Service Level Agreement and Disclaimer Policy – Crea Solution

 

With this Service Level Agreement (SLA) and Disclaimer Policy, Crea Solution defines the quality, reliability, and security benchmarks for its products and services provided to the customer.

This document forms an integral part of the Contract concluded between Crea Solution and the Customer who has purchased the services.

Any additional and/or different terms and conditions from those contained in the Offer and in this SLA will not be binding on Crea unless expressly accepted in writing.

Without prejudice to Crea’s commitment to perform with care, professionalism, and in accordance with the Contractual Documents, unless expressly agreed by the parties, the timelines for the execution of Services and for the delivery of Products under the contract are indicative and not essential. The Customer therefore undertakes to accept the performance of Services and delivery of Products even if late.

Travel costs

All travel expenses for Crea personnel to the customer’s site or other locations indicated by the customer will always and unquestionably be borne by the customer.

Liability

The Customer undertakes to use software and hardware in accordance with the instructions provided by Crea Solution during training.
Crea Solution is not liable for any damage suffered by the customer due to use or misuse of any hardware, software, or other supplied product.
Crea Solution is not liable for any damage suffered by the Customer due to installation, maintenance, or any software or hardware activity carried out by an unauthorized technician.
Crea Solution shall in no event be liable for damages suffered by the customer arising from loss of profit, business interruption, loss of business, or loss of commercial opportunities.

The Customer accepts the software “as is” at the time of purchase (as seen and tested during the demo). Any requested change or additional development, such as developments, customizations, or integrations, will be invoiced as “Software Projects.”

Software installation
For an additional fee, Crea Solution will provide assistance and support with software installation.

PC compatibility testing support
Upon request, for a fee, Crea Solution will perform intensive tests on the customer’s PCs to verify compatibility with the programs. In any case, PCs must meet the minimum requirements available here.

New customers: welcome letter and customer profile
Upon signing and sending the purchase contract, the customer must complete the online customer profile form (https://www.creasolution.it/benvenuto-in-crea) with their own and their company’s data. Upon completion, they will receive a Welcome Letter with useful contacts and key information.

Warranty
Software systems are not covered by any warranty. All major, minor releases and bug fixing activities are covered by the optional software evolution contract.

Ordinary and extraordinary support services

“Ordinary support” means user support for standard software operation and correct use of the software environment. If a commercial offer/order mentions “Support,” it automatically refers to ordinary support unless otherwise specified.

Everything concerning data exchange between Crea Solution’s project software and other systems (e.g., ERP, CRM, e-commerce, Business Intelligence, etc.), analyses, developments, and all Crea Solution services is deemed extraordinary support. Extraordinary support costs will be calculated based on the hours required and invoiced to the customer.

From the outset, the customer is informed that the technical support team may determine whether a request falls under ordinary or extraordinary support.

SOFTWARE SUPPORT

Response and intervention times; support contract

Response time is the time taken by Crea to acknowledge a Service Request.
Resolution time is the time taken to resolve the issue.

Customer without a support contract
If the customer has not signed a software support contract, they may still contact Crea Solution’s team at supporto@creasolution.it or +39 051 734777, Monday to Friday (9:00–13:00 and 14:00–18:00). Crea Solution will assess the request and, once payment is made, a Crea technician will take charge.
Minimum billable time is always one (1) hour.

Customer with an active support contract
Support contracts are “per license.” Crea Solution reserves the right to adjust the above rates in line with ISTAT index increases.

If the customer has signed and is paying for a software support contract, their request will be handled with priority over customers without a support contract. Contact methods: supporto@creasolution.it or +39 051 734777, Monday to Friday (9:00–13:00 and 14:00–18:00).

Software support contracts bind the customer for a minimum of three years, after which renewal is tacitly year by year. Any termination must be sent by registered letter or PEC 90 days before the natural deadlines (3 years and then yearly). The software evolution contract entitles the customer to receive major and minor software versions produced and released by Crea Solution (excluding system software such as operating systems or any database licenses) during the contract period and for the licenses in use.

