Embedded Wizard Support Agreement (EWSA)

TARA Systems GmbH
Embedded Wizard Support Agreement (EWSA)
Effective Date: 2025-11-18

This Embedded Wizard Support Agreement ("Agreement" or "EWSA") forms part of the contract between TARA Systems GmbH, Gmunder Str. 53, 81379 Munich, Germany ("TARA") and the business customer identified in the applicable Order Form or license certificate ("Customer") that has purchased a Support Subscription under the Embedded Wizard Terms and Conditions (EWTC).

Capitalized terms not defined in this EWSA have the meaning given to them in the EWTC or the Embedded Wizard License Agreement (EWLA).

1. Subject Matter and Applicability

1.1 This EWSA defines the scope, prerequisites and service levels of the technical support services ("Support Services") that TARA provides for Embedded Wizard under paid support plans (each a "Support Subscription").

1.2 By purchasing or renewing a Support Subscription, Customer accepts this EWSA as part of its contract with TARA. In case of conflict between this EWSA and the EWTC with respect to commercial framework conditions (including pricing, payment, taxes, refunds and general limitations of liability), the EWTC prevail. For the scope and quality of Support Services, this EWSA prevails over the EWTC.

2. Scope of Support Services

2.1 Included services. Subject to the terms of this EWSA, Support Services cover technical assistance relating to:
  (a) installation and initial setup of Embedded Wizard Studio, ChoraC and Platform Packages;
  (b) integration of Embedded Wizard into Customer's target platform covered by a Platform Package or Community Binaries;
  (c) use of Embedded Wizard functionality and APIs as documented;
  (d) troubleshooting of errors, unexpected behavior and crashes in Embedded Wizard; and
  (e) guidance and clarifications regarding best practices and recommended usage patterns of Embedded Wizard.

2.2 Excluded services. Support Services do not include in particular:
  (a) design or implementation of Customer-specific Applications or GUIs;
  (b) installation, configuration or administration of third-party tools, compilers, operating systems, build environments or hardware;
  (c) porting Embedded Wizard to platforms not covered by a Platform Package or officially supported Community Binaries;
  (d) support for any separately offered Custom Module, such as Test Framework, Data Model, Extended Virtual Keyboard, etc.;
  (e) on-site services;
  (f) training, workshops or architectural consulting beyond short guidance within individual support conversations;
  (g) feature requests, roadmap commitments or development of new product features;
  (h) restoration of Customer data, repositories or projects; or
  (i) guarantees regarding performance, system load or resource consumption of Customer's Applications.

Additional services may be offered separately under a professional services agreement.

3. Support Plans and Service Levels

3.1 Support channel. Unless agreed otherwise in writing, Support Services are provided via the TARA support portal and, where reasonably appropriate, by email, Microsoft Teams or telephone.

3.2 Included conversations. Each Support Subscription includes up to three (3) support "Conversations" per calendar month, as defined in Section 4.1. TARA may, at its discretion, handle additional inquiries beyond this quota on a best-effort basis or offer additional support against separate fees.

3.3 Response time. TARA will use commercially reasonable efforts to provide an initial qualified response to a support request within forty-eight (48) Business Hours, measured during Business Hours as defined in Section 4.4. Resolution times are not guaranteed and depend on the complexity and reproducibility of the issue.

3.4 Pricing. Support Subscription fees are set out in the applicable Order Form and/or price list and are subject to the price adjustment mechanisms in the EWTC.

3.5 Languages. Support is generally provided in English; German language support may be available on a best-effort basis.

3.6 Person-bound Support Subscriptions; non-transferability. Each Support Subscription is person-bound and may only be used by the single natural person for whom a Support Account has been registered under that Support Subscription (the "Named Support User"). Customer must not share Support Accounts between multiple individuals or use generic or role-based accounts. A change of the Named Support User for a Support Subscription requires TARA's prior consent in text form. TARA will not unreasonably withhold or delay such consent in case of personnel changes at Customer (for example, staff turnover or organizational restructuring).

4. Definitions

4.1 "Conversation" means a support interaction initiated by Customer concerning a specific topic or problem, including the initial request and subsequent back-and-forth communication on the same topic.

4.2 "Conversation closure". A Conversation is considered closed when (a) Customer confirms that the issue is resolved; or (b) Customer does not respond to TARA's last request for information or confirmation within seven (7) Business Days; or (c) TARA has identified the root cause as a confirmed Embedded Wizard defect ("Bug") as described in Section 4.5. Conversations closed under (c) are not counted against the monthly quota.

4.3 "Response Time" means the period between TARA's receipt of a support request through the agreed channel and TARA's first qualified response by a support engineer, excluding automated acknowledgments.

