Support Agreement

Version 2.0 – Effective October 2026

This Support Agreement replaces Section 2 of the Master Services Agreement between Sapiens and the Customer in its entirety. In the event of any conflict or inconsistency between this Support Agreement and Section 2 of the Master Services Agreement, this Support Agreement controls.

1. Purpose and Scope

This Support Agreement governs the support services provided by SapiensIT Consulting GmbH (“Sapiens”) for products offered under the SharePoint|sapiens brand.

It distinguishes between:

  • Basic Support – support services provided at no additional charge as part of a valid product license;
  • Premium Support / Professional Services – additional consulting, configuration, administration, and other assistance provided for an additional fee.

This Support Agreement supplements the applicable license, contractual, and terms-of-use provisions of Sapiens.

2. Eligibility for Basic Support

Customers with a valid and active license are entitled to Basic Support in accordance with this Support Agreement.

Basic Support applies exclusively to the intended operation of SharePoint|sapiens products.

Basic Support is not general IT, SharePoint, or Microsoft 365 consulting and does not include ongoing administration or management of the customer environment.

3. Supported Product Version

As a general rule, Basic Support is provided only for the most recently released version of a product published by Sapiens.

When a new product version is released, the immediately preceding version remains eligible for Basic Support for a transition period of 30 calendar days from the release date of the new version.

After this 30-day transition period, Basic Support is provided only for the current product version. Sapiens may therefore require the customer to update to the current released version before further investigating a support request.

In particular, Sapiens is not required to:

  • investigate or correct defects in older, unsupported product versions;
  • backport bug fixes to older versions;
  • develop workarounds specifically for older versions;
  • ensure compatibility of older versions with changes to Microsoft 365.

Support for older versions may be offered as a paid service on a case-by-case basis. There is no entitlement to such support.

4. Support Channel

Support requests must be submitted by email to support@sharepointsapiens.com.

Only requests received through this channel are considered support requests under this Agreement.

Requests sent to individual employees, personal email addresses, Microsoft Teams, by telephone, or through other communication channels do not create an entitlement to support handling.

During a support case, Sapiens may suggest other communication methods, including online meetings or remote sessions.

5. Support Hours

Basic Support is provided only on business days in Austria during Sapiens regular support hours:

  • Monday through Thursday: 9:00 a.m. to 5:00 p.m.
  • Friday: 9:00 a.m. to 1:00 p.m.

All times are local time in Austria. Saturdays, Sundays, and public holidays in Austria are not support days.

Support outside these hours requires a separate agreement.

6. Scope of Basic Support

Basic Support is intended to identify and resolve defects in SharePoint|sapiens products.

It includes, in particular:

  • receiving and performing an initial technical assessment of a support request;
  • determining whether reported behavior is caused by a defect in a SharePoint|sapiens product;
  • investigating reproducible or technically traceable product defects;
  • explaining intended or documented product behavior;
  • providing references to existing documentation, known solutions, or workarounds;
  • providing a workaround, configuration instruction, or bug fix where Sapiens considers such action appropriate.

The initial technical assessment is part of Basic Support even if it determines that no product defect exists.

If Sapiens determines that the product is operating as intended or that the cause is outside the SharePoint|sapiens product, the Basic Support service for that request is generally considered fulfilled.

Based on its technical analysis, Sapiens determines whether reported behavior is classified as a product defect, configuration issue, user or operating issue, customer-environment issue, third-party product issue, or consulting/customization requirement.

This assessment determines whether the work falls within Basic Support or a paid service.

7. Services Not Included in Basic Support

Basic Support does not include, in particular:

  • general consulting regarding Microsoft 365, SharePoint, Teams, Entra ID, Azure, Microsoft Graph, or Power Platform;
  • planning, setup, or administration of the customer’s Microsoft 365 or SharePoint environment;
  • setting up or changing permissions;
  • assistance with general setup or customer-specific configuration of a SharePoint|sapiens product;
  • resolution of issues in Microsoft products, third-party products, or the customer’s infrastructure;
  • additional root-cause analysis within the customer environment after no product defect has been identified;
  • customization of SharePoint lists, forms, views, pages, or navigation;
  • creation or modification of Power Automate flows, Power Apps, scripts, web parts, or interfaces;
  • migrations, data corrections, or data recovery;
  • training, workshops, or implementation consulting;
  • ongoing administration, monitoring, or maintenance services;
  • customer-specific documentation;
  • product modifications, feature requests, or customer-specific development.

