Services and Support Policy of Prodactive Solutions VCC 

1. General Provisions

1.1. This present document (hereinafter referred to as Policy and this Policy) constitutes an integral part of General Terms and Conditions of Prodactive Solutions VCC (hereinafter the Terms).

​1.2. This Policy, in its integrity, together with the Terms and other Prodactive Solutions VCC Policies is applicable to the relations between Customer and Prodactive Solutions VCC upon the moment of execution of Individual contract, as defined in Part I of the Terms.

1.3. This Policy sets forth the mandatory rules that apply to the additional services Prodactive Solutions VCC provides in regard to Prodactive Product(s).

1.4. This policy is intended to help you understand:

1.4.1. What services are included in the Customer’s Installation and Implementation package

​1.4.2. What services are included in the Customer’s  monthly subscription fee:

• What is Prodactive Service Availability

• What are Prodactive Solutions VCC general Support Services and Support Reaction times

• How Prodactive Solutions VCC perform service maintenance and when Customer could expect those to happen

• How Prodactive Solutions VCC treats updates of Prodactive Products

• What is excluded from Prodactive Solutions VCC Support services

1.4.3. What additional services Customer could request:

• Consultancy

• Training

• Custom reports

• Integration with 3rd party software

1.4.4. What is the procedure for requesting additional services over those that are already included in your order

1.4.5. What is the payment procedure for additionally requested services

2. Services included in the Installation and Implementation package

2.1. Customer instance set up

Prodactive Solutions VCC team creates a cloud based virtual private space for each Customer and installs a designated instance of Prodactive Product(s) on it. For more detailed diagram of the AWS architecture, please contact your Prodactive Customer Success Manager.  

2.2. Implementation Meetings

The main  purpose of the implementation meetings is for Prodactive Solutions VCC team to understand the specifics of Customer’s business and directly start adding together with Customer’s representatives the first users, projects, milestone templates and tasks. Prior to each meeting Prodactive Solutions VCC team will send the Customer detailed agenda based on which both parties, will decide together, Customer representatives from which roles will be most suitable to attend. The specific number of meetings and duration of each meeting is defined in the Individual contract. Customer may request additional meetings, not included in the Individual contract as per the procedure described as part of this Policy.  

​2.3. Training sessions

The main purpose of the training sessions is for Customer’s representatives to be trained from Prodactive Solutions VCC team on the basic principles of usage of Prodactive Product(s). The specific number of training sessions, duration of each session and number of recommended attendees from Customer’s side are defined in the Individual contract. Customer may request additional training sessions, not included in  the Individual contract as per the procedure described as part of this Policy. 

3. Services included in Customer’s monthly subscription fee

3.1. Service Availability

By Service Availability this Policy shall mean the availability of Prodactive Product(s) to the Customer for the purposes for which Customer had been licensed to use Prodactive Product(s). 

​3.1.1. Prodactive Solutions VCC goal shall be to provide Service Availability twenty-four hours per day, seven (7) days per week (referred to as “24×7 Availability”) except during times of Service Maintenance as set forth in Section 11 herein below. However, the Parties recognize that 24×7 Availability is only a GOAL, and Prodactive cannot represent or guarantee that such a goal can be achieved. 

3.1.2. Prodactive Solutions VCC shall use reasonable efforts to achieve the target Service Availability оbjective of 98.8% network uptime except during scheduled Service Maintenance. 

3.2. Support services

3.2.1. Prodactive Solutions VCC shall provide 24/7 helpdesk, located within the system of the relevant Prodactive Product, for contacting in case of emergency and notifications of changes to the services provided, planned Service Maintenance or other incidents that will have an effect on the services provided.

​3.2.2. The following support reaction times shall apply:

3.2.2.1. For High Priority Incidents (Prodactive Product (s) down (meaning – not functional at all)  or major operational problems (meaning – Prodactive Product (s) functionality is decreased down to a level, whereby Prodactive Product (s) cannot be used according to the Product description):

• the response time will be 60 minutes

• diagnose time will be 3 hours and 

• work around time or fix will be 8 hours.

​3.2.2.2. For Low Priority (minor operational problems) Incidents:

• the response time will be 24 hours

• diagnose time will be 48 hours and 

• the work around time or fix will be 5 working days. 

3.2.3. High Priority Incidents shall be subject to unlimited support services and support reaction, for the entire Subscription Term.  

3.3. Service Maintenance

Maintenance windows will be communicated no later than 5 working days prior to the maintenance in question. In case there is a necessity of urgent Service Maintenance, Prodactive Solutions VCC shall notify the Customer for the exact commencement and the duration of the Service Maintenance not later than one hour before the beginning of the respective maintenance. 

3.4. Updates 

The Customer is eligible to receive Major Updates (i.e., major revisions or new versions) to the Prodactive Product(s) during the Subscription term, as stipulated within the Order Form. If for any reason, the Subscription term is terminated and later on renewed after more than one month after the date of the termination, the Customer is entitled to receive update at additional cost.

