Appendix for Support Terms

Version 2024-02, compliant with Qt License Agreement 4, Qt Frame Agreement 2023-06 or later

1. This Appendix for Support Terms sets forth the legal framework under which The Qt Company provides support services (as herein defined) to Customer for Services purchased under the Agreement. General support is outlined below with product-specific support as set forth in the product-specific Exhibits to this Appendix for Support Terms.

1.1. From time to time, The Qt Company may change the Appendix for Support Terms, provided that during the respective ongoing Support period, the level of Support may not be materially reduced without the consent of Customer. Support Term updates may be provided online via https://www.qt.io/terms-conditions/support-terms. In the event that the online Support Terms provide a greater Support services to Customer than as set forth herein, then the online Support Terms shall apply.

2. GENERAL DEFINITIONS

2.1.  “Business Day” means standard working days between Monday and Friday with the exception of major public holidays in the region from where Support is provided. 

2.2. “Customer Portal” shall mean The Qt Company’s web-based service and support user interface located at https://account.qt.io/ or at another location designated by The Qt Company. The Customer Portal is used by a Designated User with a registered Qt Account, and can provide downloads, license management, license certificate and other services, each as applicable.

2.3. “Errors” shall mean an error, flaw, mistake, failure, or fault in the Services that prevents it from behaving as described in the relevant documentation or as agreed between the Parties in writing. A Designated User can follow the state and progress of Errors in the Customer Portal.

2.4. “Extended Support” shall mean a continuation to the Support period, which allows Designated Users to receive selected Support (Standard Support or Premium Support) for a version of Services that is no longer generally supported by The Qt Company.

2.5. “Pre-Release Functionality” means software provided for testing, preview, check or validation purposes. Pre-Release Functionality in features or releases may be labeled as “Alpha”, “Beta”, “Technology Preview”, “Playground”, or other such explicit terminology defining that the software may not yet be ready for production or covered under Support. Pre-Release Functionality may also be discontinued or deprecated without further notice.

2.6. “Premium Support” shall mean an upgraded level of Support that The Qt Company provides pursuant to these Support Terms and the applicable Product Support Appendix if: (i) Premium Support is available for the applicable Product and: (ii) Customer has purchased Premium Support. Premium Support includes Standard Support in addition to the Premium Support offerings. Premium Support must be purchased for all Designated User(s) in the respective team of the Customer.    

2.7. “Qt Account” shall mean the Qt Account for a Designated User used for using Qt services and Customer Portal. A Qt Account is mapped to the Customer entity with their entity email domain or domains.

2.8. “Response Time” shall mean the period of time from when Customer notifies The Qt Company about an Error or requests Support until The Qt Company provides Customer with a response that addresses (but not necessarily resolves) the reported Error or provides the requested Support.   

2.9. “Standard Support” shall mean the standard level of Support that The Qt Company provides pursuant to these Support Terms (including the applicable Support Appendix) to Customer.

2.10. “Security Issue” shall mean an Error that causes or reasonably could cause a vulnerability in a system or application that uses the Licensed Software where such vulnerability can or reasonably could impact the privacy and security of the system or application. 

2.11. “Support Validity Term” shall mean the Licensed Software or Services subscription term or any other fixed time period agreed between the Parties during which time the Customer is eligible to receive Support from The Qt Company.   

3. STANDARD SUPPORT

3.1. Subject to these Support Terms and during the Support Validity Term, The Qt Company will via its Customer Portal, provide Designated User(s) with Support for Services provided to Customer under the Agreement.

3.2. The Qt Company will make commercially reasonable efforts to solve any Errors in Licensed Software or Service reported by Designated User(s).  Resolution of an Error may be product-dependent (e.g.,  downloading a later released version of the Licensed Software or providing the Designated User with a workaround or update addressing such Error). 

3.3. Support is provided for the duration of the Support Validity Term.

3.4. The Qt Company shall only provide Support for Designated User(s) through Customer Portal. Support is generally made available for all Designated Users of the Service.  