Software may present anomalies that extend resolution times. Crea reserves the right to decide whether such anomalies are “blocking” or “non-blocking” for the company’s operations. Crea undertakes to ensure that, in case of a blocking error, the company can resume operations as soon as possible.

Problem escalation procedure

Response times are measured from receipt of a customer request to the moment a Crea Solution specialist provides feedback and starts the resolution process.

Intervention times are the times within which Crea Solution will start an exhaustive problem resolution process (e.g., workaround, software patch/fix, or specific implementation).

Only times within business hours are counted (Monday to Friday, holidays excluded, 9:00–13:00 and 14:00–18:00), or extended hours if agreed.

All services will be handled and completed by a Crea Solution professional, who will be the main contact and will be responsible for validating successful completion with the Customer’s contact person. Only then is the service considered complete.

Types of malfunctions

• Critical malfunction: possible total lock or inactivity of the application.
• Severe malfunction: a process sequence is interrupted, or application operation does not proceed regularly or is only possible with limitations, or possible data loss.
• Functional fault: execution of individual functions is hindered, but workarounds are possible; for example, functions that should run automatically can still be executed/controlled manually.
• Minor defect: small malfunction with no significant consequences and no functional limitations, e.g., display errors in images.

The customer will classify the malfunction category when informing Crea Solution. The problem report will then be analyzed by a Crea Solution contact. If the evaluation is confirmed, the classification reported by the customer will be applied if the customer can provide corresponding documentation.

The customer undertakes to provide all necessary support in handling the malfunction, including appointing a contact person for assistance during verification/execution. A remote access tool to the system must be made available, compatible with current resources and technology.

Response times

• Critical malfunction: problem report received + 2 hours
• Severe malfunction: problem report received + 4 hours
• Functional fault: problem report received + 8 hours
• Minor defect: problem report received + 12 hours

Intervention times

• Critical malfunction: intervention start + 8 hours
• Severe malfunction: intervention start + 12 hours
• Functional fault: within the time needed for the bug-fixing release
• Minor defect: within the time needed for the bug-fixing release

Time guarantees
Agreed times may not be guaranteed if, based on the problem report, the cause lies outside Crea Solution’s responsibility (e.g., user permissions assignment, Windows updates, customer PC hardware issues, etc.), or is due to third-party systems/programs (e.g., external servers). This also applies if the Customer’s designated contact cannot be reached within a reasonable time.

Free remote desktop sharing

If necessary, support will be provided via Crea Solution’s Remote Control Software. Crea Solution will provide a high-performance Internet connection for support purposes at no cost. The Customer is responsible for providing the required Internet connection at their premises. Only normal Internet connection costs and any additional telecom costs apply. Crea Solution will provide the Remote Control Software free of charge; installation support and training will be free for qualified users. Customer remote desktop tools may be used, and any additional work required by Crea Solution (maintenance time, installation, etc.) will be charged based on work performed. In case of failure of the Customer’s specific tools, Crea Solution assumes no responsibility for any delays in response times.

VPN connections

In certain circumstances, a VPN connection between Crea Solution and the Customer will be necessary. Crea Solution has suitable tools available for this purpose. Customer VPN tools may also be used; the corresponding additional work required from Crea Solution (maintenance time, installation, etc.) will be charged based on work performed. Experience shows that some customer-provided VPN solutions that disable local network connections can make online support impossible.

SOFTWARE EVOLUTION

Customers without an active software evolution contract
If the customer does not have an active software evolution/update contract, they will still be entitled to receive minor and major releases produced or released by Crea Solution following a commercial offer (excluding system software such as operating systems or database licenses).

