These Technical Support Terms (the “Support Terms”) govern technical support and software updates for R-TAG software products, including RT Report Manager (the “Software”). They are incorporated by reference into the R-TAG End User License Agreement (the “EULA”), Section 6.2. Capitalized terms not defined here have the meanings given in the EULA. If these Support Terms conflict with the EULA, the EULA governs.

1. REGULAR TECHNICAL SUPPORT

Regular technical support is the annual maintenance plan described in Section 6.1 of the EULA. It is offered as an annual subscription and includes software updates and unlimited technical support by email during the subscription term, subject to the Support Fair Use Policy described in Section 11. Regular technical support is provided by email only, and all interaction with R-TAG staff or R-TAG resellers’ staff about the matters described in Section 5 takes place by email. The email response time for Regular technical support is up to three (3) business days. Technical support applies only to Supported Versions of the Software as defined in Section 6.3 of the EULA.

2. FIRST YEAR

The annual subscription for the first year after the purchase is included in the initial purchase price at no additional charge. When multiple licenses are purchased at different times, the free first year starts with the purchase of the first license. A later license purchase does not add an additional free year. The annual subscription for each later license expires on the same date as the annual subscription for the first license, and the annual subscription is managed as one subscription for all licenses.

For example, if one license is purchased on March 1, 2030, the purchase includes a free annual subscription from March 1, 2030 to March 1, 2031. A second license purchased on August 1, 2030 does not add an additional year, and its annual subscription expires on March 1, 2031. A third license purchased on March 1, 2031 does not include any free annual subscription.

3. RENEWAL AND RENEWAL PRICING

Renewal of the annual subscription after the first year is optional. To continue to receive software updates and technical support, you must renew the annual subscription no later than the expiration date of the previous annual subscription.

(a) The renewal price for an annual subscription that has not expired is forty percent (40%) of the current purchase price for the same configuration at the time of the renewal.

(b) The renewal price for an annual subscription that expired less than six (6) months before the renewal date is seventy five percent (75%) of the current purchase price for the same configuration at the time of the renewal.

(c) After the sixth (6th) month following the expiration date, renewal at a discounted price is not available, and the renewal price is one hundred percent (100%) of the current purchase price for the same configuration at the time of the renewal.

The minimum annual subscription fee is five hundred euros (€500) for any purchase, or any renewal of an expired annual subscription, made after January 1, 2025.

4. NO SUPPORT WITHOUT AN ACTIVE SUBSCRIPTION

Your license to the Software is perpetual, and you may continue to use your existing copy of the Software without renewing the annual subscription. However, R-TAG does not provide any support of any kind without an active annual subscription for technical support, including support for upgrades, migrations, questions, license keys, download links, or determining why the Software is not working. If you do not have an active annual subscription, your support email will not be answered and will be transferred to R-TAG’s sales department to check for a possible renewal.

5. SCOPE OF REGULAR TECHNICAL SUPPORT

Regular technical support includes:

(a) technical support related to the everyday normal use of the features of the Software;

(b) guidance on the implementation, installation, licensing, and configuration of the Software on environments that meet the Software system requirements;

(c) troubleshooting of failures, errors, performance issues, crashes, or unexpected behavior of the Software; and

(d) access to upgrades, including major and minor releases.

6. OUTSIDE THE SCOPE OF REGULAR TECHNICAL SUPPORT

Regular technical support does not include:

(a) customization of solutions, templates, or tools, including unsupported Software functionality;

(b) issues specific to hardware, Third Party Software, technology, virtual machines, or peripherals not provided by R-TAG;

(c) consultation on reports, SQL queries, database architecture and administration, system administration, system configuration, performance tuning, or security, except under the Gold plan;

(d) creating system and database backups, maintenance tasks, or performing installations or upgrades, except under the Gold plan;

(e) extended application training. R-TAG will answer your questions about the Software as part of Regular technical support, but extended webinar or screen sharing training sessions are charged separately;

(f) your custom C# and SQL code. You are fully responsible for the correct operation of any and all custom scripts and commands created in the Software, and R-TAG will not troubleshoot or provide any support relating to malfunctioning scripts or commands, except under the Gold plan; and

(g) database upgrades for a reinstated annual subscription. If your annual subscription expires and you later reinstate it, any necessary database upgrades are charged as out of scope support.

7. VIRTUAL MACHINES

R-TAG does not recommend installing the Software on a virtual machine. If you decide to use a virtual machine, you should keep an active annual subscription for technical support, and if the Software is critical for your organization, you should consider enrolling in the Silver plan. Virtual machines require their own level of administration and, if not administered correctly, may cause network interface saturation and network errors, poor performance, or lost data due to a recovery restart of the virtual machine or a load from an old snapshot. R-TAG technical support does not address issues related to virtual machines. You are responsible for ensuring that your system administrators and network architects can handle issues related to virtual machines.

8. ADDITIONAL PAID SERVICES

The following services are available at the following rates. An active Regular technical support subscription is required to purchase these services.

(a) Software consulting, which includes computer software design, computer programming, and maintenance of computer software, and any additional support or support not related to the Software or not within the scope of Regular technical support: six hundred euros (€600) per hour.

(b) Extended application training: four hundred euros (€400) per hour for one trainee, plus fifty euros (€50) per hour for each additional trainee.

9. SILVER PLAN

The Silver plan is available for six hundred euros (€600) per month, paid annually, and requires an active Regular technical support subscription. The Silver plan includes:

(a) an email response time of one (1) business day, usually the same day if requested before noon;

(b) up to two (2) hours per month of phone and remote support sessions, for big projects is possible to use hours from multipe months up to 24 hours per year

(c) support for migration of the Software and for software updates.

To better support organizations with multiple environments or licenses, the Codegato Silver Plan is required. If you already have an active support subscription, you will be grandfathered into your current plan, and the Silver Plan requirement will not apply as long as your subscription remains active.

10. GOLD PLAN

The Gold plan is priced on request. Please contact R-TAG for pricing. The Gold plan includes:

(a) everything included in the Silver plan;

(b) response by email or phone twenty four (24) hours a day, seven (7) days a week, including unlimited remote sessions when necessary;

(c) support for database and report design and development; and

(d) administration of the Software, including maintenance plans, backups, backup restore, migrations, and upgrades to the latest Version. Administration under the Gold plan requires administrator permissions for the internal SQL Server database of the Software, or the involvement of a company administrator.

11. FAIR USE

Technical support is provided for your own internal use of the Software and is subject to R-TAG’s Support Fair Use Policy published at https://www.codegato.com/Pages/SupportFairUsePolicy. R-TAG may limit or decline support requests that are excessive, repetitive, or outside the scope of these Support Terms.

12. CHANGES TO THESE SUPPORT TERMS

R-TAG may update these Support Terms from time to time by publishing a new version. The version in effect on the date of your purchase, or on the date of your most recent renewal of the annual subscription, applies to you until your next renewal, as provided in Section 6.2 of the EULA.

13. OUT OF SUPPORT VERSIONS

The following Versions of the Software have reached End of Support, as defined in Section 6.3 of the EULA. Technical support, corrections, license keys, workarounds, and updates are not provided for these Versions, even with an active annual subscription.

Version	End of Support
RT REPORT MANAGER v23	December 1, 2024