{"id":14930,"date":"2024-10-31T13:33:07","date_gmt":"2024-10-31T10:33:07","guid":{"rendered":"https:\/\/kod-a.com\/agreements\/"},"modified":"2024-12-05T13:43:13","modified_gmt":"2024-12-05T10:43:13","slug":"agreements","status":"publish","type":"page","link":"https:\/\/kod-a.com\/en\/agreements\/","title":{"rendered":"Support Agreements"},"content":{"rendered":"<h2>Kod-A SOFTWARE WARRANTY AND SUPPORT TERMS AND CONDITIONS<\/h2>\n<p><span style=\"font-weight: 400;\">Kod-A provides Software Support services under these Support Terms and Conditions (\u201cSupport Agreement\u201d) available at <\/span><a href=\"http:\/\/www.kod-a.com\/agreements\"><span style=\"font-weight: 400;\">www.Kod-A.com\/agreements<\/span><\/a><span style=\"font-weight: 400;\">. By purchasing Support Services, Licensee agrees to these terms. Where inconsistencies exist between this Support Agreement and any maintenance schedule or quotation (\u201cSchedule\u201d), the Schedule takes precedence.<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Definitions<\/b>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><i><span style=\"font-weight: 400;\">Covered Software<\/span><\/i><span style=\"font-weight: 400;\">: Licensed software eligible for maintenance, including all related documentation.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><i><span style=\"font-weight: 400;\">Maintenance Fees<\/span><\/i><span style=\"font-weight: 400;\">: Fees due to KOD-A for Support Services.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><i><span style=\"font-weight: 400;\">Support Services<\/span><\/i><span style=\"font-weight: 400;\">: Maintenance as outlined at <\/span><a href=\"http:\/\/www.kod-a.com\/agreements\"><span style=\"font-weight: 400;\">www.Kod-A.com\/agreements<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/li>\n<\/ul>\n<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Provision of Support<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">KOD-A\u2019s provision of Support Services depends on Licensee\u2019s adherence to the obligations of this Support Agreement and the relevant License Agreement. Kod-A and its partners can further enhance technical support terms and conditions with project specific Service Level Agreements (SLAs) under the terms and conditions set thereof.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Exclusions from Support<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">KOD-A is not responsible for issues arising from external products, unauthorised modifications, unsuitable installations, misuse, or unsupported platforms, among others.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Support Duration<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Support initially lasts for twelve months from delivery of the Covered Software and renews automatically unless either party gives ninety days&#8217; notice of termination.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Maintenance Fees Payment<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Fees are due upon invoice. Overdue balances may incur interest. Non-payment may result in service suspension.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Warranty<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">KOD-A warrants that Support Services will be executed with industry-standard skill and care consistent with accepted standards in the software industry. Kod-A disclaims all other express, implied, or statutory warranties and conditions, to the fullest extent permissible under applicable law, including, but not limited to, warranties of compatibility, error-free operation, virus-free operation, merchantability, or fitness for a particular purpose.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Liability Limits<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">KOD-A\u2019s liability excludes indirect, incidental, or consequential damages and is limited to the Maintenance Fees paid within the current support term.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Software Licensing<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Covered Software is provided on a non-exclusive, non-assignable basis<\/span><span style=\"font-weight: 400;\"> and non-transferable basis in line with the License Agreement<\/span><span style=\"font-weight: 400;\">.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Agreement Termination<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Either party may terminate under specified circumstances, with certain sections surviving termination.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Confidentiality<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Information disclosed under this agreement is treated confidentially and shared only as necessary.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Privacy<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Licensee consents to KOD-A\u2019s compliant handling and transfer of personal data, per European standards.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>General Provisions<\/b><\/li>\n<\/ol>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><i><span style=\"font-weight: 400;\">Assignment<\/span><\/i><span style=\"font-weight: 400;\">: The Licensee may not assign or transfer this Agreement without Kod-A\u2019s prior consent.