Validity
Software evolution contracts bind the customer for a minimum of three years, after which renewal is tacitly year by year. Any termination must be sent by registered letter or PEC 90 days before the natural deadlines (3 years and then yearly). The software evolution contract entitles the customer to receive major and minor software versions produced and released by Crea Solution (excluding system software such as operating systems or database licenses) during the contract period and for the licenses in use.

Updates will be made available via download or email. Standard technical installation services and any training on new releases are not included.

“What’s new” documents indicating new tools added to the programs may be provided. Evolutions require the customer to verify current hardware systems (PCs).

Customers who have signed an evolution contract
Support contracts are “per license.” Crea Solution reserves the right to adjust the above rates in line with ISTAT index increases.

If the customer is paying for a software evolution/update contract for a given license, they are entitled to receive minor and major software versions produced or released by Crea Solution for that license (excluding system software such as operating systems or database licenses) during the contract period. Updates may be provided via email or shared via link. Standard technical installation and any training on new releases are not included and will be billed per the price list. The Customer must regularly access creasolution.com to check for the release of new software versions.

Software releases
Crea Solution may publish news on its website regarding updated software versions. Executables will be emailed or shared via link. Once the new version is downloaded, the customer must contact Crea Solution at supporto@creasolution.it or +39 051 734777 to schedule technician installation for a fee.

Software as a Service (SaaS)

Purchasing Crea Solution SaaS software includes, at no extra cost:

• Online Technical Support: according to the terms of active support contracts
• Software Evolution: according to the terms of active evolution contracts

Note: purchasing On-Premise software does not include Online Technical Support or Software Evolution, which must be activated separately with annual fees.

Validity
SaaS software contracts bind the customer for a minimum of three years, after which renewal is tacitly year by year. Any termination must be sent by registered letter or PEC 90 days before the natural deadlines (3 years and then yearly). The evolution terms mirror those above for the covered licenses.

Access to support and evolution services is guaranteed only to customers current with SaaS fee payments. In case of unpaid or late invoices, Crea Solution reserves the right to suspend services until the account is regularized, without any right to refunds or contract extensions.

Software releases
As above: Crea Solution may publish release news; executables will be sent by email or via link. After download, the customer must contact support to schedule technician installation for a fee.

License price changes
Crea Solution reserves the right to change SaaS software prices and licensing terms at its sole discretion and without notice to users. These changes may include, but are not limited to, subscription costs, usage fees, per-user licensing, or any other financial or contractual aspect. Crea Solution will endeavor to notify users by appropriate means but is not obliged to do so.

Tex Define software

SQL Services – Optional
Crea Solution professionals are experts in Microsoft SQL Server, as PLM databases frequently operate reliably on this DB server. We can offer remote maintenance and a hotline service, and proactively monitor the system.

Infrastructure optimization
Is your infrastructure optimized for Crea Solution’s proposed solutions? Our specialists can check your servers and network system and, for a fee, support you in the optimization process.

Administrator-level support
All support and consulting work for the PLM administrator (developer license) for expert users (administrators) is generally provided for a fee.

Mutual agreement for further function development
Mutual acceptance is required for the development of additional functions to ensure proper application operation and maintainability of your further-developed functions. All changes must be accepted by Crea Solution (for a fee), and you must in turn guarantee the quality of changes that Crea Solution will make in your individual environment (e.g., agents, scripts, interfaces, add-ins). Only this mutual collaboration can ensure the best service for your operations.

Additional consulting or other services
At agreed times, the Customer may receive additional consulting and other services (e.g., programming) as a preferred customer, for a fee. Examples include:

• General support for administrators and developers, including training and implementation advice.
• Design, modification, or troubleshooting for custom applications/configurations (e.g., DB changes or form adjustments).
• Design, consulting, implementation, and maintenance of individual interfaces, agents, scripts, and program functions.
• Training on specific parts of the program, interrelations, or software behaviors that would normally be part of full training.

Response and intervention times; support contract

Customers without a support contract
Contact supporto@creasolution.it or +39 051 734777, Monday to Friday (9:00–13:00 and 14:00–18:00). Crea Solution will assess the request and, for a fee, a technician will take charge.
Minimum billable time is one (1) hour.

