License Agreement

 

DONOMA UNIFY®, DONOMA MESSAGE VAULT™, DONOMA STONESCRIBE™, DONOMA MEDIASCRIBE™, DONOMA ONEVIEW™

Software License Agreement

DONOMA SOFTWARE®

Corporate HQ: Donoma, Inc., 1750 Kraft Dr. Suite 1200, Blacksburg, Virginia 24060 USA

Copyright © 2004-2017 Donoma, Inc. All rights reserved.

Terms and Conditions

PLEASE READ THIS SOFTWARE LICENSE AGREEMENT CAREFULLY BEFORE DOWNLOADING, INSTALLING OR USING DONOMA SOFTWARE® (“DONOMA ” or “Licensor”) SOFTWARE OR DONOMA – SUPPLIED SOFTWARE. BY DOWNLOADING , INSTALLING, OR USING THE LICENSED SOFTWARE, EVEN FOR REVIEW AND CONSIDERATION, OR USING THE EQUIPMENT THAT CONTAINS THIS SOFTWARE, YOU ARE CONSENTING TO BE BOUND BY THIS AGREEMENT. IF YOU DO NOT AGREE TO ALL OF THE TERMS OF THIS AGREEMENT, THEN (A) DO NOT DOWNLOAD, INSTALL OR USE THE LICENSED SOFTWARE, AND (B) YOU MAY RETURN THE LICENSED SOFTWARE AND OBTAIN A REFUND OF ANY AMOUNTS PAID. YOUR RIGHT TO REJECT THE TERMS OF THIS AGREEMENT AND RETURN THE LICENSED SOFTWARE EXPIRES ON THE EARLIER OF THIRTY (30) DAYS AFTER PURCHASE FROM DONOMA OR AN AUTHORIZED DONOMA RESELLER, OR THIRTY (30) DAYS AFTER THE DATE THIS INFORMATION HAS BEEN PROVIDED TO YOU, AND APPLIES ONLY IF YOU ARE THE ORIGINAL PURCHASER OR EVALUATOR OF THE SOFTWARE.

License Grants.

Subject to the provisions of this Agreement and timely payment of any and all fees due to Licensor, Licensor hereby grants to you (“you” or “Customer”) a nonexclusive, nontransferable, limited use license, either a perpetual purchase license or subscription based license (as defined upon purchase), without the right to sublicense, to (a) reproduce and use up to the number of permitted copies of Licensed Software, and (b) reproduce and use copies of the Documentation, solely in connection with Customer’s exercise of its license grant, in a number equal to or less than the number of system users (“users/seats”) of the Licensed Software. Customer shall use the Licensed Software only for its own internal business purposes and make it available for use only by its authorized personnel. Licensor reserves all rights not expressly granted in this Agreement.

Note: In the event DONOMA does not charge a license fee for evaluation of software, usage after the permitted evaluation period without either paying the fee or receiving express written permission from the Licensor is strictly prohibited. If Licensor is required to pay any sales, use, excise or other taxes (whether federal, state or local, but excepting our income taxes) imposed with respect to providing Customer Licensed Software, such taxes will be billed to and paid by Customer.

Evaluation License.

This Agreement shall apply generally to parties evaluating the Licensed Software during the permitted evaluation period (“Evaluation License”), the Evaluation License shall not include, and Licensor specifically disclaims, any warranties of any kind by Licensor, any rights to maintenance and support or Updates for Customer, or any rights of Customer to indemnification. In addition, Licensor is not liable in any way for losses or damages of any kind whatsoever under this Agreement, including but not limited to direct, special, incidental, indirect, or consequential losses or damages, even if advised of the possibility of such potential loss or damage, to a Customer under an Evaluation License. Customer also acknowledges that Licensed Software under an Evaluation License will operate only for the permitted evaluation period and after that period will cease to operate without further action on the part of Licensor.

Licensed Software.

