Germany: 1 year otherwise: 30 days throughout the term of the support contract Correction or workaround for a fault in so far as required by law yes/free of charge Modifications to support a newer version of a platform which is not fully compatible with the previous one not included* yes/free of charge License to use the current maintenance release of the licensed Product not included* yes/free of charge Availability (download) of the latest maintenance release of the licensed product not included* yes/free of charge Availability (download) of the licensed product up to availability of the next major release throughout the term of the support contract Update to the current main version of the licensed product at the update list price yes/free of charge Information on availability of new maintenance or major releases not included* by email Service Warranty (free) Contractual support (fee-based) Cross grade to a different platform for the licensed Product at the cross grade list price within one year after date of purchase: yes/free of charge Service Warranty (free) Contractual support (fee-based) Upgrade to current maintenance release of a higher-quality product of the same major release at the upgrade list price 1 year from purchase of original license throughout the term of the support contract Purchase of additional licenses of the licensed product at the list price 1 year from purchase of original license throughout the term of the support contract

Fault. A fault (also called bug) is any variance from the documented behavior. Appendix 2: Support Services Service Warranty (free) Contractual support (fee-based) Response time for a support case max. 5 working days (actual fault rectification may take longer) max. 2 working days (actual fault rectification may take longer) Type of support exclusively for support incidents which directly relate to a fault in the Product support incidents both with regard to faults in the Product as well as for support for optimal use of the Product Communication channel for support incidents exclusively through email and/or support portal through email and/or support portal; if a support incident cannot be resolved within 30 days it can be escalated to obtain support through additional communication channels, namely by telephone and/or through remote web access, to be provided by axaio callas software GmbH or a partner authoriszed by axaio callas software GmbH Time period throughout which support is available Germany: 1 year otherwise: 30 days throughout the term of the support contract Correction or workaround for a fault in so far as required by law yes/free of charge Modifications to support a newer version of a platform which is not fully compatible with the previous one not included* yes/free of charge License to use the current maintenance release of the licensed Product not included* yes/free of charge Availability (download) of the latest maintenance release of the licensed product not included* yes/free of charge Availability (download) of the licensed product up to availability of the next major release throughout the term of the support contract Update to the current main version of the licensed product at the update list price yes/free of charge Information on availability of new maintenance or major releases not included* by email Service Warranty (free) Contractual support (fee-based) Cross grade Crossgrade to a different platform for the licensed Product at the cross grade crossgrade list price within one year after date of purchase: yes/free of charge Upgrade to current maintenance release of a higher-quality product of the same major release at the upgrade list price 1 year from purchase of original license throughout the term of the support contract Purchase of additional licenses of the licensed product at the list price 1 year from purchase of original license throughout the term of the support contract