An issue does not fall within Basic Support solely because a SharePoint|sapiens product is involved in the relevant business process. The determining factor is whether, in Sapiens’ assessment, the cause lies within the SharePoint|sapiens product.

If further assistance is not covered by Basic Support, Sapiens may stop the no-charge work and offer Premium Support or Professional Services.

Paid services are performed only after the customer places an appropriate order or otherwise approves the paid work.

8. Customer Cooperation and Technical Team

A prerequisite for support services is that the customer has a sufficiently qualified internal or external technical team.

This team must have the necessary knowledge of and permissions for the customer’s Microsoft 365 and SharePoint environment and must be able to:

  • provide technical information;
  • review configurations and permissions;
  • perform requested tests;
  • provide error messages, screenshots, and logs;
  • understand instructions from the Sapiens support team;
  • independently implement required changes in the customer environment;
  • report test results in a clear and traceable manner.

An end user or business contact without sufficient technical knowledge and permissions generally does not satisfy this requirement.

Sapiens is not required to compensate for missing customer knowledge, resources, or permissions as part of Basic Support.

The customer remains responsible for its environment, data, permissions, and internal security, privacy, and approval processes.

If a support case cannot reasonably continue because the customer lacks cooperation, knowledge, permissions, or required information, Sapiens may suspend or close the case.

9. Requirements for Support Requests

A support request must be described in sufficient detail to allow a technical assessment.

Where applicable, it should include:

  • the affected product;
  • a description of the issue;
  • the expected behavior;
  • the behavior actually observed;
  • steps to reproduce the issue;
  • relevant screenshots and error messages;
  • the time the issue occurred;
  • relevant technical changes made before the issue occurred;
  • analysis or remediation attempts already performed.

Sapiens may request additional information or tests. Processing may be suspended while required information or test results are outstanding.

If the customer does not provide a required response after being asked to do so, Sapiens may close the support case.

10. Reproducibility

A reported issue must either be reproducible or be sufficiently traceable from the technical information provided.

Intermittent issues may also be investigated if sufficient technical information is available.

If an issue cannot be reproduced or reasonably traced, Sapiens is not required to continue Basic Support analysis indefinitely.

The fact that an issue occurs only in the customer environment does not, by itself, establish that a product defect exists.

11. Assessment of Product Defects

Sapiens performs the technical assessment of whether a SharePoint|sapiens product is operating correctly or whether a product defect exists.

Relevant factors include, in particular:

  • the technical specification;
  • product documentation;
  • intended product behavior;
  • supported system requirements;
  • results of the technical analysis.

As a general rule, a product defect exists when a supported product version, in a supported environment, materially deviates from its intended or documented operation and the cause can be attributed to the SharePoint|sapiens product.

Behavior is not a product defect solely because it differs from the customer’s expectations, a desired feature is not available, or a customer-specific configuration does not produce the desired result.

If a product defect is identified, Sapiens determines the appropriate form of remediation, which may include a workaround, bug fix, or product update.

Unless expressly agreed otherwise, there is no entitlement to a specific technical solution or to remediation within a specific period of time.

12. Microsoft 365 and Third Parties

SharePoint|sapiens products depend on platforms and services that are not controlled by Sapiens.

These include, in particular, Microsoft 365, SharePoint Online, Microsoft Teams, Exchange Online, Entra ID, Microsoft Graph, Power Platform, web browsers, and other third-party components.

Changes to these platforms may affect the behavior of a SharePoint|sapiens product. A change caused by Microsoft or another third party does not automatically constitute a defect in the SharePoint|sapiens product.

After becoming aware of such a change, Sapiens determines whether changes to the current product are necessary and technically appropriate, as well as their priority and timing.

Basic Support does not require Sapiens to correct failures or disruptions in Microsoft or third-party systems or to manage support cases with those vendors on the customer’s behalf.

13. Prioritization

Sapiens assesses and prioritizes support requests based on its own professional and technical judgment.

Factors may include, in particular:

  • technical impact;
  • number of affected users;
  • importance of the affected function;
  • availability of a workaround;
  • reproducibility;
  • impact on other customers;
  • security or data-integrity considerations.

The customer may communicate the perceived business urgency of an issue. This assessment is not binding on Sapiens.

Sapiens determines the final priority and order of handling.

14. Response and Resolution Times

Sapiens will use reasonable efforts to process support requests in a timely manner.