“Licensed Software” means, as applicable to Customer: the Voicemail – Email Synchronization Program in object code format designed by Licensor to synchronize IP-based telephony system with supported email systems, the Voicemail Archiving & Records Management Program in object code format designed by Licensor to archive the messages from the designated IP-based telephony system, the Voice/Video Call Archiving & Records Management Program in object code format designed by Licensor to archive the messages from the designated IP-based telephony system,  the Instant Message Archiving & Records Management Program in object code format designed by Licensor to archive instant message traffic from designated systems and/or the Call Detail Recording Program in object code format designed by Licensor to gather and report on call data from the designated IP-based telephony system including any updates, patches or modifications (but excluding any new versions) that Licensor, at its sole discretion, makes available to Customers of the  program(s) constituting the Licensed Software  (such programs referred to herein individually and collectively as, the “Licensed Software”).  Customer has sole responsibility for ensuring that it has obtained all appropriate or necessary third party licenses for related or interactive hardware and software.

“Documentation” means any copy, version or translation, in whole or in part, of the end user documentation for Licensed Software, whether in printed manual or on-line format.

Maintenance and Support.

Customer may notify Licensor and pay Licensor for the Maintenance and Support Program and receive ongoing maintenance and support. Customers who purchase a subscription license are enrolled in the Maintenance and Support Program.  Terms and conditions applying to the Maintenance and Support Program are provided below.

Consent to Use of Data.

Customer agrees that Licensor may collect and use technical data and related information—including but not limited to technical information about your device, system and Donoma application software—that is gathered periodically to facilitate the provision of software updates, product support, and other services to Customer (if any) related to the Licensed Application. Licensor may use this information, as long as it is in a form that does not personally identify Customer, to improve its products or to provide services or technologies to Customer.

Patent and Copyright.

The Licensed Software is owned by Licensor and is protected by U.S. patent and copyright laws and applicable international treaties and/or conventions. The Licensed Software, and any and all modifications, improvements and derivative works, shall remain the exclusive property of Licensor, and Customer shall have no right, title or interest in them whatsoever.

Prohibited Uses.

Without the prior express written consent of Licensor, Customer agrees that it shall not and shall not allow any third party (by license agreement or otherwise) to (a) take any action that would cause the loss or abandonment of Licensor’s proprietary rights in the Licensed Software; (b) transfer, assign, resell, distribute, publicly display, transfer, rent, lease, lend, copy or otherwise reproduce, modify, translate, enhance, time-share, license, sublicense, electronically transmit or prepare derivative works of the Licensed Software, in whole or in part; (c) make error corrections to or otherwise modify or adapt the Licensed Software or create derivative works based upon the Licensed Software, or permit third parties to do the same; (d) disassemble, decompile, decrypt or reverse engineer in any way any of the Licensed Software; (e) otherwise use in any way the Licensed Software in any manner not expressly authorized by this Agreement; or (f) remove, alter or otherwise obscure any proprietary rights notices appearing in the Licensed Software. Customer agrees to use its best efforts and take all reasonable steps to safeguard the Licensed Software to ensure that no unauthorized person shall have access to the Licensed Software and that no unauthorized copy, publication, disclosure or distribution, in whole or in part, in any form shall be made. Customer acknowledges that the Licensed Software contains valuable, confidential information and trade secrets and that unauthorized use and/or copying are harmful to Licensor. Customer grants to Licensor and its agents the right to examine Customer’s business, books, records and accounts during Customer’s normal business hours to verify compliance with this Agreement. In the event such audit discloses non-compliance with this Agreement, Customer shall promptly pay to Licensor the appropriate licensee fees and, at the discretion of Licensor, reimburse Licensor for the costs of the examination.

Updates.

Updates designed by Licensor to correct or improve the performance of Licensed Software (“Updates”) may be provided, solely at Licensor’s discretion, without additional charge; provided that Customer has paid all applicable maintenance fees to Licensor. Updates will be provided as they become generally available to Customers that have paid in full for the Maintenance and Support Program for the period in question. Within thirty (30) days of the commercial shipment or notice of availability by download to Customer of an Update, Customer shall incorporate the Update into Customer’s services and discontinue use of the previous version. NOTWITHSTANDING ANY OTHER PROVISION OF THIS AGREEMENT, CUSTOMER HAS NO LICENSE OR RIGHT TO USE ANY SUCH UPDATES UNLESS CUSTOMER, AT THE TIME OF ACQUIRING SUCH UPDATE, ALREADY HOLDS A VALID LICENSE TO THE LICENSED SOFTWARE AND QUALIFIES FOR THE UPDATE.

