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EULA Provider-Specific Terms оf Nemetschek Bulgaria

EULA Provider-Specific Terms оf Nemetschek Bulgaria

NB! Capitalized terms are used as defined in the Standard Agreement

 

"Nemetschek" OOD, a Bulgarian limited liability company with UIN: 121808541 and registered seat and address at 11 Industrialna Street, 1202 Sofia, Bulgaria (the Provider) has some specific terms that concern the agreed by the Provider Bonterms Standard Agreement for Marketplace Transactions (the Standard Agreement).

  1. Subject to the Standard Agreement the Provider will access and use Customer Data to provide and maintain the Cloud Service, Support and Professional Services. In addition and where permitted by applicable legislation, the Provider may use Customer Data also for marketing purposes, as this takes place on the appropriate legal basis.

  1. Provider will not otherwise disclose Customer Data to third parties except as permitted in the Standard Agreement and as explained in our Privacy Policy. As a general rule, all content handled by the Cloud Service is stored directly in the cloud of the provider of the Marketplace. At times, the Provider may temporarily store some configuration information (cache) required for the operation of the Cloud Service. For license validation, the Provider only stores Customer information provided and generated by the provider of the Marketplace for that purpose.

  1. The Cloud Services of the Provider are designed to allow any data to be accessible only with appropriate credentials, such that one Customer cannot access another Customer's Data. Our global support team has access to our Cloud Services and may access Customer Data only for purposes of health monitoring and performing system or maintenance, and upon Customer request.

  1. Support Service Level Agreement (SLA)

    • When we receive a support request, we aim to respond within 24 business hours (Monday to Friday, excluding public holidays), based on our local timezone (EET/CET). While we strive to resolve issues as quickly as possible, we appreciate Customers understanding that, as a small team, response times may vary. We commit to using reasonable efforts to meet this SLA, but are not responsible for delays caused by factors outside our control or by the Customer.

  1. Business Hours

    • Our support team is available Monday through Friday, 8:00 AM – 4:00 PM CET / 9:00 AM – 5:00 PM EET. We are closed on major holidays, including (but not limited to): New Year’s Day, Easter holidays, International Workers' Day, Ascension Day, National Day of Bulgaria, Christmas Eve, Christmas Day, and the day after Christmas.

  2. What Support Includes

    • Assistance with installation and upgrade issues

    • Troubleshooting problems related to the Provider's apps

    • Identifying potential workarounds

    • Guidance on configuration for specific use cases

  1. What Support Does Not Include

    • Product training

    • Support for Customers/Users without a valid license or active Subscription

    • Assistance with Jira core functionality

    • Support in languages other than English or Bulgarian

  1. In most cases, Customer Data does not include any personal data/information, as the Provider receives only anonymized analytical information from the Cloud Service. However, if the Provider processes any personal data or information, this will be explicitly noted in the designated documents and locations.

  1. After termination or expiration of the Standard Agreement, the Provider will delete Customer Data in due time.