Support Services Agreement

1. Parties and scope

This Support Services Agreement (the “Agreement”) is entered into between Vincent Verdet, sole proprietor (Einzelfirma), Zürich, Switzerland (the “Provider”), and the customer identified in the storefront checkout or the applicable order (the “Customer”).

This Agreement governs the Turbo EA Enterprise Support subscription (the “Service”): a private channel to the founder of Turbo EA for questions about, and problems with, the Customer's Turbo EA installation, together with included enterprise-architecture consulting hours. It does not license any software. The Turbo EA core platform remains licensed under FSL-1.1-MIT, and any Extension remains governed by the Extension Subscription Agreement, whose clauses 9 to 12 (warranties and liability, confidentiality and data protection, governing law, miscellaneous) apply to this Agreement as if set out here.

2. Definitions

“Core” means the Turbo EA platform licensed under FSL-1.1-MIT.

“Extension” has the meaning given in the Extension Subscription Agreement.

“Supported Core Versions” means the current release of the Core and the one immediately preceding release.

“Business Days” means Monday to Friday, Central European Time (CET/CEST), excluding Swiss public holidays and any Planned Absence notified under clause 5.

“Named Contact” means a person the Customer has nominated to use the Service, up to the number in clause 3.

“Ticket” means a request the Customer submits to the Service through the support channel.

“Consulting Hours” means the advisory time included in the Service under clause 6.

“Subscription Term” means the period for which the Customer holds a valid, paid subscription to the Service: one calendar month on the monthly plan, or one year on the yearly plan.

3. What the Service includes

For the duration of a valid Subscription Term, the subscription entitles the Customer to:

• a private support channel to the founder of Turbo EA (a dedicated support address backed by a ticketing inbox; a private shared channel such as Slack Connect or Microsoft Teams on request), available on Business Days;
• support for the Core and for any Extension the Customer holds a valid licence for, on Supported Core Versions: installation, upgrade and operations questions; configuration guidance (metamodel, roles and permissions, calculated fields, surveys, portals, integrations, workspace transfer, migration imports); troubleshooting to identify whether a problem is a defect, a configuration issue or an environment issue; guidance before a major upgrade and help recovering from a failed one;
• defect handling: a confirmed defect in the Core reported through the Service is triaged and, where the Provider accepts it, fixed in the public Core release train; the Service gives prioritisation and a private line, never a private fork. Workarounds are offered while a fix is pending;
• security advisories: private notice of a security fix ahead of its public disclosure;
• Consulting Hours under clause 6.

Up to three (3) Named Contacts may raise Tickets and book Consulting Hours; the Customer may replace a Named Contact at any time and may request additional ones. One subscription covers one production Turbo EA instance of the Customer; the Customer's own test and development instances are covered at no additional charge.

4. Response targets

Every Ticket receives a first response and a triage. Targets are counted in Business Days from receipt of a properly submitted Ticket, according to the severity the Provider assigns on triage:

The targets cover first response and triage only. The Service is provided on a best-effort basis during Business Days: the Provider commits to no resolution deadline and provides no on-call, no 24×7 and no weekend coverage. No penalty, service credit or other compensation is due for a missed target; the Customer's remedy is the termination right in clause 8 (on the monthly plan) or non-renewal (on the yearly plan).

5. Planned absences

The Provider will notify Named Contacts of any planned absence (holiday, conference, or similar) at least two (2) weeks in advance. Response targets are suspended for the notified period. Where reasonably possible, a Blocking Ticket raised during a Planned Absence receives a written workaround or next step.

6. Consulting Hours

The Service includes eight (8) hours of enterprise-architecture consulting per calendar quarter (January–March, April–June, July–September, October–December) while the subscription is active: advice on modelling in the metamodel, on governance (principles, decision records, approval workflows, stakeholder roles, data-quality rules and surveys), reviews of the Customer's landscape data and reports, planning of a migration from another tool or an import from other systems, and best-practice and training sessions for the Customer's team on enterprise-architecture practice and on the platform.

