SUPPORT LICENSE AGREEMENT WITH WARRANTY AND PAID SERVICE

Version 1.0
Last Updated: July 22, 2026

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1. GRANT OF LICENSE
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This software (the "Software") is licensed, not sold. Subject to the terms and 
conditions of this Support License Agreement (the "Agreement"), the creator grants 
you a non-exclusive, non-transferable, revocable license to use the Software in 
accordance with the warranty and support terms outlined herein.


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2. LIMITED WARRANTY
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2.1 WARRANTY COVERAGE

The creator warrants that:

  a) The Software, when used in accordance with this Agreement and the 
     accompanying documentation, will substantially conform to the functional 
     specifications for a period of ONE (1) YEAR from the date of initial 
     deployment (the "Warranty Period").

  b) The Software will be free from defects in materials and workmanship under 
     normal use and operation.

  c) Support Services will be provided according to the response times and 
     service levels specified in Section 3, as resources permit.

2.2 WARRANTY REMEDIES

If the Software fails to conform to the warranty during the Warranty Period, 
the creator will, at its sole discretion:

  a) Repair or patch the Software to restore it to conformity; or
  b) Replace the Software.

Refunds are not available as a remedy; remediation efforts shall be the sole 
and exclusive remedy for warranty non-conformity.

2.3 WARRANTY CLAIMS

To make a warranty claim, you must:

  a) Notify the creator in writing within TEN (10) business days of discovering 
     the defect;
  b) Provide detailed documentation of the defect and steps to reproduce;
  c) Allow the creator a reasonable time to investigate and attempt resolution.

2.4 LIMITATIONS ON WARRANTY

The limited warranty does NOT cover:

  a) Defects caused by misuse, abuse, accident, or negligence;
  b) Modifications made by parties other than the creator;
  c) Defects resulting from your failure to follow documentation or instructions;
  d) Use of the Software in ways other than those described in the documentation;
  e) Third-party software, hardware, or services not provided by the creator;
  f) Natural disasters, acts of God, or force majeure events.


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3. PAID SUPPORT SERVICE AGREEMENT
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3.1 SUPPORT TIERS

Support is available under the following tiers, each with a one-time upfront 
license fee:

  TIER 1: BASIC SUPPORT
  - License Fee: Initial one-time fee as determined by creator
  - Scope: Email-based support for configuration and usage issues
  - Response Time: Within 48 business hours
  - Hours: Business hours, Monday-Friday (9 AM - 5 PM, UTC-0)
  - Includes: Bug fixes and security patches
  - Excludes: Feature development or customization

  TIER 2: PROFESSIONAL SUPPORT
  - License Fee: Initial one-time fee as determined by creator (higher tier)
  - Scope: Priority support via email, phone, and chat for all issues
  - Response Time: Within 24 business hours for standard issues, 
                    4 business hours for critical issues
  - Hours: Extended hours, Monday-Saturday (8 AM - 8 PM, UTC-0)
  - Includes: Bug fixes, security patches, priority feature considerations
  - Excludes: Custom development or on-site support

  TIER 3: ENTERPRISE SUPPORT
  - License Fee: Custom pricing based on requirements
  - Scope: Dedicated account manager, all support channels
  - Response Time: Within 4 business hours (24 hours for non-critical)
  - Hours: 24/7 support availability
  - Includes: Bug fixes, security patches, emergency hotfixes, quarterly reviews
  - Excludes: Custom development (available as separate engagement)

3.2 SERVICE LEVEL OBJECTIVES (SLOs)

The creator commits to the following SLOs during the Warranty Period, on a 
best-efforts basis:

  - Response to support requests within stated response times, subject to 
    resource availability
  - Bug fix delivery for critical security issues within 60 days of verification
  - Security patch deployment within 30 days of discovery
  - Maintenance of support infrastructure (availability targets are not guaranteed)

3.3 SUPPORT SERVICES INCLUDE

  a) Technical assistance for Software installation and configuration
  b) Troubleshooting and debugging support
  c) Bug reporting and tracking
  d) Security updates and patches
  e) Documentation and knowledge base access
  g) Quarterly or annual reviews (Tier 2 & 3 only)

3.4 SUPPORT SERVICES EXCLUDE

Support services do NOT include:

  a) Custom development or modifications
  b) Integration with third-party systems (beyond documentation)
  c) User training beyond technical support
  d) On-site support or consulting
  e) Data migration or recovery services
  f) Performance tuning for non-standard configurations


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4. FEES AND PAYMENT TERMS
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4.1 INITIAL LICENSE FEE

A one-time initial license fee is required to activate this Support License 
Agreement. This fee is paid in full upfront and grants you access to the Software 
and the corresponding support tier outlined in Section 3.

4.2 PAYMENT INSTRUCTIONS

Initial license fees must be paid according to the payment instructions provided 
by the creator upon purchase. Accepted payment methods and specific payment details 
will be communicated at the time of license acquisition.

4.3 CUSTOM MODIFICATIONS AND REQUESTS

For any modifications, customizations, or special requests beyond the scope of the 
standard Support License Agreement, you must contact the creator to discuss your 
specific needs.

The creator will:

  a) Evaluate the scope and complexity of your request;
  b) Provide a detailed quote including any applicable fees;
  c) Outline payment terms and timeline for completion;
  d) Obtain your written approval before proceeding with any work.

Custom development fees are separate from the initial license fee and will be 
determined on a case-by-case basis depending on the nature and complexity of 
the requested work.

4.4 NON-REFUNDABLE LICENSE

The initial license fee is non-refundable. Once paid, the license fee grants you 
perpetual rights to use the Software subject to the terms of this Agreement.


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5. INTELLECTUAL PROPERTY RIGHTS
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5.1 OWNERSHIP

The Software and all associated intellectual property rights remain the exclusive 
property of the creator. This Agreement grants you no rights to the Software 
except those expressly stated herein.