3.5. Exclusions and Limitations on Support of the Prodactive Product(s)

3.5.1. Support is not available or provided hereunder for or related to:

3.5.1.1. Machine error;

3.5.1.2. Customer’s failure to follow operating instructions; Customer’s use of the Prodactive Product(s) that is not in accordance with the Documentation;

3.5.1.3. Customer’s negligence or improper use of the Prodactive Product(s) ;

3.5.1.4. Modifications to the Prodactive Product(s) (including modifications to the original database schema) by any person or entity other than Prodactive Solutions VCC;

3.5.1.5. Any data or software products other than the Prodactive Product(s) , including, but not limited to, application programs, databases, files, source codes, object codes or proprietary data, or any configuration, installation or reinstallation of any third party products or data. The Customer is responsible for backing up copies of all Customer data and third party products prior to seeking support from Prodactive Solutions VCC;

3.5.1.6. Any installation, deployment, or use of the Prodactive Product(s) : (i) for any purpose(s) which Prodactive determines in its sole discretion is/are unlawful, immoral, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable, or in violation of any Party’s privacy or intellectual property rights; (ii) in any situation where failure or fault of the Prodactive Product(s)  could lead to death or serious bodily injury of any person, or to physical or environmental damage.

3.5.2. If it is determined by Prodactive Solutions VCC in its sole discretion that the Customer has received support from Prodactive Solutions VCC for which the Customer was not eligible or to which the above exclusions and limitations apply, Prodactive Solutions VCC may assess and the Customer agrees to pay reasonable and appropriate fees for such support.

4. Additional Services

4.1. Consultancy

Prodactive Solutions VCC may provide additional consulting services to the Customer in relation to the usage of Prodactive Product(s) as well as general consulting  related to better organization of business processes in the Customer’s company. 

4.1.1. The consulting services might be provided on designated meetings or through phone calls and might or might not include development of written recommendations or other types of documents.

​4.2. Training

Upon Customer’s request, Prodactive Solutions VCC may provide additional training services to the Customer in relation to the usage of Prodactive Product(s).

​​4.3. Integration with 3rd party software

Customer might request integration of Prodactive Product(s) with a specific third party software.

4.3.1. Such integration might require from Prodactive Solutions VCC to provide additional services for:

4.3.1.1. Project management

4.3.1.2. Development of specifications

4.3.1.3. Design of additional interfaces

4.3.1.4. Software development of custom source code

4.3.1.5. Testing and verification of the custom source code

4.3.2. This policy covers only the services that Prodactive Solutions VCC could provide in relation to the integration of Prodactive Product(s) with third party software. This policy does not cover:

4.3.2.1. Modifications of any kind of the source code of the third-party software

4.3.2.2. Any costs related to the licensing, support or hosting of the third-party software

4.3.3. Prodactive Solutions VCC reserves the right to reject, according to its own discretion,  any request for integration with third party software. Such rejection could not be used for a reason for termination of the Individual contract between the parties.

4.3.4. Prodactive Solutions VCC cannot be held liable for any damages/lost profits  that may occur as a result of the 3rd party software integration, in the event that such damages/lost profits are caused by third party software provider claims,  data loss, or other circumstances that cannot be directly related to the behaviour of Prodactive Solutions VCC and its representatives and employees. 

​4.4. Procedure for requesting additional services 

4.4.1. The Customer might request any of the additional services listed in this policy at any  time after the execution of the Individual contract.

4.4.2. The request should be sent by email to Prodactive Solutions VCC email listed in the Individual  contract.

4.4.3. Each request should describe clearly:

4.4.3.1. What service is requested

4.4.3.2. If there is any fixed deadline by which the service should be delivered

4.4.3.3. If there are any additional circumstances that might affect the delivery of the services

4.4.3.4. The names, job position and the email addresses of the Customer representatives that will be responsible for the successful execution of the services from Prodactive Solutions VCC (if different than the ones listed in the Individual contract).

4.4.3.5. Any other information that might be useful for the successful execution of the services.

4.4.4. Prodactive Solutions VCC will review the request and reply with either request for additional clarifications (if needed) or with indicative budget and timeline for the execution of the requested services.

4.4.5. The parties verify the agreement in relation to the additional services with the signature of Annex to the Individual contract.

4.5. Prices for additional services

4.5.1. Additional services – all other additional services are billed on a “per hour” basis. The specific prices are described in the Individual contract.

4.5.2. All costs related to travel and accommodation expenses, as well as daily allowance of Prodactive Solutions VCC team (the Costs) will be communicated to Customer prior to commencing each of services, described above in this Policy and Parties shall reach an agreement thereof based on Customer’s expressed approval of the Costs.

4.5.3. Customer is obliged to reimburse Prodactive Solutions VCC for the approved Costs within 30 (thirty) calendar days as of being invoiced. 

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The present version of this Services and Support Policy was adopted by Prodactive Solutions VCC on June 9th 2026.