Software Service Maintenance and Support (MX) Agreement

By purchasing annual MX support for Center IC with options for Center EX Client Extensions and IC Boards with Visual Analytics from Center Dynamics USA, LLC, www.centerdynamics.com, you will receive the following services and support:

Program updates/patches of the most current Center IC version will be applied on Center Dynamics hosted sites as they become available.
- Updates/patches for Center IC will provide new enhancements and features as they become available including program fixes.
- Updates/patches for Center EX will provide new enhancements and features as they become available including program fixes.
  - e.g. Resource Library, Automated Surveys, Bulk-Email, Client Dashboard; Public Web Site Content Management, Event Publishing, Location Publishing; etc.
- Updates/patches for Center Analytics and/or Visual Analytics (VA) will provide new enhancements and features as they become available including program fixes.
  - Visual Analytics (VA) will replace Center Analytics in the due course of time.
Technical support will be available by phone or e-mail on Monday-Friday (federal holidays excluded) at 850-677-1405 and/or support@centerdynamics.com
- The customer should have a “resident” expert to assist their internal end-users on the every day use of the software. Customer requests for technical support and assistance are expected to come from one primary point of contact (POC) unless there is an unusual problem. In some cases, a programmatic POC and a technical POC should be identified.
- Our goal is to respond to any questions or identified problems received from the primary POC(s) within 24 hours of the request/contact. Many issues by their nature require additional time to research and repair.
- General user support on how to use the software is limited to ten (10) hours annually, unless otherwise noted. Refer to Training Options and Technical Support Services for training and expert support fees.
- Monthly online user group meetings are normally provided by Center Dynamics staff to organization points of contact.
The customer has a responsibility to provide details on what steps a user executes on the software that might be creating the reported problem (bug.) In order to fix a problem, we have to be able to recreate the problem with steps provided by the customer.
Customer's play a major role in security and are responsible for internal organizational security as described in the following Customer's Security Responsibilities document.
- Suspected security incidents should be reported to Center Dynamics immediately at 850-677-1405 AND via email to support@centerdynamics.com
Software enhancements/updates arising from support under this agreement are included under the Center Dynamics USA LLC Software License.
Web hosting details are included under Center Dynamics Web hosting Services.
Online help is integrated into Center Dynamics software.

Software Maintenance does not include:

Support for integration with other operating systems or software products.
Support for user modification or customization of Center IC software, beyond the scope of the features already provided inside the software.
New features not identified as core features of Center IC, Center EX, Center Analytics, or IC Boards with Visual Analytics.
New add-in modules that may become available at future dates.
Technical & Engineering Support Services are available for additional fees. Refer to Technical Support Services for fees.

Revised: June 1, 2021

Center Dynamics USA, LLC
3010 Manning Drive
Marietta, GA 30062

Updated 1/24/2023 5:45:39 PM | B. Johnson