GRAPHISOFT FORWARD — SERVICES & BENEFITS

Issued by Graphisoft SE

Version 2.1: effective April 22, 2024

1. SERVICES

1.1. Eligibility for Upgrades at no additional charge

Customer is eligible for upgrades to all their Product licenses in the Graphisoft Forward Product license pool at no additional charge upon commercial release of Graphisoft Products. Customer understands and accepts that the frequency and content of Product releases are at Graphisoft’s sole discretion.

1.2. Personal Technical Support

Customer can access technical assistance by technical experts according to the Service-Level Agreement (SLA) set forth below:

  • Technical Support shall be provided by the Service Provider appointed by Graphisoft. If not defined otherwise, default Service Provider is the Selling Entity Customer purchased Product(s) from.
  • Technical Support shall be provided during business hours of the appointed Service Providers.
  • Technical Support shall be provided for all Supported Graphisoft Product(s).
  • Technical Support shall be provided for:
    • Installation and configuration of products
    • Reporting and resolving of software errors
    • Escalating unresolved issues to Graphisoft
    • Delivering workflow and technical solutions
  • Technical Support shall be provided with the following SLA’s:
    • Confirmation of receipt upon Customer's reporting of issue
    • Troubleshooting help according to Service Provider’s availability
    • Resolution of issue/escalation to Graphisoft on a best effort basis
  • Graphisoft will use commercially reasonable efforts to correct reported errors considering the urgency and severity of the error according to its sole discretion. Corrections can be provided in the form of workarounds, hotfixes, or regular software updates. Graphisoft does not warrant that all reported errors will be corrected.
  • The support service does not cover issues caused by: (a) misuse of the Product such as faulty installation or use in violation of the usage instructions or the provisions of the Graphisoft Forward Agreement or other applicable document; (b) modification or repair of the Product by anyone else than Service Provider or Graphisoft; (c) any product, service or materials or data not delivered by Graphisoft; or (d) use of the Product in other than the usage environment approved in the Documentation; (e) issues caused by third-party products or components.

2. BENEFITS

2.1. Graphisoft Learn Program

Customer is provided free and discounted access to online product and upgrade training courses according to Graphisoft’s Learn Program official pricelist.

2.2. Preferential Pricing

Customer is eligible for preferential pricing in the form of volume and commitment discounts of different Graphisoft products and services according to the then-current conditions.

2.3. Product License Pooling

Customer can purchase Graphisoft Product licenses delivered on “network” keys or in the way of cloud licensing, allowing a dynamic “first come first serve” access to the company’s entire license pool for the entire team. This offers flexibility and convenience to managing team needs.

2.4. Product License Parking

Customer can temporarily remove unused Product licenses from service, thereby reducing Forward-related payment responsibilities. Parked Product licenses stay in the Forward license pool, however, do not remain eligible for the Forward Services and Benefits during the period of the License Parking. Other rules and policies related to License Parking are as follows:

  • Parked Product licenses must be voluntarily surrendered by the Customer during Parking.
  • Forward Fee for Parked licenses is ten (10) percent of the base Forward Fee, calculated without any discounts applicable to the Customer.
  • Maximum fifty (50) percent of Customer's Forward license pool, if it is larger than one, can be parked without a time limit.
  • Product License Parking takes effect at the next Renewal Service Term of the Customer upon requesting it at the Selling Entity minimum thrity-one (31) days prior to the Renewal Date.
  • Parked Product licenses can be reactivated at any time in part or in full, with immediate effect upon requesting it at the Selling Entity.
  • After reactivation Customer must pay pro-rated Forward Fees for the remainder of current Renewal Service Term.
  • Product licenses reactivated from Parking are eligible for upgrades according to Section 1.1. above the then-current version and only at the time of the reactivation.
  • Any misuse of the Parking benefit of Forward will result in the immediate termination of Customer's License Parking and Customer will be required to pay the applicable Forward Fees. Misuse shall include, but not limited to, Customer's continued use of the Parked Product Licenses during the License Parking period or Parking more than fifty (50) percent of their Forward license pool.

2.5. Emergency Product Licenses

Customer can access short-term “emergency” Product licenses in case of temporary inaccessibility of Customer’s own commercial licenses. Access to Emergency Licenses is limited to the total number of active licenses in Customer’s Forward license pool twice a year, meaning in any given 12-month period of the running Graphisoft Forward Initial/Renewal Service Term.

2.6. License Key Insurance (applicable for hardware and software keys)

Customer is eligible for replacement of Customer’s license and key(s) if they are stolen, lost, damaged, defective, or destroyed. Customer is required to surrender damaged or defective key(s) or submit an official police report of stolen key(s). The costs related to the replacement shall be reimbursed by the Customer in accordance with the applicable Graphisoft policy.

2.7. Early Access to Innovation

Customer can access upcoming technology provided by Graphisoft in the form of software betas and technology previews. Customer understands the nature of such special releases and accepts the limited liabilities of Graphisoft with such special releases.

2.8. BIMx Model Hosting

Customer is provided 10 GB private storage for BIMx model hosting in Graphisoft’s cloud.

2.9. Python API

Customer is provided extra capabilities in the Software to customize and automate workflows via the Archicad Python API.

2.10. PARAM-O

Customer is provided extra capabilities in the Software to enable the creation of custom parametric objects with the built-in graphical algorithm editor.

2.11. Maxon Redshift

Customer is provided extra capabilities in the Software to create high-quality photorealistic renderings with the built-in Maxon Redshift rendering engine.

2.12. Library Part Maker

Customer is provided extra capabilities in the Software to create manufacturer-specific library content with the help of standard modeling tools.

2.13. Additional Surface Catalog

Customer is provided an Additional Surface Catalog, containing an exclusive set of 500+ additional surfaces, which are not included with the standard Archicad library.

Customer shall use all Benefits according to the terms and conditions applicable the given Benefit published at graphisoft.com/legal/license terms.

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