3.5. Support is not provided for Pre-Release Functionality.

3.6. The Qt Company: (i) shall have no obligation to provide Support for third-party components, platforms, hardware, Customer operating system-specific problems, or problems arising from improper use, accident, neglect, or modification of the Services; and (ii) with regards to third-party software, shall not provide Support for third-party software or problems caused by third-party software even if such third-party software is distributed together with the Services.

3.7. The Qt Company provides Support for Error(s) that are reported and that can be reproduced or confirmed by The Qt Company.

3.8. Where any Support under this Appendix involves the handling of personally identifiable data (e.g., in emails or metadata), all data will be processed in accordance with The Qt Group Privacy Policy available at https://www.qt.io/terms-conditions/privacy-policy.  

3.9. Standard Support is provided for Error(s) that are reported on and can be reproduced on Platforms that are officially supported for the release of the Licensed Software.

3.10. The Qt Company does not provide data back-ups for services unless it is specifically stated otherwise in the applicable Services Appendix. 

3.11. Standard Support does not include (i) the implementation or execution of release changes or adjustments for Customer; (ii) the training of Customer staff members; or (iii) general user support on questions about the standard use of the Services (e.g., concerning the operation and possible applications of Services). Such additional services, to the extent The Qt Company agrees to provide them upon Customer request, are subject to separate Purchase Documentation and agreement in writing. 

4. ADDITIONAL SERVICES IN PREMIUM SUPPORT

4.1. Certain products may provide the ability for Premium Support subscriptions. When available and where Customer has purchased Premium Support subscriptions, the following premium support provisions apply in addition to the applicable product-specific support appendix.    

4.2. If third-party software is distributed together with Services, The Qt Company will make commercially reasonable efforts to resolve such problems but cannot guarantee the resolution of third-party software issues. The Qt Company shall not provide Support for third-party software or problems caused by third-party software not distributed together with Services. 

4.3. The Designated User(s) will be assigned a Qt Dedicated Contact to handle requests for Support. The Dedicated Contact may be subject to change (e.g., due to sick leave, vacation and other similar reasons).

4.4. For certain Services, the Designated User(s) may request The Qt Company to access their computer remotely in order to resolve problems directly. Where the Designated User requests that The Qt Company remotely access their computer in order to provide Support, the Designated User must have authority to grant The Qt Company such remote access and Customer accepts that any remote access support is provided as-is and at Customer’s own risk. 

4.5. The Designated User(s) may request a support session via chat or phone call in Designated User’s support request to The Qt Company. 

4.6. Premium Support can provide assistance to Customer for the implementation of new features, bug fixes and accessing patches in the Services, if applicable. 

4.7. All Support requests in Premium Support will be handled with high priority.

4.8. Premium Support is optional and purchased for an agreed bucket of hours (“Bucket”). Hours can be used by any Designated User in the respective development team and is provided during regular business hours of The Qt Company. Premium Support is provided for the duration of the Support Term and any unused hours expire upon termination or expiration of the Premium Support Term.

5. RESPONSE TIMES

5.1. The Qt Company provides the following Response Times:   

1. Standard Support: Errors and Support requests will have a Response Time not to exceed two (2) Business Days.   
2. Premium Support: Errors and Support requests will have a Response Time not to exceed one (1) Business Day.   
3. Security Issues: Errors that are Security Issues will have a Response Time not to exceed one (1) Business Day.   

5.2. For complex issues, The Qt Company may provide an initial response to the Designated User and then follow up, without undue delay, with additional communication before an Error is properly addressed or Support provided. 

6.  ERROR REPORTING

6.1. To ensure efficient handling of Errors, in reporting an Error, the Designated User must provide the following information to The Qt Company (where relevant to the Services for which the Designated User is seeking support):   

1. A clear, detailed description of the problem, question or suggestion;   
2. Marking the issue as a Security Issue, when reporting a Security Issue;
3. Details of used Service (detailed version information, host platform details, possible target platform details, used features or modules, sample source code or scripts where applicable) to enable  The Qt Company to reproduce the error;
4. Additional relevant content, such as traces, logs or screenshots, etc. should be included as attachments. The preferred image formats are JPEG and PNG.  Compressed content should be included in zip or tar.gz archives.  Executable content and documents in platform-specific formats such as Microsoft Office® are not accepted;
5. If relevant, identification of the operating environment (e.g. operating system, hardware Platform, build tools, tool configuration, etc.) on which the problem exists.

