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    Service Level Agreement and Disclaimer Policy (Crea Solution)

    This Service Level Agreement (SLA) and Disclaimer Policy set out the quality, reliability and security standards for products and services provided by Crea Solution to the customer. This document forms an integral part of the contract between Crea Solution and the customer who has purchased the services. Any additional or different terms and conditions not contained in the offer and in this SLA are not binding on Crea Solution unless accepted in writing.

    Crea Solution undertakes to perform services with care, professionalism and according to the contractual documents. Unless otherwise agreed, execution and delivery deadlines are indicative and not essential; the customer agrees to accept services and products even if delivered late.

    Travel Costs

    All travel expenses incurred by Crea Solution staff to visit the customer’s premises or other locations indicated by the customer are always and exclusively borne by the customer.

    Responsibility

    The customer agrees to use software and hardware in accordance with the instructions provided during training. Crea Solution accepts no liability for damage resulting from the use or misuse of hardware, software or any supplied product. Crea Solution is not responsible for damage caused by installation, maintenance or other software or hardware activities performed by unauthorised technicians. Crea Solution is not liable for lost profits, business interruption, loss of business or commercial opportunities.

    The customer accepts the software “as is” at purchase (as seen and tested in the demo). Any changes, developments, customisations or integrations requested by the customer are billed as software projects. Software installation assistance is available at an additional cost. On request and for a fee, Crea Solution can perform intensive tests on the customer’s PCs to check compatibility with the programs; the PCs must meet the minimum requirements specified on the site.

    New Customers: Welcome Letter and Registration

    Upon signing and sending the purchase contract, the customer must complete the online form with company and personal data (https://www.creasolution.it/benvenuto-in-crea). After completion, a welcome letter with useful contacts and important information will be provided.

    Warranty

    Software systems are not covered by any warranty; major releases, minor releases and bug fixing are covered by an optional software evolution contract.

    Ordinary and Extraordinary Support Services

    Ordinary support covers assistance to the operator for the software and its correct use. If the term “Support” is mentioned in offers or orders, it refers to ordinary support unless otherwise specified. Any data exchange between the Crea Solution software and other systems (ERP, CRM, e-commerce, business intelligence, etc.), as well as analysis, development and all Crea Solution services, is considered extraordinary support; costs are calculated based on hours worked and billed to the customer. The support team will determine whether a request falls under ordinary or extraordinary support.

    Software Support

    The customer can contact Crea Solution’s support by phone or in writing (email or via the contact form at https://www.creasolution.it/contatti-assistenza) to describe problems encountered during normal use of the applications covered by the contract.

    Response and Resolution Times – Support contract:

    Response time is the time taken by Crea Solution to acknowledge a service request. Resolution time is the time taken to resolve the problem.

    Customer Without Support Contract

    Customers without a software support contract can still contact Crea Solution by email at support@creasolution.it or by calling +39 051 734777 from Monday to Friday (9:00–13:00 and 14:00–18:00). The request will be evaluated, and once payment is made, it will be handled by a technician. The minimum billable time is one hour.

    Customer With Active Support Contract

    Support contracts are based on licences. Crea Solution may adjust rates according to ISTAT index increases. Customers with an active support contract receive priority handling over those without a contract. They can contact Crea Solution via support@creasolution.it or +39 051 734777 (Monday–Friday, 9:00–13:00 and 14:00–18:00).

    Support contracts require a minimum term of three years, after which they renew annually by default. Cancellation must be sent by registered mail or PEC 90 days before the natural expiry (3 years, then yearly). The software evolution contract entitles the customer to major and minor software versions released by Crea Solution (excluding system software such as operating systems or database licences) for the period and licences covered.

    Software may present anomalies that require lengthy resolution. Crea Solution will decide whether such anomalies are “blocking” or non-blocking for the company’s processes. Crea Solution commits to getting the company back up and running as quickly as possible in case of a blocking error.

    Escalation Procedure

    Response time is measured from receipt of the request until a Crea Solution specialist contacts the customer and starts the resolution process. Intervention time is the time within which Crea Solution starts an exhaustive resolution process (alternative method, patch or specific implementation). Only working hours are counted (Monday–Friday, holidays excluded, 9:00–13:00 and 14:00–18:00) unless otherwise agreed. All services are handled by a Crea Solution professional who is the main contact and responsible for success with the customer’s designated contact. The service is complete only at that point.