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><i><span style=\"font-weight: 400;\">Notices<\/span><\/i><span style=\"font-weight: 400;\">: Notices must be given in writing, either by certified or express mail.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><i><span style=\"font-weight: 400;\">Governing Law<\/span><\/i><span style=\"font-weight: 400;\">: This Agreement is governed by the laws of the Turkish Republic, with disputes subject to Turkish courts.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><i><span style=\"font-weight: 400;\">Limitation of Actions<\/span><\/i><span style=\"font-weight: 400;\">: No action arising from this Agreement may be brought after one year.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><i><span style=\"font-weight: 400;\">Entire Agreement<\/span><\/i><span style=\"font-weight: 400;\">: This document and the Technical Support Document constitute the entire agreement between Kod-A and the Licensee.<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2>KOD-A SOFTWARE LICENSE WARRANTY TERMS<\/h2>\n<p><span style=\"font-weight: 400;\">The following is a part of Kod-A Software License Agreements. Customers are encouraged to make the relevant Technical Support Agreements to enhance the following conditions regarding warranty and technical support conditions. Please refer to <\/span><a href=\"http:\/\/www.kod-a.com\/agreements\"><span style=\"font-weight: 400;\">www.Kod-A.com\/agreements<\/span><\/a> <span style=\"font-weight: 400;\">for more information.\u00a0<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Limited Warranty on Software Performance<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Kod-A <\/span><span style=\"font-weight: 400;\">warrants that, during the term of this agreement, the Covered Software will perform substantially in accordance with the accompanying documentation.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Limited Remedies<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Remedies for any breach are limited to support through the Kod-A Software Maintenance Program, including patches, upgrades, or workarounds.<\/span><span style=\"font-weight: 400;\"> Any such remedies provided are contingent upon the Customer reporting the defect within the warranty period.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Warranty Exclusions<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">This warranty does not cover:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Issues caused by misuse, neglect, or unauthorized modifications.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Problems arising from use in unsupported environments or on incompatible systems.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Third-party software, products, or services not provided by Kod-A.<\/span><\/li>\n<\/ul>\n<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Disclaimer of Additional Warranties<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Except for the express warranties set forth above, Kod-A disclaims all other warranties, whether express, implied, or statutory, including but not limited to any implied warranties of merchantability, non-infringement, or fitness for a particular purpose. Kod-A does not warrant that the Software will operate uninterrupted or error-free.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Limitation of Liability<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">To the maximum extent permitted under applicable law, Kod-A shall not be liable for any indirect, incidental, or consequential damages arising from or related to the use or inability to use the Software. Kod-A\u2019s total liability for any damages shall not exceed the license fees paid by the Customer for the Software during the current license term.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Exclusive Remedy<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">The remedies set out in this section constitute the Customer\u2019s sole and exclusive remedies for any breach of warranty by Kod-A.<\/span><\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<h2>DOCUMENT MANAGEMENT SYSTEM TEMPLATE SERVICE LEVEL AGREEMENT (SLA)<\/h2>\n<ol>\n<li><b> Scope of Services<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">This SLA applies to the Document Management System (DMS) provided by Kod-A for [Customer\u2019s Name]. It defines performance expectations, service availability, and support standards.<\/span><\/li>\n<li><b> Service Availability<\/b><\/li>\n<\/ol>\n<p><b>Uptime<\/b><span style=\"font-weight: 400;\">: The DMS will have an uptime of 99.5% during business hours (defined as 8:00 AM to 6:00 PM, Monday through Friday) and 98% outside of business hours, excluding scheduled maintenance.<\/span><\/p>\n<p><b>Maintenance Windows<\/b><span style=\"font-weight: 400;\">: Routine maintenance will occur [specify days\/times, e.g., Sundays from 2:00 AM to 4:00 AM]. Customers will be notified at least 48 hours in advance of any additional maintenance periods.<\/span><\/p>\n<ol start=\"3\">\n<li><b> Support and Response Times<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">The provider offers support as follows:<\/span><\/li>\n<\/ol>\n<table>\n<tbody>\n<tr>\n<td><b>Severity Level<\/b><\/td>\n<td><b>Description<\/b><\/td>\n<td><b>Initial Response Time<\/b><\/td>\n<td><b>Resolution Target<\/b><\/td>\n<\/tr>\n<tr>\n<td><b>Critical (P1)<\/b><\/td>\n<td><span style=\"font-weight: 400;\">Major DMS failure, system unusable.