Nondisclosure.

During the term of this Agreement, Customer may be exposed to certain information concerning Licensor’s services, software products, including the Licensed Software, and proposed new software products that are the confidential and proprietary information of Licensor and not generally known to the public (“Confidential Information”). Customer agrees that during and after the term of this Agreement, it will not use or disclose to any third party any Confidential Information without the prior written consent of Licensor.

Proprietary Notices and Protection of Information.

Customer agrees to maintain and reproduce all patent, copyright and other proprietary notices on all copies, in any form, of the Licensed Software in the same form and manner that such copyright and other proprietary notices are included on the Licensed Software. Except as expressly authorized in this Agreement, Customer shall not make any copies or duplicates or any Licensed Software without the prior written permission of Licensor. Customer agrees that all aspects of the Licensed Software and associated documentation, including the specific design and structure of individual programs, constitute trade secrets and/or copyrighted material of Licensor. Customer shall not disclose, provide, or otherwise make available such trade secrets or copyrighted material in any form to any third party without the prior written consent of Licensor. Customer shall implement reasonable security measures to protect such trade secrets and copyrighted material. Title to Licensed Software and Documentation shall remain solely with Licensor.

Limited Warranty.

If Customer obtained the Licensed Software directly from Licensor, then Licensor warrants that during the Warranty Period (as defined below), the Licensed Software will substantially conform to its published specifications, if any. The “Warranty Period” means a period beginning on the date of Customer’s download of the Licensed Software and ending on the later of (a) thirty (30) days from the date Customer downloaded the Licensed Software from Licensor, or (b) the end of the minimum period required by the law of the applicable jurisdiction. The limited warranties extend only to Customer as the original customer. Customer’s sole and exclusive remedy and the entire liability of Licensor and its suppliers under these limited warranties will be, at Licensor or its service center’s option, repair or replacement of the Licensed Software or refund of applicable fees for the Licensed Software if reported (or, upon request, returned) to Licensor or its designee. Except as expressly granted in this Agreement, the Licensed Software is provided AS IS. Licensor does not warrant that the Licensed Software is error-free or that Customer will be able to operate the Licensed Software without problems or interruptions. In addition, due to the continual development of new techniques for intruding upon and attacking networks, Licensor does not warrant that the Licensed Software or any equipment, system or network on which the Licensed Software is used will be free of vulnerability to intrusion or attack. This warranty does not apply if the Licensed Software (a) is licensed for beta testing, evaluation, or demonstration purposes for which Licensor does not receive a license fee, (b) has been altered, except by Licensor, (c) has not been installed, operated, repaired, or maintained in accordance with instructions supplied by Licensor, (d) has been subjected to abnormal physical or electrical stress, misuse, negligence, or accident, or (e) is used in ultra-hazardous activities. In the event that Customer wishes Licensor to provide maintenance and support beyond that provided during the Warranty Period, Customer must enroll in Licensor’s Maintenance and Support Program, as further defined in this Agreement.

Warranty Exclusions.

OTHER THAN THE EXPRESS WARRANTY SET FORTH ELSEWHERE IN THIS AGREEMENT, LICENSOR DOES NOT MAKE ANY, AND DISCLAIMS ALL, WARRANTIES, EXPRESS OR IMPLIED, OR ARISING BY USAGE OF TRADE OR COURSE OF DEALING, INCLUDING WITHOUT LIMITATION ANY WARRANTIES OF PERFORMANCE, MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY, TITLE, QUIET ENJOYMENT AND NONINFRINGEMENT. NEITHER LICENSOR, NOR ITS AFFILIATES OR ANY OF ITS SUPPLIERS, EMPLOYEES OR AGENTS WARRANT CUSTOMER’S USAGE OF SOFTWARE WILL BE UNINTERRUPTED OR ERROR FREE.  LICENSOR MAKES NO REPRESENTATIONS OR WARRANTIES ON BEHALF OF ITSELF WITH RESPECT TO THIRD-PARTY SOFTWARE OR EQUIPMENT AND EXPRESSLY EXCLUDES ANY AND ALL LIABILITY ARISING FROM OR RELATING TO A THIRD-PARTY’S SOFTWARE AND/OR EQUIPMENT.

