Maintenance and Support Terms

Version 1.0, applicable from the date of publication on this website

GoTrust bv · Morelgem 24b, 9520 Vlierzele (Sint-Lievens-Houtem), Belgium · enterprise number 1037.576.138 · VAT BE1037.576.138 · RPR Gent, afdeling Oudenaarde (Register of Legal Entities) · support@arnodiqa.com · arnodiqa.com

In short

This summary is not binding: only the articles below apply.

• Every licence includes 12 months of maintenance: all new versions, including new major versions, and support by e-mail.
• After that, you renew per year if you want to. We never renew tacitly: you receive a quotation in advance.
• If you let maintenance lapse, your licence simply keeps working with all versions released up to then.
• You can come back later, even after years, for a catch-up fee set in advance.
• Everyone gets security updates free of charge, also without maintenance, for five years per major version.
• We never ask for remote access to your systems. You create and send support bundles yourself.

1. Application and definitions

1.1 These terms (Maintenance Terms) govern Maintenance and support for Licences for the Software. Capitalised terms have the meaning given in art. 1 EULA. The GTS apply in addition.

1.2 In addition: (a) Working Hours: 9:00 to 17:00 Belgian time on a Business Day; (b) Support Request: a question or report from the Customer to support through a channel under art. 5; (c) Response Time: the time between receipt of a Support Request and the first substantive response from a member of the support staff, counted in Working Hours. An automatic acknowledgement of receipt is not a substantive response. A Support Request received outside Working Hours is deemed received at the start of the next Working Hours; (d) Maintenance Fee: the fee for one Maintenance Period of 12 months.

2. What Maintenance includes

2.1 Updates. The Customer is entitled to every Version released during the Maintenance Period, including a new Major Version, for the Licences covered by the Maintenance. GoTrust delivers them in accordance with art. 6 GTS.

2.2 New products. A product that GoTrust offers as a separately priced product or separate module is not an Update, unless the Order states otherwise. GoTrust never makes a function that was already in a Covered Version of the Customer subject to an additional payment for that Customer.

2.3 Support. Support includes: (a) answers to questions on the installation, configuration and use of the Software in accordance with the Documentation; (b) investigating a suspected Defect; (c) a workable workaround where possible, and a fix in a subsequent Version.

2.4 Release notes. With each Version, GoTrust publishes release notes with the changes, the known limitations and, where needed, instructions for upgrading.

2.5 Licence Files. After each renewal, GoTrust provides free of charge a new Licence File with the new end date of Maintenance.

3. Supported Versions

3.1 Support under art. 2.3(a) and (b) applies to every Covered Version whose Release Date is no more than 36 months before the Support Request.

3.2 GoTrust remedies Defects in a new Version. It is not obliged to include a fix in an earlier Version, except for Security Updates (art. 4).

3.3 If a Defect has already been remedied in a newer Version, GoTrust may ask the Customer to install that Version; it is included in Maintenance. If the Customer does not wish to do so, GoTrust provides a workable workaround if this is reasonably possible.

3.4 The Documentation of each Version lists the supported operating systems and the tested drivers of hardware manufacturers.

4. Security Updates for all Customers

4.1 GoTrust makes Security Updates for vulnerabilities in a Major Version available free of charge to every Customer with a Licence for a Version of that Major Version, even if that Customer has no Maintenance, during the support period under art. 9.4 EULA: 5 years from the later of the first Release Date of the Major Version and the Delivery of the Licence. GoTrust states the end date (at least month and year) in the Quotation or order confirmation, and publishes on the website and in the Documentation, per Major Version, until when it is supported at least.

4.2 A Security Update is either a fix for the Customer's Version or a later Version within the same Major Version that GoTrust makes available free of charge for that purpose. If a Customer without Maintenance installs such a later Version, it becomes a Covered Version for that Customer.

4.3 GoTrust makes each Security Update available without undue delay, with a security advisory describing the vulnerability and the recommended measures. It keeps each Security Update available for at least 10 years after publication, or until the end of the support period if that is later.

4.4 Vulnerabilities can be reported to security@arnodiqa.com. GoTrust publishes its coordinated vulnerability disclosure policy on the website. Customers can sign up to receive security advisories by e-mail. Separately, GoTrust informs the Customer, at the e-mail address in the Order or the latest e-mail address the Customer provided for this purpose, of an actively exploited vulnerability or a severe security incident affecting the Customer's Software, with the measures it can take (art. 14(8) Regulation (EU) 2024/2847). The Software itself reports nothing to GoTrust.

5. Channels, working hours and language

5.1 Support Requests can be submitted by e-mail to support@arnodiqa.com.

5.2 Support is available during Working Hours.

5.3 Support is provided in Dutch and English.

5.4 No remote access. GoTrust never asks for remote access to the Customer's systems and does not need it. If the Customer itself proposes a session in which it shares its screen, it keeps control of that session.

6. Priorities and response times

6.1 The Customer states a priority with each Support Request. GoTrust may change the priority, giving reasons. If the parties disagree, the Customer's priority applies to the Response Time until they agree.

6.2 GoTrust responds within these Response Times:

6.3 For P1, GoTrust gives the Customer a status update at least every Business Day until there is a fix or a workable workaround. For P1, GoTrust aims to provide a workaround or fix within 3 Business Days; that period is a target, not a commitment.

