This Enterprise Support Agreement defines the terms under which Casava Tech provides enterprise-level support, maintenance, and advisory services for its products, outlining service scope, licensing, responsibilities, and legal obligations between Casava Tech and the Customer.
1. Scope of Enterprise Support
All support tickets, service requests, and incident reports must be submitted through Casava Tech’s designated support channels. The scope, nature, and service levels of support provided shall be strictly limited to those set forth in this Agreement along with the executed Enterprise Order Form.
2. Billing and Orders
All fees and charges payable under this Agreement shall be invoiced directly to the Customer. The specific commercial and operational details governing the Customer’s subscription and use of the Services shall be executed by the Parties and shall form an integral part of this Agreement.
3. Warranties
Casava Tech shall provide bug-fix support and other Support Services strictly in accordance with the terms of this Agreement. Any third-party software, including open-source elements integrated into our enterprise solutions, comes with its respective licensing and warranty constraints.
4. Confidential Information
"Confidential Information" means all information disclosed by one party to the other, whether oral, written, or electronic, that is designated as confidential. Confidential Information excludes information that is publicly known, lawfully known to the Receiving Party prior to disclosure, or independently developed.
5. Customer Indemnification
Customer shall indemnify, defend, and hold harmless Casava Tech and its employees from any claims, damages, or liabilities arising from unauthorized access using Customer credentials, breach of this Agreement, or gross negligence by Customer or its affiliates.
6. Agreement Modifications and Termination
Casava Tech may amend this Agreement from time to time by posting the revised version. Customer may terminate this Agreement upon thirty (30) days’ written notice of a material breach by Casava Tech, or immediately for insolvency.