Exclusive Remedy and Limitation of Liability.

IN NO INSTANCE SHALL LICENSOR BE LIABLE FOR ANY CONSEQUENTIAL DAMAGES, WHETHER ARISING FROM TORT OR CONTRACT, INCLUDING INTERRUPTION OF USAGE, LOSS OF DATA, REVENUE OR PROFITS, OR ANY OTHER INCIDENTAL, INDIRECT, OR SPECIAL DAMAGES ARISING OUT OF THE USE OR INABILITY TO USE THE LICENSED SOFTWARE, FOR REASONS INCLUDING, BUT NOT LIMITED TO, FAILURE TO FURNISH OR THE DEGRADATION OR INTERRUPTION OF THE USE OF THE SOFTWARE, HOWEVER CAUSED OR BASED ON ANY THEORY OF LIABILITY. THIS LIMITATION SHALL APPLY EVEN IF LICENSOR HAS BEEN NOTIFIED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO EVENT MAY ANY ACTION BE BROUGHT AGAINST LICENSOR ARISING OUT OF THIS AGREEMENT MORE THAN ONE (1) YEAR AFTER THE CLAIM OR CAUSE OF ACTION ARISES, DETERMINED WITHOUT REGARD TO WHEN THE LICENSOR SHALL HAVE LEARNED OF THE DEFECT, INJURY OR LOSS. LICENSOR SHALL NOT IN ANY EVENT BE LIABLE FOR MORE THAN THE AMOUNT PAID (IF ANY) BY CUSTOMER TO LICENSOR FOR THE LICENSE OF THE LICENSED SOFTWARE UNDER THIS AGREEMENT (WHETHER SUCH LIABILITY ARISES FROM ANY PROVISION OF THIS AGREEMENT, BREACH OF WARRANTY, BREACH OF THIS AGREEMENT, INDEMNIFICATION OR OTHERWISE, AND WHETHER IN CONTRACT OR IN TORT, INCLUDING NEGLIGENCE AND STRICT LIABILITY). BECAUSE SOME STATES OR JURISDICTIONS DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, THE ABOVE LIMITATION MAY NOT APPLY TO YOU.

Indemnification.

(a) Subject to the limitations set forth above regarding warranty, Licensor agrees to defend, indemnify, and hold Customer harmless against any third-party claims for loss, damage, liability, or expense, including but not limited to reasonable attorneys’ fees (each a “Claim”) based on or related to allegations that the Licensed Software infringes any U.S. patent or copyright or misappropriates any trade secret of any third party. Licensor will have no obligation under Part (a) of this Paragraph as to any Claim unless: (i) Customer provides Licensor with prompt, written notice of any such Claim; (ii) Customer provides Licensor and/or Licensor’s designated suppliers that have rights in the Licensed Software with sole control of the defense and settlement of any such Claim; and (iii) Customer provides Licensor with all reasonable assistance in the defense and settlement of any such Claim, at Licensor’s sole expense. If Customer’s use of the Licensed Software under the terms of this Agreement is, or in Licensor’s opinion is likely to be, enjoined due to the type of claim specified in this Paragraph, then Licensor shall at its sole option and expense either: (A) procure for Customer the right to continue using such Licensed Software under the terms of this Agreement; (B) replace or modify such Licensed Software so that it is noninfringing; or (C) if options (A) and (B) above cannot be accomplished by commercially reasonable means despite Licensor’s reasonable efforts, then Licensor may terminate this Agreement. Licensor will have no obligation under this Paragraph with respect to any Claim to the extent it arises from: (1) any unauthorized modifications or enhancements to the Licensed Software; (2) use of the Licensed Software in combination with other products, programs, data or equipment except as expressly permitted; or (3) use of an allegedly infringing version of the Licensed Software, if the claim could be avoided by the use of a different version of the Licensed Software made available to Customer by Licensor. THIS PARAGRAPH SETS FORTH LICENSOR’S SOLE AND EXCLUSIVE OBLIGATIONS, AND CUSTOMER’S SOLE AND EXCLUSIVE REMEDY, FOR ANY ALLEGED INFRINGEMENT OF ANY PATENT, COPYRIGHT OR OTHER PROPRIETARY RIGHT.

