The provided Service Level Agreement (SLA) and Disclaimer Policy are intended to define the quality, reliability, and security levels of the products supplied by Crea Solution to its clients. This Service Level Agreement is valid for the duration of the relationship between Crea Solution and the Client.

Subject of the SLA and Disclaimer Policy

With this SLA, Crea Solution and the client agree on the service levels that Crea Solution will provide. This SLA will constitute an integral part of the contract between the parties.

Travel Costs

All travel costs of Crea personnel to the client’s site or sites indicated by them will always and unquestionably be borne by the client.

Responsibility

The Client commits to using software and hardware in accordance with the instructions provided by Crea Solution during training. Crea Solution is not liable for any damage resulting from the use or misuse of hardware, software, or any provided product. Crea Solution is also not responsible for any damage due to the installation, maintenance, or any software or hardware activity carried out by an unauthorized technician.

SERVICE LEVEL AGREEMENT SOFTWARE ON PREMISE CREA SOLUTION

The Client accepts the software “as is” at the time of purchase (as seen and tested during the demo), and any modifications or additional developments requested, such as developments, customizations, or integrations, will be billed as Software Projects.

Software Installation

Crea Solution will offer assistance and support in the installation of software at an additional cost.

PC Compatibility Testing Support

Upon request and for a fee, Crea Solution will perform intensive tests on the client’s PCs to verify compatibility with the programs. In any case, the PCs must meet the minimum requirements.

New Clients: Welcome Letter and Registration

Upon signing and sending the purchase contract, the client is required to fill out the online form regarding customer registration (https://www.creasolution.it/benvenuto-in-crea) with their own and the company’s data. Upon completion, they will receive a Welcome Letter, containing useful contacts and important information.

Warranty

Software systems are not covered by any warranty, all major, minor, and bug-fixing release activities are covered by the optional software evolution contract.

Support and Software Evolution Services

Software Evolution and Update Contract

• Clients with Software Evolution Contract

If the client does not have an active software evolution and update contract, they will still be entitled to receive minor and major releases produced or released by Crea Solution following a commercial offer (excluding system software such as operating systems or possible database licenses).

• Clients without Software Evolution Contract

Support contracts are considered “per license”, and Crea Solution reserves the right to modify the rates in line with the increase in the ISTAT index.

If the client is paying for a software evolution and update contract for a specific license, they will have the right to receive minor and major software versions produced or released by Crea Solution related to that license (excluding system software such as operating systems or possible database licenses) within the period of the contract. Updates will be made available to the client via email or shared through a link. Normal technical installation services and possible training on new releases are not included. Such additional support services will be billed as per the listed rates. The Client is required to regularly access the creasolution.com website to check for the release of any new software versions.

Software Releases

Crea Solution may publish news on its website regarding updated software versions. The executables of the software will be sent via email or shared through a link. Once the executable of the new version is downloaded, the client must contact Crea Solution via email at supporto@creasolution.it, or by calling +39 051 734777, to schedule a paid installation by the technicians.

Software Support Contracts

Response and Intervention Times; Support Contract

• Client Without Support Contract

Clients without a software support contract can still contact the Crea Solution team via email at supporto@creasolution.it, or by calling +39 051 734777 from Monday to Friday (9:00-13:00 and 14:00-18:00). The Crea Solution team will evaluate the assistance request, which will be handled by a technician for a fee. The minimum billable time is always 1 (one) hour.

• Client With Active Support Contract

Support contracts are considered “per license”, and Crea Solution reserves the right to modify rates in line with the increase in the ISTAT index. Clients with an active software support contract are entitled to preferential handling of their assistance requests compared to clients without a support contract. Contact methods are the same as for clients without a contract. Crea Solution guarantees the proper functioning of its own software and, in case of anomalies, commits to restoring its functionality without additional charges. However, if anomalies are deemed “blocking” or “non-blocking” for the company’s operational processes, resolution times may vary. If a “blocking” error occurs, Crea commits to resuming operations as quickly as possible.

If the client does not have an active contract or is in default of payments, the aforementioned clause is not valid.

Response times are from the receipt of a request by the client until the Crea Solution specialist technician responds and starts the problem-solving process.

Intervention times are the periods within which Crea Solution will start a comprehensive problem-solving process (e.g., an alternative method, a software patch/correction, or a specific implementation).

Only times within regular working hours (Monday to Friday, excluding holidays, from 9:00 to 13:00 and 14:00 to 18:00), or extended hours if agreed upon, will be considered. All services will be handled and completed by a Crea Solution professional, who will be the main contact and responsible for checking the success or proper outcome of the process with the client’s reference person. The service is considered completed at that point.

