Customization Support Agreement

1. Introduction

The customization support agreement is in addition to the standard support agreement. By default, all efforts regarding the customization support agreement are based on time and material. There is also an option to purchase a customization subscription, which means paying a fixed amount per month instead of having this support based on time and material. The customization subscription fee depends on the size of your customization. As more customization is added over time, the subscription fee may need to be adjusted accordingly.

2. Services Overview

NOTE

You can see more details about the support service by clicking on it.

Support service	Default	Customization subscription
Support for customization questions Should you have questions concerning the functionality of customizations that have been built previously, Sana can provide support by explaining to you step by step how this functionality works, or we can provide a demo. This effort is included in the customization subscription.	T&M	✓
Bug fixing for customizations If a bug appears within existing customizations following the go-live or thereafter, Sana will investigate and fix the bug. This effort is included in the customization subscription.	T&M	✓
Support for customization investigation If an issue is raised concerning customization, the time spent on the preliminary investigation of this issue (before a solution is provided) is included in the customization subscription.	T&M	✓
Critical security updates If there are security updates from our product team that influence your existing customizations, Sana analyzes these new security updates and applies a fix to your customizations. This effort is included in the customization subscription.	T&M	✓
Application changes (including upgrades) Change requests up to 2 days can be handled within support on a time and material basis. In all other cases, this is approached as a new project.	✕	✕
Changes and support for third-party systems (ERP, PIM, PSP, etc.)	✕	✕

3. Response Time

This is in line with our standard support agreement and also covers your customizations.