    Types of Malfunction

    • Critical malfunction: complete block or inactivity of the application.

    • Serious malfunction: an interrupted process sequence, irregular operation, limited functionality or possible data loss.

    • Functional malfunction: some functions hindered but with workarounds available (e.g., manual execution of automatic functions).

    • Minor defect: small malfunction with negligible consequences and no functional limitations (e.g., display errors).

    The customer classifies the malfunction when reporting the problem. Crea Solution will review the report and confirm the classification if the provided documentation supports it. The customer must assist in handling the malfunction, designate a support contact and provide remote access to the system.

    Response Times

    • Critical malfunction: report receipt + 2 hours

    • Serious malfunction: report receipt + 4 hours

    • Functional malfunction: report receipt + 8 hours

    • Minor defect: report receipt + 12 hours

    Intervention Times

    • Critical malfunction: start of intervention + 8 hours

    • Serious malfunction: start of intervention + 12 hours

    • Functional malfunction: by the release of a bug-fixing update

    • Minor defect: by the release of a bug-fixing update

    Time Guarantee: Agreed times may not be guaranteed if the malfunction is outside Crea Solution’s responsibility (e.g., user permissions, Windows updates, customer PC hardware issues, third-party systems or programs) or if the customer’s contact person cannot be reached promptly.

    Free Remote Desktop Sharing

    For online assistance, the customer will use approved remote tools. The customer must call Crea Solution’s support, which will ensure confidentiality of the customer’s files. Remote support may be provided using Crea Solution’s Remote Control Software. Crea Solution will provide a high-performance internet connection for support purposes at no cost; the customer must provide the necessary internet connection. Crea Solution will supply the Remote Control Software free of charge; installation and training are free for qualified users. If the customer’s remote desktop tools are used, additional work by Crea Solution (maintenance, installation, etc.) will be charged based on the work performed. Crea Solution is not responsible for delays caused by customer-specific tool failures.

    VPN Connections

    In certain cases, a VPN connection between Crea Solution and the customer will be required. Crea Solution has appropriate tools for this. Customer VPN tools may also be used; the additional work required by Crea Solution (maintenance, installation, etc.) will be charged. Experience shows that some customer-provided VPN solutions disable local network connections, making online assistance impossible.

    Software Evolution

    Customers Without Active Evolution Contract

    Customers without an evolution and update contract can still receive minor and major releases produced by Crea Solution following a commercial offer (excluding system software such as operating systems or database licences). Updates are provided via download or email, but technical installation and training are not included. “What’s new” documents may be provided. Customers must verify the hardware requirements for updates.

    Customers With Evolution Contract

    Support contracts are licence-based and subject to ISTAT index increases. Customers paying for evolution and update contracts for a licence receive minor and major versions released by Crea Solution for that licence (excluding system software) during the contract period. Updates may be sent via email or shared via links; installation and training services are billed separately. The customer must regularly check creasolution.com for new releases.

    Contracts require a minimum term of three years, then renew annually. Cancellation must be sent by registered mail or PEC 90 days before the natural expiry. The evolution contract entitles the customer to major and minor software versions released by Crea Solution (excluding system software) for the contract period and licences in use.

    Software Release Process

    Crea Solution may post news about updated versions on its website. Executables are sent via email or shared via links. After downloading, the customer must contact Crea Solution at support@creasolution.it or +39 051 734777 to schedule a paid installation by technicians.

    Termination of Support and Evolution Contracts

    The contract may be immediately terminated without notice in cases of insolvency, non-payment (15 days after notice of default via registered letter), or breach of confidentiality obligations. Either party may terminate if the other fails to fulfil obligations under this contract. Crea Solution’s obligations are limited to providing specified services; these services cannot be provided in circumstances such as:

    • Misuse or use contrary to recommendations, including insufficient customer training.

    • Fabric parametrisation (hourly cost).

    • Failure to comply with operating, installation or environmental conditions or corrective measures proposed by Crea Solution.

    • Electrical or climate system anomalies or other incidents outside the programs.

    • Virus infections from third-party programs or non-professional internet communications.