7.   HANDLING OF SECURITY ISSUES

7.1. The reported Errors marked as Security Issues will be assessed to determine the severity of the issue and to verify if it indeed is a valid Security Issue. The Designated User who reported the issue may be contacted for more details. If the reported issue is not deemed to be a Security Issue by The Qt Company, it will be treated as a normal Error and handled accordingly.

7.2. A verified Security Issue will be fixed as soon as practically possible, dependent on the severity of the Security Issue. A notification via appropriate channels will be made along with patches for the currently supported versions of Licensed Software, where applicable. A fix for the Security Issue may be included in the next Maintenance Release of Licensed Software. 

7.3. If the Security Issue is reported in a third-party library used in Licensed Software, The Qt Company will notify the relevant third party of such Security Issue detected in their library. If and when the Security Issue is resolved in the third-party library, the new version of the third-party library will be included in the next feasible Maintenance Release of the Licensed Software. If a fixed version of the third-party library is not available, The Qt Company may instead provide documentation regarding the issue, or a patch for this third-party library.

7.4. All verified Security Issues in Licensed Software will be noted in Documentation.

7.5 With regards to the Qt Insight offering, additional provisions regarding Security Issues and the handling thereof are set forth in the Exhibit for Qt Insight. 

8. CUSTOMER OBLIGATIONS

8.1. To report an Error, the Designated User shall register the Error on the Customer Portal. 

8.2. The Designated User must provide adequate information and documentation to The Qt Company to enable it to recreate the Error or problem for which the Designated User has sought assistance. Information on the types of information needed for Support of various product(s) is available in the applicable product-specific appendices.   

8.3. In order for The Qt Company to provide prompt handling of Errors, the Designated User shall promptly respond to any requests from The Qt Company for additional information.

9. RELEASES, UPDATES AND UPGRADES

9.1. Releases (if applicable) and updates will be provided in accordance with the applicable Service during the Customer’s subscription term. Service-specific release and update information is as provided in the applicable Support Appendix.

9.2. Unless otherwise decided by The Qt Company at its free and absolute discretion, Upgrades will not be provided under the Support. Releases typically include minors fixes and error corrections, as well as documentation updates. Updates may introduce new features to the Services.

EXHIBIT for Qt Developer Framework Support and Design Tools

1. ADDITIONAL DEFINITIONS for Qt Developer Framework and Design Tools Support.

1.1. “Application Code” shall mean a computer software program written strictly using the Qt programming language, by or for Customer, with a user interface, enabling the Customer or their users to accomplish a specific task and display any results of the task on the display monitor or screen.

1.2. “Documentation” shall mean documentation available at doc.qt.io. Separate Documentation is available for each Major and Minor release of Qt.

1.3. ”Install Support” shall mean Support that is limited to installation-related Error(s) on Development Platforms specified as supported host platforms for each Qt release under Documentation. 

1.4. “Platforms” shall mean both Development Platforms and Deployment Platforms. Supported host and target Platforms may vary for each Qt release as defined under Documentation. 

2. CUSTOMER PORTAL. Via the Customer Portal, and depending on the product subscriptions and Support purchased, a Designated User may be assigned certain roles (e.g., license manager or support manager) for Customer’s use of Support.  

3. GENERAL SUPPORT 

3.1. Each version or release of the Licensed Software will be supported under Standard Support or Premium Support only for limited time period as set forth in the Documentation. If nothing is documented, a release of Licensed Software is supported for one (1) year from the release date of the version x.y.0 and Long Term Support (LTS) Releases are supported for a period of three (3) years from the release date of the LTS version x.y.0.

3.2. The Qt Company shall only provide Support for Designated User(s) through the Customer Portal.

3.3. Support is made available for an entire development team only. Support cannot be purchased for only some members of a development team. All Designated Users of the respective development team must be eligible for the same level of Support.