Types of Program Malfunctions

• Critical malfunction: a total block or inactivity of the application.
• Serious malfunction: a sequence of processes that is interrupted, or the operation of the application that does not proceed regularly or is only possible with limitations, or possible data loss.
• Functional fault: a situation where the execution of individual functions is hindered, but alternative solutions are possible (e.g., functions that should operate automatically can still be executed/controlled manually).
• Minor defect: a small malfunction with irrelevant consequences and no limitations on functionality, such as display errors in images.

The client will classify the malfunction category when reporting the problem to Crea Solution. The problem report will then be analyzed by a Crea Solution contact person. If colleagues agree on the classification of the malfunction type, the client’s classification will be applied if they can provide corresponding documentation.

The client commits to providing all reasonable support in managing the malfunction, including appointing a contact person for assistance during the verification/execution of the malfunction. A remote access tool to the system must be made available, compatible with available resources and current technological status.

Response times:

• Critical malfunction: receipt of the problem report + 2 hours
• Serious malfunction: receipt of the problem report + 4 hours
• Functional fault: receipt of the problem report + 8 hours
• Minor defect: receipt of the problem report + 12 hours

Intervention times:

• Critical malfunction: start of intervention + 8 hours
• Serious malfunction: start of intervention + 12 hours
• Functional fault: within the time necessary for a release for bug fixing
• Minor defect: within the time necessary for a release for bug fixing

Note on times: Agreed times may not be guaranteed if it is found based on the problem report that the cause of the malfunction is outside the responsibility of Crea Solution (e.g., assignment of user permissions, Windows updates, client PC hardware problems, etc.), or if it is due to third-party systems/programs (e.g., involving external servers). This also applies if the client’s contact person cannot be reached in a reasonable time.

Remote Desktop Sharing

In certain cases, support will be provided using Crea Solution’s Remote Control Software. Crea Solution will provide a high-performance Internet connection for assistance purposes at no cost. The Client will be responsible for providing the required Internet connection at their premises. Only the normal costs for the Internet connection and any additional telecommunication costs will be incurred. Crea Solution will provide the Remote Control Software for free; support for installation and training on its use will be free for qualified users. The client’s remote desktop sharing tools can be used, and any additional work required by Crea Solution (maintenance times, installation, etc.) will be billed based on the work done. In case of failure of the client-specific tools, Crea Solution assumes no responsibility for any delays in response times.

VPN Connections

In certain circumstances, it will be necessary to establish a VPN connection between Crea Solution and the Client. Crea Solution has suitable tools available for this purpose. The client’s VPN tools can also be used; any additional work required by Crea Solution (maintenance times, installation, etc.) will be billed based on the work performed. Experience has shown that certain VPN solutions provided by clients that disable local network connections make online support services practically impossible.

SERVICE LEVEL AGREEMENT SOFTWARE PLM (TEX DEFINE)

The Client accepts the software “as is” at the time of purchase (as seen and tested during the demo), and any additional modifications or developments requested, such as developments, customizations, or integrations, will be billed as Software Projects.

Software Installation

For an additional cost, Crea Solution will offer assistance and support in the installation of the software.

PC Compatibility Testing Support

Upon request and for a fee, Crea Solution will conduct intensive tests on the client’s PCs to ensure compatibility with the programs. The PCs must meet the minimum requirements available here.

New Clients: Welcome Letter and Registration

Upon signing and sending the purchase contract, the client must complete the online customer registration form (https://www.creasolution.it/benvenuto-in-crea) with their personal and company details. Upon completion, they will receive a Welcome Letter containing useful contacts and important information.

Warranty

Software systems are not covered by any warranty; all major, minor, and bug-fixing release activities are covered by the optional software evolution contract.

SQL Services – Optional

Crea Solution professionals are experts in Microsoft SQL Server, as PLM databases frequently operate stably and efficiently on this type of Database server. We can offer remote maintenance, hotline service, and proactive system monitoring.

Infrastructure Optimization

Is your infrastructure optimized for the solutions proposed by Crea Solution? Our specialists can check your servers and network system and, for a fee, support you in the optimization process.

Administrator Level Support

All support and consulting work for the PLM administrator (developer license) for expert users (administrators) is generally provided for a fee.

Mutual Agreement for Further Function Development

A mutual acceptance of further function development is required to ensure smooth and maintainable operation of the application, along with your developed functions. All changes must be accepted by Crea Solution (for a fee), and conversely, you must guarantee the quality of the changes Crea Solution will make to your individual environment (including agents, scripts, interfaces, add-ins, etc.). This mutual collaboration is the only way to ensure the best service for your activities.