(b) Customer hereby releases Licensor’s officers, directors, employees, members, managers, insurers, agents and representatives (collectively, “Licensor Group”) from and against, and Customer hereby waives, any claim, demand, right or cause of action of whatever kind or nature that Customer has or may have against Licensor Group, and Customer agrees to indemnify and hold harmless Licensor and Licensor Group from such claim, demand, right or cause of action, whether for injury to property or persons, arising in connection with or caused by any acts or omissions of Customer, including but not limited to any action taken by Customer in reliance upon or related to the Licensed Software.

Relationship of Parties.

Licensor is an independent contractor and nothing contained in this Agreement shall be construed to constitute either party as a partner, joint venturer, co-owner, employee, or agent of the other party, and neither party shall hold itself out as such. Neither party has any right or authority to incur, assume or create, in writing or otherwise, any warranty, liability or other obligation of any kind, express or implied, in the name of or on behalf of the other party, it being intended by both Licensor and Customer that each shall remain an independent contractor responsible for its own actions.

Assignment.

Customer shall not assign, transfer or otherwise dispose of this Agreement in whole or in part to any individual, corporation or other entity without the prior written consent of Licensor.

Term and Termination.

This Agreement is effective until terminated. In the case of an Evaluation License, this Agreement is deemed to be terminated at the end of the permitted evaluation period. Customer may terminate this Agreement at any time by destroying and deleting all copies of Licensed Software including any Documentation. Customer’s license rights under this Agreement will terminate immediately without notice from Licensor if Customer fails to comply with any provision of this Agreement. Upon termination, Customer must destroy and delete all copies of Licensed Software in its possession or control. Either party may terminate this Agreement if the other party commits a material breach of this Agreement and does not cure such breach within thirty (30) days after receipt of written notice given by the other party. Upon termination of this Agreement pursuant to this Agreement, all further rights and obligations of the parties shall cease, except that the parties shall not be relieved of (a) their respective obligations to pay any moneys due or which become due as of or subsequent to the date of termination, and (b) any other respective rights and obligations under Paragraphs herein entitled Patent and Copyright, Prohibited Uses, Nondisclosure, Limited Warranty, Warranty Exclusions, Exclusive Remedy and Limitation of Liability, Indemnification, Term and Termination, Applicable Law, Notices, and Export Control.

Force Majeure.

If the performance of any obligation (other than payment and confidentiality obligations) under this Agreement is prevented, restricted or interfered with by reason of war, revolution, civil commotion, acts of public enemies, blockade, embargo, strikes, outage of the Internet, weather, law, order, proclamation, regulation, ordinance, demand, or requirement having a legal effect of any government or any judicial authority or representative of any such government, or any other act whatsoever, whether similar or dissimilar to those referred to in this Paragraph, which is beyond the reasonable control of the party affected, then the party so affected shall, upon giving prior written notice to the other party, be excused from such performance to the extent of such prevention, restriction, or interference, provided that the party so affected shall use reasonable commercial efforts to avoid or remove such causes of nonperformance and shall continue performance hereunder with reasonable dispatch whenever such causes are removed.

Applicable Law.

TO THE FULLEST EXTENT PERMISSIBLE, THE PARTIES EXPRESSLY AGREE THAT THIS AGREEMENT SHALL BE GOVERNED BY THE COMMON LAW OF VIRGINIA RELATING TO WRITTEN AGREEMENTS AND VIRGINIA STATUTES OTHER THAN UCITA, WHICH MAY APPLY. In addition, this Agreement shall be deemed to have been made in, and shall be construed under, and any claim or controversy relating in any way to this Agreement shall be governed and interpreted exclusively in accordance with, the laws of the Commonwealth of Virginia and the United States, expressly disclaiming the United Nations Convention on Contracts for the International Sale of Goods. Any mediation in connection with this Agreement shall be conducted in Roanoke, Virginia, United States of America. In addition, Licensor and Customer acknowledge and agree that the federal and state courts located in the City of Roanoke, Virginia, shall have exclusive jurisdiction in any action or proceedings with respect to this Agreement.  The parties agree that either of such forums is mutually convenient and bears a reasonable relationship to this Agreement, and the parties waive objection to any venue laid therein.  The parties irrevocably submit to the jurisdiction of such courts for the purpose of any suit, action or other proceeding arising or related to this Agreement.