Consulting Hours are delivered as scheduled video calls (booked at least five (5) Business Days ahead, in blocks of one hour, on Business Days) or as written reviews. Time is tracked and reported on the Ticket; the Customer may request the remaining balance at any time. Hours are released at the start of each calendar quarter in which the subscription is active, do not roll over to the next quarter, are not refundable and have no cash value. The first partial quarter is granted pro rata, rounded up to the next full hour. Additional hours beyond the allowance are available at the Provider's published consulting rate and invoiced monthly. The minimum booking is one hour; a session cancelled less than twenty-four (24) hours in advance counts against the allowance.

7. What the Service does not include

• changes to the Core: new features, functional changes or custom behaviour. Feature requests are raised through the public Turbo EA GitHub repository like anyone else's; the Service gives them a hearing, not a purchase;
• the development or customisation of Extensions, integrations, scripts or data pipelines, and any implementation work in the Customer's instance (Consulting Hours are advice and review). Such work is quoted separately, for example as a bespoke Extension under the Extension Subscription Agreement;
• hosting, operating, monitoring or backing up the Customer's instance, and any on-site work;
• support for third-party products (databases, reverse proxies, identity providers, the external systems an integration connects to), for Core versions that are not Supported Core Versions, or for forks and locally modified builds;
• training beyond the Consulting Hours allowance, such as a multi-session training curriculum for a wider audience, which is quoted separately.

8. Fees, term and termination

The Service is sold on either of two plans, as selected at purchase: a monthly subscription, or a yearly subscription prepaid for the year at a rate discounted against twelve monthly payments. The price is the one displayed in the storefront at the time of purchase or, where the Customer orders on the basis of a written quotation from the Provider, the price stated in that quotation; it is payable in advance for each Subscription Term. Fees are stated in the currency displayed at checkout or in the quotation (euros, EUR, or Swiss francs, CHF) and are exclusive of Swiss VAT and any other applicable taxes, which the Customer shall pay in addition where due.

Both plans renew for successive Subscription Terms unless either party gives notice of non-renewal before the end of the current term. On the monthly plan, the Customer may terminate at any time with effect from the end of the current billing month; the Service runs to that date and no further fee falls due. On the yearly plan, the Customer may give notice of non-renewal at any time, with effect from the end of the prepaid year; the fee for a year already started is not refundable, in whole or in part, which is the consideration for the discount against twelve monthly payments. Consulting Hours already released for the current quarter remain usable until the subscription ends; hours of quarters that have not started are not released. Either party may terminate for material breach not remedied within thirty (30) days of written notice, in which case the Provider refunds the fee attributable to whole months of the current Subscription Term that have not started.

9. Customer data and confidentiality

Tickets and consulting reviews may carry information about the Customer's IT landscape. The Provider treats everything received through the Service as the Customer's confidential information under clause 10 of the Extension Subscription Agreement, uses it only to provide the Service, reviews only the data the Customer chooses to share, and deletes it on the Customer's request. Advice given under the Service is the Customer's to use; the Provider retains its methods, templates and know-how.

10. Warranties, liability, governing law

The Provider will perform the Service with reasonable skill and care. Beyond that, clauses 9 (warranties and limitation of liability), 10 (confidentiality and data protection), 11 (governing law and jurisdiction) and 12 (miscellaneous) of the Extension Subscription Agreement apply to this Agreement, with “Extension” read as “Service” and the liability cap read as the fees paid for the Service in the twelve (12) months preceding the event giving rise to the claim.

By subscribing to Turbo EA Enterprise Support through the storefront, or by accepting a quotation that refers to it, the Customer accepts this Agreement at the version shown above, together with the Extension Subscription Agreement it refers to. Acceptance is collected at checkout and recorded with the purchase. This page is the canonical hosted version of the Agreement.