Additional Consulting or Other Services

At agreed times, the Client can receive additional consulting and other services (such as programming activities) as a preferred customer. These services are provided for a fee. Examples include:

General support for administrators and developers, including training and implementation advice, etc.

Conceptualization, modification, or troubleshooting of your custom application or configuration (e.g., database changes or form adaptations).

Conceptualization, consulting, implementation, and maintenance of individual interfaces, agents, scripts, and program functions.

Instruction and training in using specific parts of the program, interrelations, or software function behaviors that would typically be part of comprehensive training.

Guaranteed Response and Intervention Times; Support Contract

Clients Without Support Contract

Clients without a software support contract can still contact the Crea Solution team via email at supporto@creasolution.it, or by calling +39 051 734777 from Monday to Friday (9:00-13:00 and 14:00-18:00). The Crea Solution team will evaluate the assistance request, which will be handled by a technician for a fee.

The minimum billable will always be one (1) hour.

Clients With Active Support Contract

Support contracts are considered “per license”, and Crea Solution reserves the right to modify the rates in line with the ISTAT index increase.

If the client has signed and is paying for a software support contract, they will have preferential handling of their assistance requests compared to clients without a support contract. Contact methods will be through email at supporto@creasolution.it, or by calling +39 051 734777 from Monday to Friday (9:00-13:00 and 14:00-18:00).

Crea Solution guarantees the proper functioning of its software, committing to restore functionality in case of anomalies without additional charges. However, the software may have anomalies that lengthen resolution times, and Crea reserves the right to decide if such anomalies can be considered “blocking” or “non-blocking” for the company’s operational processes. Crea commits to ensuring that in case of a “blocking” error, the company can resume operations as quickly as possible.

If the client does not have an active contract or is in default of payments, the aforementioned clause is not valid.

Response times are from the receipt of a request by the client until the Crea Solution specialist technician responds and starts the problem-solving process.

Intervention times are the periods within which Crea Solution will start a comprehensive problem-solving process (e.g., an alternative method, a software patch/correction, or a specific implementation).

Only times within regular working hours, or extended hours if agreed upon, will be considered. All services will be handled and completed by a Crea Solution professional, who will be the main contact and responsible for checking the success or proper outcome of the process with the client’s reference

Types of Malfunctions:

• Critical Malfunction: A possible total blockage or inactivity of the application.
• Serious Malfunction: A sequence of processes is interrupted, or the application’s operation is irregular, only possible with limitations, or there is a potential data loss.
• Functional Fault: A situation where the execution of individual functions is hindered, but alternative solutions are possible; for example, functions that should operate automatically can still be executed/controlled manually.
• Minor Defect: A small malfunction with inconsequential consequences and no limitations on functionality, such as display errors in images.

The Client classifies the malfunction category when reporting the problem to Crea Solution. The problem report will then be analyzed by a Crea Solution contact person. If colleagues agree on the malfunction classification, the classification reported by the client will be applied if they can provide the corresponding documentation. The Client commits to providing all reasonable support in managing the malfunction, including appointing a contact person for assistance during the verification/execution of the malfunction. A remote access tool to the system must be made available, compatible with the available resources and current technological state.

Response Times:

• Critical Malfunction: Receipt of the problem report + 2 hours
• Serious Malfunction: Receipt of the problem report + 4 hours
• Functional Fault: Receipt of the problem report + 8 hours
• Minor Defect: Receipt of the problem report + 12 hours

Intervention Times:

• Critical Malfunction: Start of intervention + 8 hours
• Serious Malfunction: Start of intervention + 12 hours
• Functional Fault: Within the time necessary for a release for bug fixing
• Minor Defect: Within the time necessary for a release for bug fixing

Note on Times: Agreed times may not be guaranteed if it is found based on the problem report that the cause of the malfunction is outside the responsibility of Crea Solution (e.g., user permissions, etc.), or if it is due to third-party systems/programs (e.g., involvement of external servers). This also applies if the client’s contact person cannot be reached within a reasonable time.

Remote Desktop Sharing

In some cases, support will be provided via Crea Solution’s Remote Control Software. Crea Solution will provide a high-performance Internet connection for assistance purposes at no cost. The Client will be responsible for providing the required Internet connection at their premises. Only the normal costs for the Internet connection and any additional telecommunication costs will be incurred. Crea Solution will provide the Remote Control Software for free; installation support and training will be free for qualified users. The client’s remote desktop sharing tools can be used, and any additional work required by Crea Solution (maintenance times, installation, etc.) will be billed based on the work done. In case of failure of the client-specific tools, Crea Solution assumes no responsibility for any delays in response times.