    • Damage during software relocation.

    • If remote support is insufficient, Crea Solution is not obliged to provide on-site assistance. On request, Crea Solution may provide personalised services on-site, billed at current rates.

    Software as a Service (SaaS)

    Purchasing Crea Solution SaaS software includes technical online support and software evolution services according to the active support and evolution contracts. Purchasing on-premise software does not include these services; they must be activated separately with annual fees. SaaS contracts have a minimum term of three years, then renew annually by default. Cancellation must be notified by registered mail or PEC 90 days before expiry. Access to support and evolution is provided only if SaaS fees are paid. Unpaid invoices may result in suspension of services without refunds or contract extensions.

    Crea Solution may post news about updated versions on its website. Executables are sent via email or shared via links. After downloading, the customer must contact Crea Solution at support@creasolution.it or +39 051 734777 to schedule a paid installation by technicians.

    Crea Solution may modify prices and licence conditions for SaaS at its discretion without notice. Changes may include subscription fees, usage rates, user licence fees or other financial or contractual aspects. Crea Solution will endeavour to notify users but is not obliged to do so.

    Cloud Software Service

    The customer accepts the software “as is” at purchase (as seen in the demo). Any modifications, developments or integrations are billed as software projects.

    Service Availability (Uptime): Crea Solution guarantees 99.8 % service availability at all times, excluding scheduled maintenance and unexpected outages. Scheduled maintenance does not count toward uptime and will be notified at least 48 hours in advance via email. Crea Solution will conduct maintenance at appropriate times.

    Service Quality: Crea Solution provides a reliable, error-free service subject to regular quality checks and continuous improvements.

    Data Protection: Crea Solution adopts rigorous security measures to protect customer data, stored in compliance with applicable data protection regulations.

    Service Changes: Crea Solution may modify the service at any time but will promptly inform the customer of significant changes.

    Licence Composition Changes: Crea Solution may modify, update or revise licence conditions for cloud software at its discretion without notice. This may include adding or removing features, updating system requirements and usage policies. Crea Solution will try to notify users but is not obliged to do so.

    Price Changes: Crea Solution may modify prices and licence conditions for cloud software at its discretion without notice. Changes may include subscription fees, usage rates, user licence fees or other financial or contractual aspects. Crea Solution will endeavour to notify users but is not obliged to do so.

    Contract Duration and Renewal; Licence Payment and Cancellation: Cloud software licences require a minimum one-year contract, automatically renewed for one-year periods unless the user cancels in accordance with contract terms. Payment must be made by SEPA direct debit (RID Bancario) in advance for the full licence value for one year. Users must ensure funds are available and notify Crea Solution of any changes to bank details. Non-payment or violation of payment terms allows Crea Solution to suspend or terminate access to the software and pursue legal action to recover due amounts at the customer’s expense. Cancellation requests must be sent by registered mail or PEC at least 60 days before the end of the current year to prevent automatic renewal.

    Software Projects

    The customer accepts software involved in the project “as is” at purchase (as seen and tested in the demo). Any requested modifications, developments, integrations or customisations are considered software projects and are billed accordingly. Often the product is not the main cost but the services provided. A detailed analysis, paid for, is required to estimate the total project cost. The analysis will detail times and costs for a turnkey project through a post-analysis report. These times are indicative, and Crea Solution will be consistent with the report. The report provides optimistic and pessimistic time estimates; the customer should consider only the methods expressed in the post-analysis report.

    Crea Solution Services

    The service price list (for ERP, PLM, on-demand, e-commerce, MTM, MTO projects, etc.) refers to a per-person cost, not per activity. The minimum billable time is always one hour. Crea Solution may adjust rates according to ISTAT index increases. Any new request for modification, integration or customisation not mentioned during the analysis phase may increase costs; such increases require customer approval. Crea Solution is not liable for additional costs beyond the initial analysis due to such changes.

    Support Services for Crea Solution Projects

    The annual support fee is mandatory from installation or acceptance testing and may require a specific contract. Customers with an active support contract receive priority handling. Payment entitles the customer to software assistance. For ERP software only, it also provides periodic adjustments and improvements (only for standard, non-customised programs).