Severability.

If any provision of this Agreement or the application thereof to any party or circumstances shall be declared void, illegal or unenforceable, the remainder of this Agreement shall be valid and enforceable to the extent permitted by applicable law. In such event, the parties shall use their best efforts to replace the invalid or unenforceable provisions by a provision that, to the extent permitted by the applicable law, achieves the purposes intended under the invalid or unenforceable provision.

Waiver of Compliance.

Any failure by Licensor to enforce at any time any term or condition under this Agreement shall not be considered a waiver of its right to enforce at a later time each and every item and condition of this Agreement.

Export Control.

The Licensed Software, including technical data, may be subject to U.S. export control laws, including the U.S. Export Administration Act and its associated regulations, and may be subject to export and import regulations in other countries. Customer agrees to comply strictly with all such regulations and acknowledges that it has the responsibility to obtain licenses to export, re-export, or import Licensed Software. Customer will indemnify, if requested, Licensor for any failure to comply with this Paragraph.

Notice to Government End Users.

The Licensed Software is a “Commercial Item,” as that term is defined in 48 C.F.R. §2.101, consisting of “Commercial Computer Software” and “Commercial Computer Software Documentation,” as such terms are used in 48 C.F.R. §12.212 or 48 C.F.R. §227.7202, as applicable. Consistent with 48 C.F.R. §12.212 or 48 C.F.R. §§227.7202-1 through 227.7202-4, as applicable, the Commercial Computer Software and Commercial Computer Software Documentation are being licensed to U.S. Government end users (a) only as Commercial Items and (b) with only those rights as are granted to all other end users pursuant to the terms and conditions herein. Licensor is Donoma, Inc., 1750 Kraft Dr., Suite 1200 Blacksburg, Virginia 24060.

Complete Agreement.

THIS AGREEMENT COMPLETELY AND EXCLUSIVELY STATES THE AGREEMENT OF THE PARTIES REGARDING ITS SUBJECT MATTER. IT SUPERSEDES, AND ITS TERMS AND CONDITIONS GOVERN, ALL PRIOR PROPOSALS, AGREEMENTS, OR OTHER COMMUNICATIONS BETWEEN THE PARTIES, ORAL OR WRITTEN, REGARDING SUCH SUBJECT MATTER. THIS AGREEMENT SHALL NOT BE MODIFIED EXCEPT BY A SUBSEQUENTLY DATED WRITTEN AMENDMENT SIGNED ON BEHALF OF LICENSOR AND CUSTOMER BY EACH PARTY’S DULY AUTHORIZED REPRESENTATIVE. ANY PROVISION OF A PURCHASE ORDER PURPORTING TO SUPPLEMENT OR VARY THE PROVISIONS OF THIS AGREEMENT SHALL BE VOID. LICENSOR AND CUSTOMER ACKNOWLEDGE HAVING READ THIS ENTIRE AGREEMENT AND AGREE TO BE BOUND BY IT.

Attorney Fees.

If Customer defaults in the performance of any of the terms, covenants, agreements or conditions contained in this Agreement, and Licensor places the enforcement of this Agreement, or any part thereof, in the hands of an attorney or files suit upon the same, Customer agrees to pay Licensor’s reasonable attorneys’ fees and costs.

Waiver of Trial by Jury.

ANY COURT PROCEEDINGS COMMENCED BY OR AGAINST EITHER PARTY SHALL BE RESOLVED BY A COURT WITHOUT A JURY, AND EACH PARTY WAIVES ITS RIGHT TO A JURY AS TO ANY DISPUTE OR CLAIMS ARISING UNDER OR RELATING TO THIS AGREEMENT, WHETHER FOR BREACH OR ENFORCEMENT OF CONTRACT, TORT OR OTHERWISE.

MAINTENANCE & SUPPORT PROGRAM

The following terms and conditions apply to Customers enrolling in the required Maintenance & Support Program (“Customers”).

How a Customer Enrolls.

Customers enroll in our Maintenance & Support Program by purchasing subscription licenses or notifying Licensor and paying the required fee. Provided that Customer is in compliance with this Agreement and has paid all fees due to Licensor, annual Maintenance & Support is provided as described below.