6.4 Consequence of exceeding Response Times. If, within one Maintenance Period, GoTrust exceeds the Response Time for P1 or P2 more than twice, the Customer may end the Maintenance In Writing. GoTrust then refunds the unused part of the Maintenance Fee, calculated per day. This is without prejudice to the Customer's other rights.

7. Customer cooperation

7.1 A Support Request states the Version, the operating system, the hardware used and a description of the problem, with, where possible, the steps to reproduce it.

7.2 The Customer decides itself whether to send a support bundle or other Customer Data (art. 10.5 EULA). The Response Time does not depend on it. If GoTrust needs more information to find a solution, the target in art. 6.3 does not run while that information is missing.

7.3 The Customer designates at most 3 support contacts, and may change them at any time. Other Users can submit questions through them.

8. What is not included

8.1 Maintenance does not include: (a) on-site interventions; (b) consultancy, writing or reviewing the Customer's scripts, projects or test specifications, and custom development; (c) training; (d) support for third-party hardware, drivers or libraries, except confirming whether a configuration is supported according to the Documentation; (e) problems resulting from a modification of the Software by anyone other than GoTrust, or from a system that the Documentation does not list as supported; (f) recovering the Customer's data; (g) products and modules under art. 2.2; (h) support for Versions outside the window of art. 3.1, except Security Updates.

8.2 GoTrust may offer services under art. 8.1 in a separate Quotation, or at an hourly rate that GoTrust communicates In Writing in advance.

9. Term and renewal

9.1 The first Maintenance Period lasts 12 months from Delivery of the Licence and is included in the licence fee.

9.2 No tacit renewal. Maintenance is never renewed tacitly. GoTrust sends the Customer a Quotation for the renewal at least 60 days before the end of a Maintenance Period. The Customer renews by accepting that Quotation. By way of derogation from art. 4.1 GTS, that Quotation remains valid until the end of the grace period under art. 9.3.

9.3 If the Customer accepts the renewal before the end of the Maintenance Period, or within 90 days thereafter, the new Maintenance Period starts on the day after the end of the previous one, without a catch-up fee. During that grace period, GoTrust delivers no new Versions and no support (except Security Updates), but after renewal the Customer is entitled to all Versions released during that period.

9.4 Renewal price. The Maintenance Fee for a renewal is the lower of: (a) 20% of the list price applicable at the time of renewal for the Licences covered by the Maintenance; or (b) the Maintenance Fee for the previous Maintenance Period, increased by 5%. For the first renewal, for which there is no separate Maintenance Fee, the previous Maintenance Fee is deemed to be 20% of the licence fee the Customer paid for the Licences concerned. If GoTrust no longer has a list price for the Licences concerned, (b) applies.

9.5 At the Customer's request, GoTrust renews for 2 or 3 years at once, at the price under art. 9.4 for each year.

9.6 The Customer may align the end dates of Maintenance for different Licences. GoTrust then charges a fee per day for the transition period.

9.7 For a Node-locked or Floating Licence, the Customer may choose for which Licence Units it renews Maintenance; Maintenance and the Covered Versions then apply per Licence Unit. A Site Licence or a Volume Licence is renewed only as a whole.

10. Reinstatement after an interruption

10.1 If the Customer has not renewed Maintenance within the grace period, it may reinstate it at any later time, without time limit.

10.2 On reinstatement, the Customer pays: (a) the Maintenance Fee for a new Maintenance Period of 12 months, under art. 9.4(a); and (b) a catch-up fee equal to 75% of the Maintenance Fee under art. 9.4(a), multiplied by the number of started months of the interruption and divided by 12. The total of (a) and (b) never exceeds the list price of a new, equivalent Licence at the time of reinstatement.

10.3 The interruption runs from the day after the end of the last Maintenance Period to the day before the new Maintenance Period. After payment of the catch-up fee, the interruption counts as a Maintenance Period for determining the Covered Versions (art. 1.12 EULA). Support for the interruption is not provided retroactively.

10.4 Instead of reinstating, the Customer may also buy a new Licence.

11. End of Maintenance

11.1 A Maintenance Period has a fixed term. The Customer may end it early in the cases of art. 6.4, of art. A.9 of Annex A to the GTS, of art. 16.2 GTS and of art. 11.3.

11.2 GoTrust may end a current Maintenance Period only for a serious breach by the Customer, under art. 16.2 GTS, for example if the Maintenance Fee is still unpaid 30 days after a formal notice.

11.3 If GoTrust decides to discontinue further development of the Software, it announces this at least 12 months in advance. The Customer may then end a current Maintenance Period with a refund of the unused part, calculated per day.

11.4 After Maintenance ends, the Licence remains valid for all Covered Versions (art. 9.2 EULA), and art. 4 continues to apply.

12. Transfer

On a transfer of a Licence, the current Maintenance Period passes with it (art. 18.3 EULA).

13. Changes

13.1 GoTrust may change these Maintenance Terms for future Maintenance Periods. The amended terms are attached to the Quotation for the renewal.

13.2 During a current Maintenance Period, GoTrust changes these terms only if the change is favourable to the Customer, or if a law requires it, and then only to the extent that law requires.

14. Final provision

The GTS and the EULA apply to everything these Maintenance Terms do not govern. These Maintenance Terms exist in Dutch and in English. If their meaning differs, the Dutch version prevails.