Customers with an active support contract
Support contracts are “per license.” Crea Solution reserves the right to update the above rates in line with ISTAT index increases.

If the customer has an active software support contract, their request will be handled with priority. Contact via supporto@creasolution.it or +39 051 734777, Monday to Friday (9:00–13:00 and 14:00–18:00).

Proper functioning of proprietary software is guaranteed, with the commitment to restore functionality in case of anomalies at no additional charge. Software may still present anomalies extending resolution times. Crea reserves the right to decide whether anomalies are “blocking” or “non-blocking.” In case of a blocking error, Crea will ensure operations can resume as soon as possible.

If the customer lacks an active contract and/or is in payment default, the above clause does not apply.

Escalation procedure, malfunction types, response and intervention times, time guarantees, remote desktop sharing, and VPN connections
As specified earlier in “Software Support” and apply here mutatis mutandis.

Automatic inclusions

New licenses, additional features, individual adjustments or customizations in service, or other variations purchased or requested later will automatically be subject to the conditions of this Service Contract starting the following month. Inclusion of the above licenses, features, or changes increases the financial value of the Contract pro-rata both for license units and for added or modified program functions. In any case, such change will be added as an addendum to the existing Service Contract. All other conditions remain unchanged.

Crea Solution Cloud Software

The Customer accepts the software “as is” at purchase (as seen and tested during the demo). Any modification or additional development requested, such as developments, customizations, or integrations, will be invoiced as Software Projects.

Service availability (Uptime)
Crea Solution guarantees 99.8% Service availability at all times, excluding scheduled maintenance and unforeseen outages. Scheduled maintenance time is not counted toward uptime. Scheduled maintenance refers to regular activities performed by Crea Solution to maintain Cloud software resources.

Maintenance operations will be communicated to the Customer with at least 48 hours’ notice via email sent to the address indicated during ordering/registration. Crea Solution will make reasonable efforts to perform scheduled maintenance at suitable times.

Service quality
Crea Solution is committed to providing a reliable, error-free Service, subject to regular quality checks and continuous improvement.

Data protection
Crea Solution adopts advanced, stringent security measures to protect Customer data. Data is stored in compliance with applicable data protection regulations.

Service changes
Crea Solution reserves the right to make changes to the Service at any time, but undertakes to promptly inform the Customer of any significant changes.

Changes to license composition
Crea Solution reserves the right to modify, update, or revise Cloud software licensing conditions at its sole discretion and without notice. Changes may include adding new features, removing existing features, updating system requirements, and usage policies. Crea Solution will do its best to notify users by appropriate means but is not obliged to do so.

License price changes
Crea Solution reserves the right to modify Cloud software prices and license conditions at its sole discretion and without notice. Changes may include subscription costs, usage fees, per-user licensing, or any other financial or contractual aspect. Crea Solution will endeavor to notify users by appropriate means but is not obliged to do so.

Contract term and renewal. License payment and termination

For Crea Solution Cloud Software licenses, the user agrees to a minimum term of one (1) year. The contract will automatically renew for subsequent one (1)-year periods unless the user opts to terminate in accordance with the cancellation conditions specified in the contract.

Advance payment of licenses and cancellation
The accepted payment method for Cloud Software licenses is advance Direct Debit (RID) for the full value of all licenses provided for one (1) year. Users must provide the banking information required to activate RID and authorize Crea Solution to collect payments in accordance with the contractual terms and agreed billing plan. Users are responsible for ensuring sufficient funds and for promptly communicating any changes to banking information.

In case of breach of payment terms or the contract, Crea Solution reserves the right to suspend or terminate access to the Cloud Software application and, if payments are not restored, to take all necessary legal action to recover amounts due, with additional costs borne exclusively by the customer.

