Support Terms

Capitalized terms used herein which are not defined herein shall have the meaning attributed thereto in the End User License Agreement entered into between the parties (the “License Agreement”).


The Support Terms are incorporated by reference, form part of and are governed by the terms of the License Agreement, whenever Licensee is receiving Software Maintenance.




Dundas Live Maintenance is available from Monday to Friday, 7 AM to 6 PM Eastern Standard Time (EST) excluding Canadian statutory holidays and company holidays (of Dundas) and can be contacted at 416-467-9100 or at



These Support Terms set out the terms and conditions on which Dundas will provide software maintenance services (“Software Maintenance”) in respect of the applicable Software licensed by Licensee.

Dundas will provide Licensee with Software Maintenance for a period of one (1) year from the date of purchase of the applicable license to the Software, free of additional charge, as further specified herein. Thereafter, Dundas’ obligation to provide Software Maintenance and Licensee’s obligation to pay the Software Maintenance fee will renew automatically for successive renewal terms of one (1) year each, unless either party gives written notice to the other party of its desire not to renew at least sixty (60) days prior to the start of the then applicable Software Maintenance renewal period. Licensee shall pay Dundas’ then current fees for Software Maintenance at least thirty (30) days in advance of the commencement of the then applicable Software Maintenance renewal period. Notwithstanding the above, Dundas may amend the Software Maintenance terms and  maintained products at any time and from time to time, upon thirty (30) days’ notice to Licensee. Customer agrees that Dundas may discontinue Software Maintenance of any version of Software at any time after Dundas has released a new version of the Software. Notwithstanding any term or condition contained herein to the contrary, Software Maintenance shall only be provided so long as Licensee is current with respect to payment of all Software Maintenance fees pertaining to all licenses it has obtained from Dundas. 

Types of Software Maintenance

Dundas provides three main types of Software Maintenance:

1.        Version Upgrades – Access to releases, including bug fixes, and incremental version upgrades to the Software.

2.        Online Maintenance – A self-help website that contains articles and tips on using the Software (the “Self-Serve Maintenance Website”).

3.        Live Maintenance – Live, technical assistance provided by Dundas support staff via telephone or email.


Version Upgrades


Availability. Subject to the terms herein, version upgrades is only made available to Licensee if Licensee has valid Software Maintenance subscriptions with respect to all of its Licenses it has purchased from Dundas.

Version Upgrades. Dundas will provide Licensee with maintenance releases, including bug fixes, and incremental version upgrades to the Software which Dundas generally makes available to licensees who are compliant subscribers to Software Maintenance. Dundas will only  provide maintenance for the last minor version for each of the latest two (2) major versions released. Dundas, at its option, may upgrade subscribers (free of charge) to a newer version of the Software in order to fix a known issue that has been fixed in a newer version. Software developed by Dundas to enable a new functionality or software which Dundas does not provide as part of Software Maintenance generally to its customers shall not constitute part of the Software, Licensee shall not be entitled to receive same as part of Software Maintenance and Dundas shall be entitled to charge separate and additional licence and maintenance fees in respect thereof should Licensee wish to acquire a licence to utilize such additional functionality or software.

Online Maintenance

Availability. Subject to the terms herein, Online Maintenance is only made available to Licensee if Licensee has valid Software Maintenance subscriptions with respect to all of its Licenses it has purchased from Dundas.

Acceptance of Support Terms. For clarity, by accessing the Self-Serve Maintenance Website and viewing or downloading content from such website, these Support Terms apply.

Availability of Website. The Self-Serve Maintenance Website is intended to be available to users 24/7/365. However, there may be short periods of downtime due to maintenance and possible Internet outages. Dundas does not guarantee any specific level of uptime of such website.

Changes. Dundas reserves the right to edit, replace, and/or move the Self-Serve Maintenance Website or its content, in whole or in part, at any time and from time to time.