<\/span><\/td>\n<td><span style=\"font-weight: 400;\">1 hour<\/span><\/td>\n<td><span style=\"font-weight: 400;\">4 hours<\/span><\/td>\n<\/tr>\n<tr>\n<td><b>High (P2)<\/b><\/td>\n<td><span style=\"font-weight: 400;\">Significant performance degradation.<\/span><\/td>\n<td><span style=\"font-weight: 400;\">2 hours<\/span><\/td>\n<td><span style=\"font-weight: 400;\">1 business day<\/span><\/td>\n<\/tr>\n<tr>\n<td><b>Medium (P3)<\/b><\/td>\n<td><span style=\"font-weight: 400;\">Moderate issue, minor impact on productivity.<\/span><\/td>\n<td><span style=\"font-weight: 400;\">4 hours<\/span><\/td>\n<td><span style=\"font-weight: 400;\">2 business days<\/span><\/td>\n<\/tr>\n<tr>\n<td><b>Low (P4)<\/b><\/td>\n<td><span style=\"font-weight: 400;\">Minor issue or general inquiry.<\/span><\/td>\n<td><span style=\"font-weight: 400;\">1 business day<\/span><\/td>\n<td><span style=\"font-weight: 400;\">5 business days<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<ol start=\"4\">\n<li><b> Data Backup and Recovery<\/b><\/li>\n<\/ol>\n<p><b>Data Backup<\/b><span style=\"font-weight: 400;\">: Full backups of all DMS data will be taken daily by the Customer.<\/span><\/p>\n<p><b>Recovery<\/b><span style=\"font-weight: 400;\">: In the event of data loss or corruption, the provider will restore data to the most recent backup within 4 hours for critical incidents.<\/span><\/p>\n<ol start=\"5\">\n<li><b> Performance Standards<\/b><\/li>\n<\/ol>\n<p><b>Page Load Time<\/b><span style=\"font-weight: 400;\">: The system will load documents and search results within [SLA] seconds for standard documents (under SLA MB) during normal operation hours.<\/span><\/p>\n<p><b>Scalability<\/b><span style=\"font-weight: 400;\">: The system will accommodate up to [SLA] simultaneous users without performance degradation.<\/span><\/p>\n<ol start=\"6\">\n<li><b> Escalation Procedures<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">If response or resolution times are not met, escalation paths are as follows:<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">After [time specified in SLA] past the resolution target for Critical issues, the issue will escalate to the support manager.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For High and Medium issues exceeding the resolution target by [time specified in SLA], the issue will escalate to the project manager.<\/span><\/p>\n<ol start=\"7\">\n<li><b> Reporting and Review<\/b><\/li>\n<\/ol>\n<p><b>Monthly Reports<\/b><span style=\"font-weight: 400;\">: The provider will deliver monthly reports detailing uptime, incident reports, and SLA performance.<\/span><\/p>\n<p><b>Quarterly Review Meetings<\/b><span style=\"font-weight: 400;\">: The parties will meet quarterly to review SLA performance and discuss potential improvements.<\/span><\/p>\n<ol start=\"8\">\n<li><b> Penalties and Credits<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">For failure to meet uptime or response time commitments, Kod-A will issue credits as follows:<\/span><\/li>\n<\/ol>\n<p><b>Uptime Credits<\/b><span style=\"font-weight: 400;\">: 1% of the monthly service fee for each 0.1% below the agreed uptime.<\/span><\/p>\n<p><b>Response Time Credits<\/b><span style=\"font-weight: 400;\">: 2% of the monthly service fee for every P1 incident not resolved within 4 hours.<\/span><\/p>\n<ol start=\"9\">\n<li><b> Termination<\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Either party may terminate this SLA if the other fails to meet SLA obligations for [three consecutive months], subject to written notice and an opportunity to remedy the breach.<\/span><\/li>\n<\/ol>\n<h2><\/h2>\n","protected":false},"excerpt":{"rendered":"<p>Kod-A SOFTWARE WARRANTY AND SUPPORT TERMS AND CONDITIONS Kod-A provides Software Support services under these Support Terms and Conditions (\u201cSupport Agreement\u201d) available at www.Kod-A.com\/agreements. By purchasing Support Services, Licensee agrees to these terms. Where inconsistencies exist between this Support Agreement and any maintenance schedule or quotation (\u201cSchedule\u201d), the Schedule takes precedence. Definitions Covered Software: Licensed [&hellip;]<\/p>\n","protected":false},"author":15,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"inline_featured_image":false,"footnotes":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v18.8 (Yoast SEO v22.0) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Support Agreements - Kod-A Bilisim<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/kod-a.com\/en\/agreements\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Support Agreements\" \/>\n<meta property=\"og:description\" content=\"Kod-A SOFTWARE WARRANTY AND SUPPORT TERMS AND CONDITIONS Kod-A provides Software Support services under these Support Terms and Conditions (\u201cSupport Agreement\u201d) available at www.Kod-A.com\/agreements. 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By purchasing Support Services, Licensee agrees to these terms. Where inconsistencies exist between this Support Agreement and any maintenance schedule or quotation (\u201cSchedule\u201d), the Schedule takes precedence. 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