Termination notice
To cancel the contract and prevent automatic renewal for the following year, the customer must send written notice by registered letter or certified email (PEC) to Crea Solution at least 60 days before the end of the current contractual year.

Software Projects

The Customer accepts the software involved in the project “as is” at purchase (as seen and tested during the demo). Any requested changes or additional developments, such as developments, customizations, or integrations, will be invoiced as Software Projects.

Any customization, development, integration, and any software activity by Crea Solution requested by the customer is considered a Software Project.

Within software projects, the Product is often not the main cost component; services are.

Analysis and post-analysis report
To obtain a realistic estimate of total project cost, a paid, thorough analysis of the customer’s needs is required, observing company protocols and workflows.

The analysis cost derives from hourly labor cost plus travel expenses. This cost will be drawn from the technician’s report which, if performed on the customer’s premises, will also be signed for acceptance by a customer representative.

The analysis will indicate the times and consequently the costs to deliver a turnkey project via the POST-ANALYSIS REPORT; however, such times may vary. The POST-ANALYSIS REPORT timing is purely indicative and not binding. Crea undertakes to be highly consistent with the post-analysis report. The POST-ANALYSIS REPORT provides the customer with optimistic and pessimistic forecasts for project delivery times.

For its own satisfaction, the customer must 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 etc.) is per person, not per activity.

Minimum billable time is always one (1) hour.

Crea Solution reserves the right to adjust quoted rates in line with the ISTAT index.

Any new request for changes, integrations, or customizations not mentioned during analysis may significantly increase costs; such increases will be submitted for customer approval. Crea Solution accepts no responsibility for additional costs outside the initial analysis arising from such changes.

Support services for Crea Solution projects
The annual support fee is mandatory starting from installation or acceptance testing and may be governed by a specific contract.

If the customer has an active software support contract, requests will be handled with priority. Contact via supporto@creasolution.it or +39 051 734777, Monday to Friday (9:00–13:00 and 14:00–18:00).

Payment of the fee entitles the customer to actual software assistance.

For ERP software only, it also entitles the customer to periodic regulatory updates and any improvements (only on standard, NON-CUSTOMIZED programs).

Ordinary support
The ordinary support fee refers to user support for standard software operation and correct use of the software environment.

For data exchange between the project solutions and other systems (e.g., ERP, CRM, e-commerce, BI, etc.), all support costs will be quantified in “work hours.”

From the outset, support staff may decide whether it is ordinary support or dedicated support to solve data exchange issues. Support confirms the timeframes for taking charge of a customer’s assistance call but does not guarantee resolution times, which may vary by intervention type.

Warranty
Proper operation of proprietary software is guaranteed, with commitment to restore functionality in case of anomalies without additional charges. Software may nonetheless have anomalies that extend resolution times. Crea reserves the right to decide whether anomalies are “blocking” or “non-blocking.” In case of blocking errors, Crea will ensure operations can resume as soon as possible.

Warranty exclusion
If the customer has no active contract and/or is in payment default, the above clause is void.

Crea Solution is not responsible for any damages of any kind caused by possible defects. Any form of compensation is excluded.

Crea Solution assumes no responsibility for: bugs and any data inconsistency damage caused by them; inconsistency of data provided by the customer (or on their behalf) for integration; if software is installed on a pre-existing or non-Crea-managed infrastructure (server, network, or user workstations), correct software operation is not guaranteed in case of hardware/software changes to that infrastructure.

Crea Solution provides assistance/support for: bugs related to customizations and integrations of the Crea Solution system; guidance on workarounds; configurations and settings; resolution of issues caused by incorrect configurations; basic software usage consulting, which never replaces training.

Due to the complexity of information systems, in some cases it is not possible to guarantee an estimate of resolution times.

When purchasing additional licenses (beyond those initially purchased), the related support contract is also extended for the number of purchased seats. The same rates as the original support contract apply.