For Basic Support, Sapiens currently targets an initial response within up to two business days in Austria. This is a target and not a guaranteed service-level commitment.

An initial response does not mean that the issue will already have been analyzed or resolved within that time.

Basic Support includes no guaranteed response, processing, resolution, recovery, or escalation times unless expressly agreed otherwise.

Basic Support does not include 24/7 on-call coverage.

15. Online Meetings and Remote Support

Sapiens may suggest an online meeting or remote session when it considers this useful for handling a support request.

Basic Support does not create an entitlement to such a session.

Under Basic Support, these sessions are generally used for analysis and to explain necessary steps. Changes in the customer environment are generally performed by the customer’s technical team.

If Sapiens is asked to change settings, perform configuration work, or carry out administrative activities in the customer environment, such work generally constitutes Premium Support or Professional Services.

16. Premium Support and Professional Services

For services outside the scope of Basic Support, Sapiens may offer paid Premium Support or Professional Services.

Examples include:

  • installation and initial setup;
  • customer-specific configuration;
  • remote assistance;
  • Microsoft 365, SharePoint, or Teams consulting;
  • permission and access concepts;
  • analysis of complex customer environments;
  • migrations;
  • Power Automate configuration;
  • integrations;
  • workshops and training;
  • implementation consulting;
  • assistance with Microsoft or third-party support cases.

Paid services are performed only after the customer places an appropriate order or otherwise approves the paid work.

Prepaid Hour Packages

Premium Support and Professional Services may be offered in the form of prepaid hour packages.

Hour packages are invoiced and paid in advance. Performance of the applicable services generally requires a sufficient available hour balance.

Unused hours may be used for 12 months from the invoice date. Any remaining balance expires without compensation after that period unless otherwise expressly agreed in writing.

Unused hours are non-refundable and may not be redeemed for cash unless otherwise expressly agreed.

Billing Increments

The minimum billing increment for Premium Support and Professional Services is 0.5 hours.

Partial billing increments may be rounded up to the next full 0.5-hour increment.

Billable time may include, in particular:

  • technical analysis;
  • consulting;
  • remote support;
  • configuration;
  • testing;
  • research;
  • technical documentation;
  • meeting preparation;
  • meeting follow-up;
  • other activities directly related to the commissioned service.

Meeting Preparation and Follow-Up

A minimum of 0.5 hours per appointment will be charged for the necessary preparation and follow-up of scheduled consulting sessions, workshops, online meetings, or comparable appointments.

If the actual preparation and follow-up effort exceeds 0.5 hours, the actual time spent will be charged.

Time spent conducting the appointment itself is billed separately based on the actual time spent and the applicable billing increments.

Prices, hour-package sizes, and any different billing terms are governed by the applicable quote or agreement.

17. Product Development and Feature Requests

Neither Basic Support nor Premium Support creates an entitlement to changes to the standard product or its general product code.

New features, extensions to existing features, customer-specific changes, new interfaces, or comparable development work generally require a separate agreement.

Support hours or support credits may be used for development work only if this has been expressly agreed.

Sapiens may consider feature requests as part of product planning. Acceptance or discussion of a feature request does not create an entitlement to implementation, inclusion in the product roadmap, or a specific delivery date.

Decisions regarding the product roadmap, technical implementation, priority, and release timing remain with Sapiens.

18. Closing a Support Case

Sapiens may close a support case, in particular, if:

  • the issue has been resolved;
  • an appropriate workaround or instruction has been provided;
  • the product is operating as intended;
  • no product defect has been identified;
  • the cause is outside the SharePoint|sapiens product;
  • further work is not covered by Basic Support;
  • required information or customer cooperation is missing;
  • the issue cannot be sufficiently traced;
  • further work depends on Microsoft or another third party and Sapiens currently has no further action available.

If new technical information later becomes available or the issue occurs again, the customer may submit a new support request.

19. Validity and Individual Agreements

This Support Agreement applies in the version published by Sapiens from time to time.

Sapiens may amend it, in particular, due to technical, organizational, product-related, or legal changes.

If separate agreements regarding support, service levels, Premium Support, or Professional Services exist, those individual agreements prevail to the extent they expressly provide different terms.

This Support Agreement governs only the scope and organization of support services.

Licensing, prices, payment terms, warranties, liability, privacy, contract term, termination, governing law, and venue are governed by the applicable contractual terms and conditions.

SapiensIT Consulting GmbH
SharePoint|sapiens
support@sharepointsapiens.com
www.sharepointsapiens.com