Software Updates.

Licensor will make available to Customers, from time to time as they are released, free of additional charge, patches and Updates of the Licensed Software that Licensor makes generally available to Customers and the public, excluding, however, any modules designated by us, in our sole discretion, as new products. Installation support is included with Maintenance & Support, but if the Customer prefers to perform the installation, Licensor will provide instructions on how to download each Update and provide them a numerical key to access it. Access to our technical documentation is provided electronically. Customers may be required to license new third-party applications programs or operating systems programs, or update existing versions thereof or computer equipment, at their expense, in order to install or utilize an Update. Acceptance of any Update is hereby deemed subject to the terms and conditions contained in this Agreement.

Maintenance & Support Provided.

All Maintenance & Support Customers, in addition to Updates listed above, will have access to remote support and application error monitoring as well as telephone support (toll free in the U.S.) and online support at an email address provided by Licensor below for problems with the Licensed Software. This support will be available only for Licensed Software. If in analyzing a particular question our support staff determines that the problem is caused by something other than the Licensed Software, support may be offered outside of the standard Maintenance & Support Program on a time and materials or contract basis.

To request support:

Support phone: (International) +1(540) 443-3575
Support phone (US) (866)-265-2770
Support email: support@donomasoftware.com

Response Time:

Licensor will respond within 4 business hours (local time, US Eastern Time zone) from receipt of Customer email or call.

Support Schedule.

Maintenance & Support Customers will have access to telephone and email support from 8:00 a.m. to 8:00 p.m. U.S. Eastern Standard Time, Monday through Friday each week, except holidays. However, any level of support may not be available due to matters out of our control.

Support will not be available to anyone on the following holidays:
New Year’s Day (January 1)
Memorial Day (last Monday in May)
Independence Day (July 4)
Labor Day (first Monday in September)
Thanksgiving and the following Friday (fourth Thursday and following Friday in November)
Christmas Eve and Christmas Day (December 24 and 25)

Engineering work required outside the stated business hours will be scheduled on a case-by-case basis to accommodate customers’ time zones.

Customer Responsibilities.

(a) Customers are responsible for maintaining all items received from Licensor and all interacting software and hardware, including but not limited to Licensed Software, IP-based telephony system with supported email systems, instant messaging platform or other Donoma supported electronic records platforms, and any updates, patches or modifications, in a safe and stable environment that is physically protected and within a secure network environment. Customers are responsible for all standard maintenance for and licensing of the necessary software and hardware, including but not limited to data archival and backup, service packs, security patches and updates. Customers will license and install anti-virus software and periodically update virus definitions to assure that Licensed Software is protected from viruses that could be contracted from any source, including but not limited to the local network, the Internet, email, physical disk or data exchange. Maintenance and support is limited to Customers’ compliance with supported versions, as provided by Donoma, Customers are responsible to update supporting server and virtualization platforms as needed to remain in compliance with the requirements of supported versions.

(b) Customers are responsible for sufficient data connections for remote diagnostics, preferably utilizing a Virtual Private Network. Customers are responsible for sufficient telephone lines and Internet connections for the intended operation of the Licensed Software and for managing all third-party vendor relationships in facilitating with Licensor the correction of a problem with the Licensed Software.

(c) Customers are responsible for maintaining a current, reliable and adequate backup system.

(d) For any occurrence requiring technical support, Customers will notify Licensor immediately using the telephone number provided by Licensor or the technical support email address provided. Customer contacts that call or email Licensor for technical support matters shall be familiar with the Licensed Software covered by this Agreement in order that such technical support matters may be resolved expediently by Licensor.

General Terms.

Except as otherwise set forth in the Maintenance & Support Program, the general terms and conditions of this Agreement also apply to the Maintenance & Support Program provided by Licensor to the extent practicable, including but not limited to Paragraphs above covering Patent and Copyright, Prohibited Uses, Updates, Proprietary Notices and Protection of Information, Nondisclosure, Limited Warranty, Warranty Exclusions, Exclusive Remedy and Limitation of Liability, Indemnification, Relationship of Parties, Assignment, Term and Termination, Applicable Law, Notices, Waiver of Compliance and Export Control.

Updated 11/15/2017