Remo 3D Maintenance & Support Agreement

SOFTWARE UPDATES

Remo 3D is updated in major releases (e.g. 1.0), minor releases (e.g. 1.1) and patches (e.g. 1.1.1). Major releases involve significant changes in functionality and are released when such changes have been made for any reason. Minor releases include bug fixes and smaller functionality changes. Remograph aims to update Remo 3D in minor releases at least 3-4 times per year. Patches include bug fixes of urgent or high priority (see bug priority levels below) and are released as soon as the bugs can be corrected.

Customers holding valid maintenance and support agreements will receive license keys for new minor releases of Remo 3D without additional costs. Without a maintenance and support agreement new license keys will have to be purchased for each minor release. Patches released in between the minor releases are available to all customers holding a Remo 3D license of the latest minor release and will work with the same license key as the latest minor release. New major releases are available for customers holding maintenance and support agreements for 50% of the license fee.

SUPPORT

With a maintenance and support agreement, the customer is entitled to prioritized support via e-mail (support@remograph.com). Other costumers holding a Remo 3D license also have access to e-mail support but their issues are less prioritized. With a maintenance and support agreement, a customer's support issue will be acknowledged as soon as possible. Remograph aims to handle every support issue from customers with maintenance and support agreements no later than the next workday. Other than this, no guaranteed response time can be given.

Remograph aims to keep supporting a version of Remo 3D as long as the newest version is no more than two major steps higher. For example, version 1.0 will stop being supported when version 3.0 is released. This means that a customer holding the unsupported version can't expect any patches or error tracking and will be encouraged to purchase the new version instead. Remograph can still give tips of workarounds for various problems though. In order to be able to plan for purchase of new versions, customers holding maintenance and support agreements will be notified at least six months before a version reaches its end-of-life, i.e. is being unsupported. However, since maintenance and support agreement holding customers have advantageous offers for receiving or buying new Remo 3D versions (see SOFTWARE UPDATES above) the recommended way is to constantly upgrade to the latest Remo 3D version.

BUGS

Bugs are divided into four levels:

• URGENT: "Show-stopper", user workaround is not possible
• HIGH: Serious, user workaround is possible
• NORMAL: Less serious, but causes relatively big inconvenience for user
• LOW: No substantial importance

The bug classification is made by Remograph after consultation with the reporting customer. The customer will be informed of the bug number and its progress. Bugs classified as URGENT are guaranteed to get the highest priority possible. If the bug cannot be solved directly, a first attempt is made to create a workaround programmatically. Either way, the correction or workaround is released as a patch as soon as possible. Corrections for bugs classified as HIGH will also be released as patches if they involve a reasonable amount of work, otherwise they will be dealt with in the next minor release of Remo 3D. Bugs classified as NORMAL or LOW will be considered when planning for the next minor or major release of Remo 3D.

The above applies to all bugs reported by customers holding a maintenance and support agreement, regardless of for which version of Remo 3D, as long as the version hasn't reached its end-of-life (see SUPPORT above). Of course, bugs reported by customers without maintenance and support agreements are also considered, but with no guaranteed priority.

COST

The cost for a Remo 3D maintenance and support agreement is 20% of the cost of the purchased Remo 3D license per year. A maintenance and support agreement for the first 12 months is NOT included in the Remo 3D license cost. The customer's proof of a valid agreement is the license database transcript and the invoice received when purchasing a 12 months maintenance and support agreement.

While Remo 3D can be purchased and used without guaranteed support and version upgrades, a maintenance and support agreement is clearly a more recommended way to go. The advantageous license cost of Remo 3D together with the cost-effective upgrade offers and the guaranteed support priority provided by the agreement simply makes this a more reliable solution for our customers.