Special support
Special support covers issues related to import/export to and from other systems and IT software in general, as well as support for “agent” software created for the customer’s specific needs and “middleware” software for internal integrations. This includes data checks. No subscription contracts are provided for this support; hourly costs will always be charged to the customer.

HARDWARE (PLOTTERS / CUTTERS)

Installation
For an additional fee, Crea Solution will provide assistance and support in installing hardware systems.

Welcome letter and customer profile
Upon signing and sending the purchase contract, the customer must complete the online customer profile form (https://www.creasolution.it/benvenuto-in-crea). Upon completion, a Welcome Letter with contacts and key information will be available for download.

Hardware warranty
The warranty for plotters and automatic cutting machines is valid for 12 months from delivery and covers broken/defective parts recognized by the manufacturer. It does not include travel or technician labor.
The warranty for cutting tools of Zünd single-ply cutter systems is valid for 6 months from installation and covers broken/defective parts recognized by the manufacturer. It does not include travel or technician labor.

HARDWARE PLOTTER SYSTEMS: ALGOTEX AND OTHER BRANDS

Customer without active support
Contact supporto@creasolution.it or +39 051 734777, Monday to Friday (9:00–13:00 and 14:00–18:00). The request will be assessed and, for a fee, taken in charge by a technician.
Minimum billable time is always one (1) hour.

Customer with active support
Support contracts are “per product.” Crea Solution reserves the right to adjust rates in line with ISTAT increases.

If the customer has an active hardware support contract, requests will be handled with priority. Contact as above.

Online support contract
Entitles the customer to remote or phone support on hardware at no extra charge. Any technician travel (hourly cost + travel expenses) is not covered and will be invoiced as hourly cost.

On-site support contract
Entitles the customer to remote/phone support and technician time on site to resolve the reported problem at no extra charge. Technician travel expenses are not covered and will be invoiced.

Repairs
For customers with a hardware support contract, Crea Solution undertakes to perform necessary repairs not excluded by the general conditions.

Requests will be taken in charge within 16 working hours counted on business days from the phone call. Requests can be made only by the customer, Monday to Friday, 9:00–13:00 and 14:00–18:00. Interventions under the support contract will be carried out 9:00–18:00 on business days. Any intervention outside these hours must be pre-approved by Crea Solution. A quote will be prepared and, if agreed, the intervention will be billed separately per the current price list.

Spare parts supply
Crea Solution may supply, upon request and subject to availability, the spare parts needed to restore operation. Such parts will be invoiced at the price list in force at the time of the intervention.

MULTI-LAYER CUTTER HARDWARE SYSTEMS: FK GROUP

Same structure as above:

• Without active support: contact channels as above; paid, minimum 1 hour.
• With active support: “per product,” rates adjustable with ISTAT; priority handling; contact as above.
• Online support contract: remote/phone support included; technician travel not included.
• On-site support contract: remote/phone support and on-site technician time included; travel not included.
• Repairs: taken in charge within 16 working hours; business hours and out-of-hours by prior quote and agreement.
• Spare parts: supplied upon request and availability, invoiced at current list price.

ZÜND SINGLE-PLY CUTTERS, SPREADERS, AND CREA SOLUTION VISION/PROJECTION HARDWARE

Given the high reliability of Zünd single-ply cutters, single-ply spreaders, and Crea Solution’s vision and projection hardware, support contracts are not offered.

If issues arise, the customer may contact support as above. Paid handling; minimum 1 hour.

Interventions can be requested only by the customer, Monday to Friday, 9:00–13:00 and 14:00–18:00. Interventions will be performed 9:00–18:00 on business days. Out-of-hours work requires prior approval and will be quoted and billed separately per the current price list.

Spare parts supply
As above: upon request and subject to availability; invoiced at current list price.

Disputes

Dispute resolution. Jurisdiction
Any disputes arising from this Service Level Agreement and Disclaimer Policy will preferably be resolved amicably between the parties. Failing that, all disputes will fall under the exclusive jurisdiction of the Court of Bologna.