Last updated: 6 October 2025

This support policy (“Support Policy”) sets out the terms of support Macrobond will provide Customer in connection with Customer’s subscription to generally available versions of the Products (licensed under a valid Order Form) as long as Customer maintains a current subscription to the Products.

This Support Policy is part of and subject to the terms of the Macrobond Master Subscription License Agreement or other agreement with Macrobond governing Customers use of the Products (collectively, “Agreement)”. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

“Software” or “Macrobond Software” means the software application(s) made available to Customer under the Agreement and identified in an applicable Order Form.

“Support” means the services described in this Support Policy and does not include one-time services or other services not specified in this Support Policy, such as training, consulting, or custom development.

1.Scope of Support

The following types of support are covered by this Support Policy:

  • Manned telephone support
  • Monitored e-mail support
  • System availability

2.Support Availability

Telephone Support Email/Web Support System Availability
24hr CET
Monday to Friday		 24hr CET *
Monday to Friday		 24 x 7
(with 99.5% expected uptime)

*E-mails received outside of office hours will be collected but no action guaranteed until the next working day.

3.Support Requests

3.1. For Macrobond to provide Customer with any Support service the Customer should utilise one of the methods described on our support contact page (https://redir.macrobond.com/go/support). Only Customers that are authorized to access and use the Products or have administrative rights to the Products can submit a support ticket and work directly with Macrobond.

3.2. Customer shall provide to Macrobond the following when logging the support ticket: reasonable detail of the nature of and circumstances surrounding the error and the Software’s failure to perform with the specifications set forth in the Documentation.

3.3. Customers who do not have a current Product license subscription are not entitled to any Support services and will need to contact a Macrobond sales representative.

4.Support Terms and Limitations

4.1. Support shall only be available in English and provided for those versions of the Software that are currently supported by Macrobond.

4.2. Support is provided by Macrobond on a break-fix basis only using commercially reasonable efforts to resolve or restore the operation of the Software to its normal function where the Customer experiences a technical problem with the Software. Macrobond does not proactively monitor Customer’s systems for technical issues, nor does it provide any guarantee to resolve a Support request within a specific or fixed time. Support for other issues including, without limitation, architecture design, performance tuning, Customer environment, feature requests, and data migrations may be, at Macrobond’s discretion and subject to additional fees.

4.3.  Macrobond has no obligation to provide any Support to Customer:

  • for any service, software, hardware, or infrastructure (including APIs and data formats not included in the Software) that has not been provided by Macrobond to Customer as part of the Products;
  • if Customer or a third party has in any way altered, modified, or damaged the Software, its dependencies, or any portion thereof;
  • if Customer cannot provide stable internet connection allowing Software to communicate with Macrobond’s datacentres;
  • if Customer has not used the Software in accordance with the Documentation or instructions provided by Macrobond;
  • if Customer is not running a supported version of the Software as listed under Section 5;
  • if Customer has failed to deploy the Software in accordance with Macrobond’s minimum software and hardware requirements as set forth here: https://redir.macrobond.com/go/installationRequirements; or
  • where any failure to provide any Support or any unavailability of the Software is caused by (i) factors outside of Macrobond’s reasonable control, including any natural disaster, epidemic, war, acts of terrorism, riots, government action, or any other force majeure event; (ii) any service, software, hardware, or infrastructure not provided by Macrobond, or (iii) any actions or inactions from Customer or any third party, including Customer’s breach of the Agreement.

4.4. Notwithstanding Section 3.2, if and to the extent Customer provides any personal data to Macrobond for processing in connection with any Support, Customer will execute and return to Macrobond at privacy@macrobond.com the Macrobond Customer Data Processing Addendum (the “DPA”) the terms of the DPA shall be incorporated into the Agreement.

4.5   Macrobond shall use commercially reasonable efforts to connect the Customer systems to the Products. The Customer shall ensure that the Customer systems comply with any minimum hardware configuration and software requirements set out in the Documentation or otherwise specified by Macrobond for the purpose of establishing connectivity between the Customer systems and the Products.

5.Macrobond Software Version Availability and End of Life

5.1 Software versions are supported until the end of the second year after the version is released as stated here: https://redir.macrobond.com/go/productVersions.

5.2 Customer shall receive updates and upgrades made generally available by Macrobond and is required to upgrade to the most current supported version of the Software at least annually.