support services

Support Services

Support Services by Vartion B.V. and/or Vartion Ltd.

LEGAL NOTICE

• these support plan descriptions are for informational purposes and constitute a supplementary schedule governing support services only when incorporated into a binding agreement with Vartion. All support services are provided subject to Vartion’s General Terms and Conditions (GTC), which apply in full and prevail in the event of any conflict. Nothing in this document limits, replaces, or overrides the GTC. This document does not create additional warranties, service level commitments, or liabilities beyond those expressly set out in the GTC.

GENERAL PROVISIONS

• all support services relate exclusively to Pascal as made available by Vartion;
• support services are provided on a commercially reasonable efforts basis unless explicitly agreed otherwise in writing. Any services not explicitly included in the applicable support plan are excluded;
• vartion reserves the right to determine the classification of a request (e.g., QA, troubleshooting, hands-on support, or bug report) at its reasonable discretion.

QUESTIONS AND ANSWERS (QA)

• requests limited to factual information or clarification regarding the standard functionality and intended use of Pascal, strictly as documented by Vartion. Support is advisory only and does not include investigation, validation, configuration changes, or environment-specific analysis.
• support responses are based on existing documentation and product specifications as made available by Vartion at the time of the request. No response or resolution times are guaranteed unless expressly agreed in a separate written Service Level Agreement (SLA).
• examples:
  • “Where do I change case status?”
  • “Which sanctions lists are covered?”
  • “How do I invite a user?”
  • “How can I limit permissions to view cases?”
• availability:
  • Free: Included
  • Premium: Included
  • Enterprise: Included

TROUBLESHOOTING

• requests for assistance relating to unexpected behaviour, technical errors, discrepancies, or performance issues within Pascal. Support will analyse the issue based on information supplied by the client and will use commercially reasonable efforts to identify the cause and provide corrective steps or workarounds.
• troubleshooting does not include custom development, data correction, reconfiguration, or changes to client-side systems.
• examples:
  • “I receive an error in the API response from the endpoint …, why?”
  • “I expected the hit … but it did not show up, why?”
  • “I cannot find the case …, can you help me?”
  • “My invoice is different than I expected, can you explain why?”
• availability:
  • Free: Not included
  • Premium: Included
  • Enterprise: Included

HANDS-ON SUPPORT

• requests that require client specific support. This may include configuration changes, assisted setup, data imports, onboarding or rollout activities, and training sessions.
• hands-on support may involve either guided actions performed by the client under instruction, or direct actions performed by Vartion with the client’s authorisation. Scope, timing, and delivery method are subject to plan limitations and operational feasibility. Any direct access to client environments will require prior authorisation and may be subject to security and compliance procedures.
• examples:
  • “Can you add the user … to our environment?”
  • “Can you change our screening settings to …?”
  • “I want to import cases, can you prepare the import file?”
  • “Can you check my import file if it is correct for Pascal?”
  • “The onboarding form should include the question …, can you add that to the form?”
• availability:
  • Free: Not included
  • Premium: Available at additional cost
  • Enterprise: Included
• pricing:
  • Time and materials basis at the then-current hourly rates applied by Vartion for hands-on support services, unless otherwise agreed in writing.
  • Hands-on support is only provided upon explicit consent and confirmation of applicable fees.

BUG REPORTS

• reports of suspected defects where Pascal does not operate in accordance with its documented specifications. Vartion will assess whether the reported behaviour constitutes a confirmed bug or expected functionality.
• bug handling does not imply guaranteed resolution timelines, acceptance of liability, or prioritisation unless otherwise agreed in writing. Workarounds may be provided at Vartion’s discretion.
• examples:
  • “When I filter on … and export the cases, it exports all cases instead of the filtered set.”
  • “The media section shows an unresolved hit, but no hits are visible.”
• availability:
  • Free: Included
  • Premium: Included
  • Enterprise: Included