“As Is Where Is”. All Online Maintenance is offered on an “as is where is” basis, without warranty or condition of any kind. Dundas does not guarantee the accuracy or reliability of information provided on the Self-Serve Maintenance Website. In respect of all Self-Serve Maintenance Website content, Dundas expressly disclaims all warranties and conditions, whether expressed or implied, including the implied warranties, covenants or conditions of merchantable quality, merchantability, fitness for a particular purpose, and non-infringement. No oral or written information or advice given by Dundas, its employees, distributors, resellers, dealers or agents shall increase the scope of the above warranties or create any new warranties.

Live Maintenance

Availability. Subject to the terms herein, Live Maintenance is only made available to Licensee if Licensee has valid Software Maintenance subscriptions with respect to all of its Licenses it has purchased from Dundas.


Acceptance of Support Terms. For clarity, by utilizing Live Maintenance, these Support Terms apply.
Limited to Dundas Software. Dundas is not required to provide maintenance for Licensee’s own applications or technologies that are used to integrate the Software.

Live Maintenance not “Training”. Live Maintenance is not to be used for educational purposes. If Dundas determines, in its discretion, that Live Maintenance is being misused, Dundas reserves the right to withhold its services in such regard. If Dundas determines that it wishes to offer ‘training’, such ‘training’ shall be offered only to Licensees who purchase an appropriate training package from Dundas.

Live Maintenance Delivery Method. Live Maintenance may be provided via telephone or email. For more complex maintenance requests, email will be required, in order to pass material (such as source code) back and forth.

Hours of Maintenance. Live Maintenance hours are 7:00 am to 6:00 pm EST, Monday to Friday, excluding Canadian statutory holidays and company holidays (of Dundas). Agreements for extended maintenance hours may be offered.

Mechanics of Live Maintenance

Licensee Obligations to Dundas. The quality of Software Maintenance provided by Dundas is a function of the data provided by Licensee. Licensee shall ensure that its contact person(s) for Software Maintenance from Dundas is a reasonably skilled software developer, knowledgeable about the Licensee’s product and its coding. Licensee shall use all commercially reasonably efforts to provide to Dundas information necessary (including, where appropriate, reproducible test cases, and other diagnostic information) to diagnose and repair such problems as the Licensee may report to Dundas, and to respond promptly to all requests of Dundas for assistance, cooperation, or Material (as defined herein).

Initiating a Maintenance Request. Licensee’s developer(s) initiate(s) a maintenance request by telephone call, email or via a web form (on Dundas’ support site) to Dundas asking a maintenance question or reporting a problem with the Software (a “Request”).

Live Maintenance Levels. Live Maintenance consists of two (2) levels of maintenance.

Level 1

(a)                 Dundas will receive the Request, and create a record of Licensee’s request.


(b)                 Dundas will review the Request, analyze technical questions or problem symptoms, and may request additional information, materials (including reproducible test cases and other diagnostic information) or documentation (collectively, “Material”) from Licensee.


(c)                  Dundas will search its database for known issues, problems and problem resolutions, and verify its severity.


(d)                 If the reported question or problem is known, Dundas will give Licensee the published answer or point the Licensee in the right direction.


(e)                 If Dundas determines that the Request is of such a complex nature that it cannot be answered by Level 1 maintenance staff, Dundas will advise Licensee and escalate the Request to Level 2.

Level 2

(f)                  The Request is passed on to a Dundas product development team member(s) who works or has worked on the Software.


(g)                 A Level 2 maintenance person will review the Request and any additional Material provided, analyze technical questions or problem symptoms, request additional material and diagnose suspected error(s). Initial diagnostic work may include problem determination (determining if the problem relates to hardware, software, or documentation), an attempt to recreate the problem, problem source identification (determining which component is failing, or attributing the failure to some external cause such as customer error or no problem found).



(h)                 If additional Material is required, Licensee will be contacted, and asked to provide such Material to Dundas. Licensee may also be requested to engage in dialogue with Dundas to assist in determining if the problem is due to improper installation, incompatible equipment or software, or other customer or third party error, and to assist Dundas to replicate and rectify any problem. Licensee may also be asked to attempt to replicate the problem on its own systems in consultation with Dundas.