    Ordinary Support: Refers to assistance for the operator regarding the software and its correct use. For data exchange between software solutions and other systems (ERP, CRM, e-commerce, business intelligence, etc.), support costs are quantified in work hours. Support confirms the time in which the customer’s support call is taken but does not guarantee resolution times, which vary depending on the intervention needed.

    Software may have anomalies requiring lengthy resolution; Crea Solution will determine if these anomalies are “blocking” or non-blocking. In case of blocking errors, Crea Solution will get the company back up and running as quickly as possible. This warranty is invalid if the customer does not have an active contract or is in default on payments. Crea Solution is not liable for damages caused by defects, data inconsistencies, third-party data integration or installation on infrastructure not managed by Crea Solution.

    Crea Solution provides support for bugs related to customisations and integrations, guidance on workarounds, configurations and settings, problem resolution due to misconfigurations, and basic usage advice (not replacing training). Due to system complexity, time estimates cannot always be guaranteed.

    When purchasing additional licences, the associated support contract is automatically extended for the number of licences purchased at the same rates as the original contract.

    Special Support: Concerns support for import/export issues with other systems, software agents and middleware built for specific customer integrations, and data control. These services are not covered by subscription contracts; costs are always billed based on hours worked.

    Hardware (Plotters/Cutters)

    Installation: Crea Solution offers installation assistance for hardware systems at an additional cost.

    Welcome Letter and Registration: Upon signing and sending the purchase contract, the customer must complete the online form (https://www.creasolution.it/benvenuto-in-crea). A welcome letter with useful contacts and information will be provided.

    Hardware Warranty: Plotters and automatic cutting machines have a 12-month warranty from delivery covering faulty parts recognised by the manufacturer; travel and labour costs are not included. Cutter tool warranty for single-sheet Zund systems is valid for six months from installation, covering faulty parts; travel and labour costs are not included.

    Plotter Hardware Systems: Algotex and Other Brands

    Customer Without Active Support Contract: Customers without a support contract can contact Crea Solution via supporto@creasolution.it or +39 051 734777 (Monday–Friday, 9:00–13:00 and 14:00–18:00). Requests will be evaluated and, upon payment, handled by a technician. The minimum billable time is one hour.

    Customer With Active Support Contract: Support contracts are “per product”; rates may be adjusted according to ISTAT index increases. Customers with an active hardware support contract have priority for assistance. Contact via supporto@creasolution.it or +39 051 734777 (Monday–Friday, 9:00–13:00 and 14:00–18:00).

    Online Support Contract: Provides telephonic or online support for hardware without additional charges. Technician travel costs are not covered and will be billed.

    On-Site Support Contract: Provides telephonic or online support and onsite technician time without additional charges. Technician travel expenses are not covered and will be billed.

    Repairs: For customers with a support contract, Crea Solution will perform necessary repairs not excluded by the general conditions. Requests are handled within 16 working hours from the call (working days, Monday–Friday, 9:00–13:00 and 14:00–18:00). Interventions occur during working hours (9:00–18:00); outside these hours requires prior acceptance and is billed separately at current rates.

    Replacement Parts: Crea Solution can supply replacement parts subject to availability and will invoice them at current list prices.

    Multi-Layer Cutter Hardware Systems: FK Group

    The same support conditions as for plotters apply: customers without contracts can request paid assistance; customers with contracts have priority; online and onsite support contracts are available; repairs are handled within 16 working hours; replacement parts are provided at cost.

    Single-Sheet Zund Cutters, Cutters, Vision and Projection Hardware

    Due to the high reliability of these systems, no support contracts are offered. Customers may contact Crea Solution for paid assistance. Minimum billable time is one hour. Interventions are provided during working hours (9:00–18:00). Outside these hours requires prior agreement and separate billing. Replacement parts are supplied subject to availability and billed at current list prices.

    Force Majeure

    Contract obligations are suspended if a force majeure event occurs, such as civil or military acts, strikes, fires, floods, water damage, storms, lightning, accidents, riots, transport delays, third-party actions or any external circumstances preventing fulfilment. Either party may terminate the contract without notice if the force majeure lasts more than 30 days by sending written notice via registered mail.

    Disputes

    Crea Solution will try to resolve disputes amicably. If no solution is reached, disputes are subject to the exclusive jurisdiction of the Court of Bologna.