Basic Technical Support (BTS) is defined by

• explanation of product features and general application support
• answers to the questions about: installation, activation, usage, etc.
• simple issues included in user manual and/or FAQ, workarounds for known bugs, recommendations on the scanning

ABBYY will provide support, maintenance and consultation services for a limited number of support cases. This includes complex cases, code reviews (up to 8 hours maximum during a term), software design architecture support (up to 8 hours maximum during a term) and review of sample images and make recommendations for best possible recognition results.

ABBYY Professional Services provides resources that are dedicated to helping a developer/user to deliver deliver/implement customized solutions. Professional Services fee will be billed at a per man day rate, which excludes any task or project that is scheduled to take longer than 15 business days. For any project that would be scheduled to take longer than 15 business days, a project fee will be assessed. Such Projects will require an agreed upon Statement of works and fee schedule and will be handled on a case by case basis.

ABBYY makes periodic updates to its Products and Runtime Licences to correct errors, make enhancements, or improve performance. A software update is defined as a minor release to the current version (e.g. 9.0 vs. 9.1) of the product that results in a patch, bug fix, updated documentation, or improved performance. The definition of a minor release does not include feature enhancements to the product itself. ABBYY makes no guarantee to when and what patches, bug fixes or other updates are released. As an ABBYY customer you are entitled to any and all updates to the version of ABBYY Products and Runtime-Licences you may have purchased.

A software upgrade is defined as a major change to ABBYY Products (which also will be reflected in the associated Runtime-Licences) that substantially enhances the functionality of the product and/or results in a change to the version number of the product (e.g. ABBYY FineReader Engine 9.0 to 10.0). You are required to purchase individual upgrades in order to upgrade to a newer version of the ABBYY Product or Runtime-Licences. Optional software maintenance contract coverage is offered separately for Products and Runtime-Licences, which allows you to upgrade to any new version released during the coverage period without paying an additional upgrade fee. Upgrading Runtime-Licenses under the terms of the maintenance agreement will always only cover already licensed functionality.

The ABBYY Maintenance Agreement includes Basic Technical Support, Software Updates and Software Upgrades.

1. The Term is 12 month starting the date of invoicing
2. Annual cost for one term is 20% of purchase price (including Add-ons)
3. Maintenance will be renewed for a period of 12 month without any further declaration if,
   • the Licensee does not cancel Maintenance within 45 days before maintenance period terminates.
   • Cancellation must be declared in written form.
4. If during term a license will be upgraded (Add-on Module or PageCount), the maintenance cost will be calculated and processed as subsequent:
   • calculation and invoicing of maintenance for license including new attributes according to
   • issuing of a credit note based on the residual term of the original license
5. ABBYY will provide these services to Licensee’s specialists based on time zone GMT +1:00 hour between (8:30-12:30 14:00-17:00) via telephone or e-mail. Support will be available in English and German language
6. ABBYY agrees to make every effort to remedy any Error reported to it if such Errors are the responsibility of ABBYY.
7. If a corrected versions of ABBYY Software are needed to correct the Error then that version shall be delivered electronically (via FTP).
8. Any supplemental software code provided to Licensee as part of ABBYY support efforts shall be considered part of ABBYY Software and will be subject of the terms and conditions of the License Agreement.