(i)                  Dundas will attempt to provide answers to technical questions.


(j)                   Dundas will attempt to develop a bypass or work-around, or attempt to develop a fix.


(k)                 Dundas will report to Licensee.


Timing. The following are Dundas’ time objectives in responding to Requests:

Level 1 Initial response

Software Maintenance inquiries will be initially followed up within eighteen (18) business hours after the inquiry is received.



If escalation to Level 2 is required, Licensee will be notified within two (2) business days of Dundas’ receipt of a Request.


Level 2

If the Request relates to Licensee’s inability to use the Software, Dundas will aim to provide relief to Licensee within five (5) business days after receiving all Material requested by Dundas, and a final resolution within ten (10) business days after receiving all Material requested by Dundas.


Dundas will aim to resolve all other requests within twenty (20) business days after receiving all Material requested by Dundas.


If Dundas is unable to resolve a Request within the time objectives specified above, Dundas will advise the Licensee as soon as practical. Upon giving such notice, Dundas shall have a further period of twenty (20) business days from the date of expiry of its stated time objective within which to complete its response to a Request.


If Dundas is unable to resolve a Request within such extended period, Licensee shall be entitled to terminate Software Maintenance by providing written notice to Dundas, whereupon, as Dundas’ sole obligation and Licensee’s sole remedy, Dundas will refund that portion of the Software Maintenance fees paid equal to the number of months remaining in the subscription period (calculated from the date of the Request) divided by the total number of months of the subscription period.

If a Software bug or error is found, Dundas will use commercially reasonable efforts to fix the problem or create a work-around (including, in Dundas’ discretion, provision to Licensee, free of charge, of an upgraded version of the Software that fixes a known issue). Dundas is in no way obligated to and does not guarantee that it will fix a reported product bug or error or to satisfactorily answer all questions posed by Licensee.

General Terms and Exclusions

Independent Development. Nothing in these Support Terms or the License Agreement shall prevent Dundas or its contractors from independently developing any software product or software component that contains some or all features of Licensee material, provided that in no circumstances may Dundas breach the copyright, trade secret or patent rights of Licensee, and provided Dundas may incorporate any workarounds, patches, or other fixes or improvements developed to solve a Licensee’s maintenance problem in any other licensee’s maintenance solution and/or as part of a new or upgraded version of the Software and Dundas shall retain full ownership to workarounds, patches, or other fixes or improvements.

No Guarantee of Results. Dundas does not guarantee results under these Support Terms but merely agrees to use commercially reasonable diligence in attempting to accomplish its obligations. Dundas shall not be liable for any damages caused by delay in delivering or furnishing any Software Maintenance referred to in these Support Terms.

Exclusions. Software Maintenance does not include the following services:


(a)     Assistance in resolving Software errors created: (i) as a result of Licensee’s changes to the Software, (ii) as a result of customized changes to the Software, (iii) as a result of any other modification, alteration or damage to the Software or (iv) by Licensee/ISV Applications.


(b)     Assistance in resolving Software errors other than those associated with the Software. Some examples of this exclusion include problems associated with the hardware and its operating system, communications and system administration-related problems, and those Software errors encountered as a result of co-resident software not constituting part of the Software.


(c)      Assistance in resolving Software errors which cannot be replicated by Dundas.

Any of the excluded services outlined above may be acquired from Dundas pursuant to a separate professional services engagement at Dundas’ then current professional services rates, provided Licensee is then receiving  Software Maintenance and provided that Dundas has the required capabilities for performing such services and is otherwise able to perform such services.

Cooperation of Licensee. In order to best provide Software Maintenance, Licensee acknowledges that Dundas will require Licensee’s involvement in the resolution of errors with the Software. Licensee and Dundas must work together in order to expedite error resolution.


Dundas Data Visualization, Inc.
500-250 Ferrand Drive
Toronto, ON, Canada
M3C 3G8

North America: 1.800.463.1492
International: 1.416.467.5100

Dundas Support Hours:
Phone: 9am-6pm, ET, Mon-Fri
Email: 7am-6pm, ET, Mon-Fri