4.4 "Business Hours" means 09:00–17:00 Central European Time (CET/CEST), Monday through Friday, excluding public holidays in Germany (Bavaria).

4.5 "Bug" means a reproducible defect in Embedded Wizard that causes unintended or erroneous behavior contrary to the Documentation. Confirmation of a Bug is at TARA's reasonable discretion.

4.6 "Support Account" means an individual user account that TARA provides to Customer for accessing Support Services and that is associated with a single, named natural person designated by Customer and authorized to use Support Services under an active Support Subscription.

4.7 "Named Support User" means the natural person assigned by Customer to a specific Support Account under a Support Subscription.

5. Customer Responsibilities

5.1 Active Support Subscription. Customer must maintain an active Support Subscription during the relevant period. Support is not provided for periods in which the Support Subscription has expired, been terminated or suspended under the EWTC.

5.2 Quality of requests. Customer's support requests must be reasonably specific and include the information necessary for efficient analysis, such as:
  (a) the Embedded Wizard version and, where applicable, the Platform Package and target platform details;
  (b) relevant project settings, configuration files and build options;
  (c) error messages, logs, console output and crash dumps where available;
  (d) step-by-step instructions to reproduce the issue, including example Projects or stripped-down reproducer projects where feasible; and
  (e) a description of any troubleshooting steps already performed by Customer.

5.3 Transfer of materials. If source code, projects or assets must be provided to TARA for analysis, Customer is responsible for ensuring that such materials are lawfully provided, free of malware and do not contain personal data unless covered by the Embedded Wizard Data Processing Agreement ("EWDA") under Article 28 GDPR.

5.4 Reference hardware for Bug reports. For Bug reports related to target hardware, Customer must be able to reproduce the issue on TARA's officially supported reference hardware for the relevant Platform Package, or provide equivalent access and documentation to enable TARA to do so.

5.5 Use of Support Accounts. Customer shall ensure that Support requests are submitted only by Named Support Users via their assigned Support Accounts and that login credentials for Support Accounts are kept confidential and not shared.

6. Service Commitment

6.1 Best efforts. Support Services are provided on a best-effort basis within the constraints of Section 3.3. TARA does not warrant that all issues can be resolved or that a particular resolution, workaround or response will meet Customer's expectations.

6.2 Bug handling. When TARA confirms a Bug in Embedded Wizard, TARA may, at its discretion and taking into account severity, deployment impact and product roadmap, provide a workaround, a hotfix, or a correction in a future update or release. The timing and form of Bug fixes are governed by the EWTC's provisions on Updates and Upgrades.

6.3 No development obligations. Except as expressly agreed in a separate written agreement, TARA is not obligated to implement feature requests, performance optimizations or other product changes suggested through Support Services.

7. Limitations

7.1 Expiration of unused Conversations. Unused Conversations do not carry over to future periods and expire at the end of each billing period for the Support Subscription.

7.2 Out-of-scope work. If Customer repeatedly uses Support Services for work clearly outside the scope defined in Section 2.1, TARA may reasonably request that such services be contracted separately or, after prior notice, limit access to Support Services to in-scope topics.

7.3 Business Hours only. Support Services are provided only during Business Hours. This EWSA does not include 24/7 support, on-call obligations or guaranteed response times outside Business Hours.

8. Disclaimers and Limitation of Liability

8.1 Best-effort service. Support Services are provided "as is" and "as available" on a best-effort basis.

8.2 No expansion of warranties. This EWSA does not grant any additional warranties for Embedded Wizard beyond those set out in the EWTC and EWLA and applicable mandatory law.

8.3 Cap for Support-related claims. Subject to the EWTC, TARA's aggregate liability arising out of or in connection with Support Services under this EWSA in any twelve (12)-month period is limited to the Support Subscription fees paid by Customer for the same period for the affected Support Subscription.

8.4 Relationship with EWTC liability regime. The general liability regime, exclusions and carve-outs in the EWTC (in particular Section 14) apply correspondingly to Support Services. This Section 8.3 specifies a separate support-specific liability cap and does not reduce any stricter limitations or exclusions in the EWTC.

9. Changes to this EWSA

9.1 TARA may update this EWSA with effect for the future in accordance with the change mechanisms described in the EWTC.

9.2 Material changes that adversely affect Customer's legitimate interests will be notified in text form at least four (4) weeks before they take effect. In such case, Customer may terminate the affected Support Subscription effective as of the change date; Support Subscription fees paid in advance for periods after the effective date will be refunded as described in the EWTC.

END OF AGREEMENT