VPN Connections

In certain circumstances, it will be necessary to establish a VPN connection between Crea Solution and the Client. Crea Solution has adequate tools available for this purpose. The client’s VPN tools can also be used; any additional work required by Crea Solution (maintenance times, installation, etc.) will be billed based on the work performed. Experience has shown that certain VPN solutions provided by clients that disable local network connections make online support services practically impossible.

Automatic Inclusions

New licenses, additional functions, individual adaptations or customizations in the service, or other variations purchased or requested at a later date, will automatically be subject to the conditions of this Service Agreement, starting from the following month. The inclusion and addition of the aforementioned licenses, functions, or variations increase the financial value of the Contract pro-rata both in relation to the license units and in relation to the program functions that have been added or modified. In any case, such variation will be added as an addendum to the existing Service Agreement. All other conditions will remain unchanged.

SERVICE LEVEL AGREEMENT SOFTWARE CLOUD CREA SOLUTION

The Client accepts the software “as is” at purchase (as seen and tested in the demo), and any additional modifications or developments will be billed as Software Projects.

Service Availability (Uptime)

Crea Solution guarantees 99.8% service availability at any time, excluding planned maintenance times and unforeseen interruptions. Planned maintenance, for maintaining cloud software resources, will be communicated to the Client via email at least 48 hours in advance.

Service Quality

The company commits to providing a reliable and error-free service, subject to regular quality checks and continuous improvements.

Service Security

The company employs rigorous security measures to protect Client data and ensure data privacy.

Service Changes

The company reserves the right to make changes to the Service at any time but commits to promptly communicate any significant changes to the Client.

License Composition Changes

Crea Solution reserves the right to modify, update, or revise the cloud software license conditions at its discretion, without notice to users. Changes may include adding new features, removing existing features, updating system requirements, and usage policies.

License Price Changes

Crea Solution reserves the right to change prices and license conditions for cloud software at its discretion, without notice to users. Changes may include subscription cost variations, usage rates, user number licenses, or other financial or contractual aspects.

License Payment and Cancellation

For Crea Solution’s Cloud Software licenses, users agree to a minimum one-year contract, automatically renewed for one-year periods unless cancelled according to contract terms.

Payment is through Direct Interbank Relationship (RID Bancario) for 100% of all licenses provided for one year. Users must provide necessary banking information for RID Bancario payment and authorize Crea Solution to collect payments according to contractual terms and agreed billing plan.

In case of payment or contract terms violation, Crea Solution reserves the right to suspend or terminate Cloud Software application access and take legal actions for payment recovery.

To cancel the contract and prevent automatic renewal, users must send written notice via registered mail or certified email (PEC) to Crea Solution at least 60 days before the current contract year expires.

SLA AND DISCLAIMER POLICY FOR SOFTWARE PROJECTS

Clients accept the software involved in the project “as is” at the time of purchase (as seen and tested during the demo), and any additional modifications or developments will be billed as Software Projects.

Customizations, developments, integrations, or any software-related activity requested by the client from Crea Solution are considered Software Projects. The cost of these projects often lies more in the services than in the product.

Analysis and Post-Analysis Report

To accurately estimate the total project cost, a paid analysis of the client company’s needs, protocols, and work processes is necessary. The business analysis incurs costs derived from the technician’s hourly rate plus travel expenses.

Crea Solution Services

Service rates (for ERP, PLM, ON DEMAND, E-COMMERCE, MTM, MTO, etc.) are per person, not per activity. The minimum billable will always be one hour. Crea Solution reserves the right to modify rates in line with ISTAT index increases.

Support Services for Crea Solution Projects

The annual support fee is mandatory from installation or acceptance and may follow a specific contract. Payment of the fee entitles effective software assistance. ERP software also includes periodic updates and improvements (standard programs only, not customized).

Ordinary Support

The ordinary support fee refers to operator support for pure software and its proper use. Data exchange costs between project software and other systems will be quantified in “work hours”. Crea Solution guarantees proper software functioning, committing to restore functionality in case of anomalies. Crea Solution is not responsible for any damages caused by possible defects, data inconsistency, or if the software is installed on pre-existing or non-Crea managed infrastructure.

Special Support

Special support involves dedicated support for import/export issues with other IT systems, agent software tailored to client needs, middleware for internal integrations, and data control. This type of support does not have subscription contracts, and the cost per hour will always be billed to the client.

DISPUTES

Dispute Resolution

Any disputes arising from this Service Level Agreement and Disclaimer Policy will be resolved through friendly negotiation between the parties. In case of failure to reach a resolution, all disputes will be settle