5.2 LICENSE RESTRICTIONS

You may not:

  a) Copy, modify, or create derivative works of the Software;
  b) Reverse engineer, disassemble, or decompile the Software;
  c) Sublicense or transfer the Software to third parties;
  d) Use the Software for commercial purposes without explicit written consent;
  e) Remove or alter any proprietary notices or labels.


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6. LIMITATION OF LIABILITY
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6.1 DISCLAIMER OF DAMAGES

EXCEPT AS PROVIDED IN SECTION 2 (WARRANTY), IN NO EVENT SHALL THE CREATOR BE 
LIABLE FOR:

  a) INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES;
  b) LOSS OF PROFITS, REVENUE, DATA, OR BUSINESS INTERRUPTION;
  c) DAMAGES RESULTING FROM DELAY IN PROVIDING SERVICES;
  d) ANY DAMAGES CAUSED BY YOUR USE OR INABILITY TO USE THE SOFTWARE.

6.1.1 USER ASSUMPTION OF RISK

YOU EXPRESSLY ACKNOWLEDGE THAT YOU USE THE SOFTWARE AT YOUR OWN RISK. THE USER 
ASSUMES FULL RESPONSIBILITY AND RISK FOR:

  a) All consequences of use or misuse of the Software;
  b) Any damage to equipment, data loss, or business interruption;
  c) Any security vulnerabilities or unauthorized access resulting from improper 
     use or configuration;
  d) Any third-party claims arising from your use of the Software;
  e) All direct, indirect, and consequential damages from any cause whatsoever.

6.2 LIABILITY CAP

THE CREATOR'S TOTAL LIABILITY UNDER THIS AGREEMENT SHALL NOT EXCEED THE INITIAL 
LICENSE FEE PAID BY YOU. IN NO CASE SHALL LIABILITY EXCEED ONE THOUSAND DOLLARS 
(USD $1,000) OR THE EQUIVALENT IN YOUR LOCAL CURRENCY, WHICHEVER IS LESS.

6.3 EXCLUSIONS

Some jurisdictions do not allow exclusion or limitation of implied warranties 
or consequential damages. To the extent permitted by law, the above limitations 
apply.


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7. TERMINATION
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7.1 TERMINATION BY CREATOR

The creator may terminate this Agreement and support services if:

  a) You materially breach any provision and fail to cure within TEN (10) days 
     of written notice;
  b) You exceed the scope of the license grant;
  c) You fail to comply with intellectual property restrictions.

7.2 TERMINATION BY YOU

Since this Agreement involves a perpetual one-time license, early termination by 
you is not permitted. However, you may request cessation of support services with 
THIRTY (30) days' written notice, after which your license continues but support 
ends.

7.3 EFFECTS OF TERMINATION

Upon termination by the creator for cause:

  a) Your license to use the Software is immediately revoked;
  b) Support services cease immediately;
  c) You must cease all use of the Software.

If you request cessation of support services under Section 7.2:

  a) Your perpetual license to use the Software remains valid;
  b) Support services cease immediately;
  c) No refunds are provided.


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8. CONFIDENTIALITY
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Both parties agree to maintain the confidentiality of any proprietary information 
disclosed in connection with support services. Support communications are 
confidential unless otherwise stated.


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9. GOVERNING LAW AND DISPUTE RESOLUTION
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9.1 GOVERNING LAW

This Agreement is governed by and construed in accordance with the laws of 
the jurisdiction where the creator is located, without regard to its conflict 
of laws principles.

9.2 DISPUTE RESOLUTION

Any disputes arising from this Agreement shall be resolved through:

  a) Good faith negotiation between the parties;
  b) If negotiation fails, mediation by a mutually agreed-upon mediator;
  c) If mediation fails, binding arbitration under applicable arbitration rules.

9.3 ATTORNEYS' FEES

In any legal action or dispute proceeding arising from this Agreement:

  a) If the creator prevails, the user shall pay the creator's reasonable 
     attorneys' fees, court costs, and expenses;
  b) If the user prevails, the user shall bear its own costs;
  c) If the matter is resolved through settlement, costs are as agreed by both 
     parties.


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10. GENERAL PROVISIONS
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10.1 ENTIRE AGREEMENT

This Agreement constitutes the entire agreement between you and the creator 
regarding the Software and supersedes all prior or contemporaneous agreements, 
understandings, and communications.

10.2 AMENDMENT

Amendments to this Agreement are effective upon written notice to you. Continued 
use of the Software following notification constitutes acceptance of amendments.

10.3 SEVERABILITY

If any provision is found to be unenforceable, that provision shall be severed 
and the remaining provisions shall remain in full force and effect.

10.4 WAIVER

No waiver of any provision shall be effective unless in writing. Failure to 
enforce any provision does not constitute waiver of that or any other provision.

10.5 INDEPENDENT CONTRACTORS

The creator and you are independent parties. Nothing in this Agreement creates 
a partnership, joint venture, or agency relationship.

10.6 NOTICES

All notices must be in writing and delivered personally, by email, or by 
registered mail to the addresses specified by each party.


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11. SUPPORT CONTACT INFORMATION
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For support inquiries, warranty claims, or subscription management, contact:

Email: [Support Email Address]
Phone: [Support Phone Number]
Website: [Support Website URL]
Support Portal: [Support Portal URL]

Business Hours: As specified by your selected support tier


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12. ACKNOWLEDGMENT
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By installing, copying, or using the Software, you acknowledge that you have 
read this Agreement, understand its terms, and agree to be bound by them.

This Support License Agreement is provided as-is for the Software and supersedes 
any other license terms that may have accompanied the Software.


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END OF LICENSE AGREEMENT
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