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1. Introduction

This Service Agreement ("Agreement") governs the provision of professional services, technical support, and maintenance by TR7 Ltd ("TR7") to the customer ("Customer"). This Agreement supplements the End User License Agreement (EULA) and any applicable Order Form. By engaging TR7 for services, the Customer agrees to be bound by the terms of this Agreement.

2. Scope of Services

TR7 provides the following categories of services, subject to the Customer's active support package:

Technical Support: Troubleshooting, configuration guidance, and issue resolution for TR7 software products via phone, email, and remote access.

Software Updates: Access to bug fixes, security patches, and minor version updates during the support term.

Professional Services: Implementation assistance, migration support, custom configuration, and training services, as specified in a separate Statement of Work (SOW).

Emergency Response: Priority incident response for critical production issues affecting service availability.

3. Support Packages

TR7 offers multiple support tiers, each with defined response times and service levels. The applicable tier is specified in the Customer's Order Form. Detailed response times, escalation procedures, and uptime commitments are set out in the Service Level Agreement (SLA), which forms part of this Agreement.

4. Customer Obligations

The Customer agrees to:

  • Designate a primary technical contact and an alternate contact for all support communications.
  • Provide TR7 with reasonable access to systems, logs, and configurations necessary to diagnose and resolve issues.
  • Maintain a supported version of the Software as specified in TR7's version support policy.
  • Notify TR7 promptly of any issues, errors, or security incidents affecting the Software.
  • Ensure that all Authorized Users are trained on the basic operation of the Software.
  • Maintain regular backups of configurations and data in accordance with industry best practices.

5. Fees and Payment

Service fees are specified in the applicable Order Form. Unless otherwise agreed in writing, all fees are invoiced annually in advance and are due within thirty (30) days of the invoice date. Late payments shall accrue interest at a rate of 1.5% per month or the maximum rate permitted by law, whichever is lower. All fees are exclusive of applicable taxes, which shall be borne by the Customer.

6. Confidentiality

Each party agrees to protect the other party's confidential information with at least the same degree of care it uses to protect its own confidential information. Confidential information includes, but is not limited to, system configurations, network topologies, security policies, and any proprietary information exchanged during the provision of services. This obligation survives termination of this Agreement for a period of three (3) years.

7. Data Protection

In the course of providing services, TR7 may access or process personal data on behalf of the Customer. Such processing shall be governed by a separate Data Processing Agreement (DPA) in compliance with the UK General Data Protection Regulation (UK GDPR) and, where applicable, the EU GDPR. TR7 shall implement appropriate technical and organisational measures to protect personal data against unauthorised access, loss, or disclosure.

8. Limitation of Liability

TR7's liability under this Agreement shall be limited as set out in the End User License Agreement (EULA). In no event shall TR7 be liable for any loss of data, business interruption, or consequential damages arising from the provision of services, except to the extent caused by TR7's gross negligence or wilful misconduct. Nothing in this Agreement shall limit liability for death or personal injury caused by negligence.

9. Term and Termination

This Agreement is effective for the support term specified in the Order Form and shall automatically renew for successive one-year periods unless either party provides at least sixty (60) days' written notice of non-renewal prior to the end of the current term. Either party may terminate this Agreement immediately upon written notice if the other party materially breaches this Agreement and fails to cure such breach within thirty (30) days of receiving notice.

Upon termination, TR7 shall have no further obligation to provide services, and the Customer shall pay all fees accrued through the date of termination.

10. Governing Law

This Agreement shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Contact

For service-related inquiries:

TR7 Ltd
EAGLE TOWER, Montpellier Drive, Office Suite 120
Cheltenham GL50 1TA, United Kingdom
Email: support@tr7.com