3.4. Support is not provided for snapshots, preview releases, beta releases or release candidates.

3.5. Limitations with Install Support: Support limited to Error(s) regarding installation and setting up of the Qt development environment on host Platforms. 

4. EXTENDED SUPPORT

4.1. Extended Support extends the Support Validity Term for a release of Licensed Software that is no longer generally supported. 

4.2. Extended Support includes and is by default provided with Standard Support rules and limitations unless Extended Support is purchased together with Premium Support, in which case Premium Support rules and limitations will apply. 

4.3. Extended Support is an additional optional offering purchased via annual fee per Customer product. Extended Support is specific to (i) Customer product, (ii) used Platform(s) and (iii) Licensed Software version(s).

4.4. A current and valid Designated User license is required to utilize Extended Support.

EXHIBIT for Squish, Coco and Test Center Support 

1. GENERAL SUPPORT CONTENT

1.1. Each version or release of the Licensed Software will be supported under Standard Support only for a limited time period as set forth in the Documentation. If nothing to the contrary is documented, a release of Licensed Software is supported for one (1) year from the release date of the version x.y.0 (first Major or Minor release) but for a maximum of two releases at a time.

1.2. Support is provided for standard and unmodified Licensed Software.

1.3. Standard Support is limited to Errors impacting the installation and operational use of Squish, Coco and/or Test Center products. 

EXHIBIT for Axivion Support 

1. DEFINITIONS for Axivion products

1.1. “Designated User” shall mean a named Customer employee using a Qt Account and using Customer Portal to access Technical Support.

2. GENERAL SUPPORT CONTENT. After a new x.y.0 (Major or Minor release) version of the Axivion Products has been released, the support services for the respective previous version will be continued as set forth in Axivion Products documentation, or if not specified in such documentation, for a period of six (6) months.

3. LIMITATIONS TO STANDARD SUPPORT. Axivion Products Support can be reached via the Customer Portal, or another communication location designated by The Qt Company.

4. UPDATE SERVICE. Axivion Products Support consists of Updates that The Qt Company generally makes available to eligible Customers. Support other than what is provided in this Exhibit for Axivion Support is not available unless Customer and Qt have entered into Purchase Documents explictly for the purposes of additional support work. Where Updates are provided, The Qt Company will supply Customer with Updates of the Axivion Products as well as pertinent program documentation via on-line download or, at The Qt Company’s choice, on machine-readable data storage media in object code format for installation by Customer.

5. GENERAL LIMITATIONS

5.1. Axivion Products Support is not provided for snapshots, preview releases, beta releases or release candidates. The Qt Company has no obligation to provide Support for third-party components, hardware or operating system specific problems or problems arising from improper use, accident, neglect, or modification of the Axivion Products by Customer. 

5.2. The Qt Company has no obligation to provide Support: (i) where Errors are caused by Customer’s faulty application, lack of diligent consultation of the program documentation, or external influences not under the control of The Qt Company (e.g., virus infestation, Customer hardware or system defects); or (ii) for the reconstruction of sets of data that Customer has not sufficiently secured against loss.

5.3. Notwithstanding anything to the contrary in the general Support terms, the scope of Support for Axivion Products does not include the installation of the Axivion Products and of Updates. 

5.4.  Additional expenses incurred by The Qt Company for the provision of Support, such as work carried out on-site by The Qt Company employees that result from the fact that Support cannot be performed at the originally agreed installation site of the Axivion Products shall be borne by Customer.  

6. FURTHER CUSTOMER OBLIGATIONS

6.1. Where necessary to provide Support for the Axivion Products, Customer will grant The Qt Company access to Customer’s Axivion Products installation as well as to the hardware and operating system of the Customer upon which these are installed. Additionally,  Customer shall be obligated to provide The Qt Company with a suitable infrastructure for remote access to the Axivion Products in the event of an Error.  

6.2. Designated Users are entitled to contact Support directly, unless other arrangements are agreed to in writing between Customer and The Qt Company. Additionally, Customer shall name one staff member working at the place of installation of the Axivion Products as the principal contact person who will make all Customer decisions in connection with Support or will ensure that such decisions are made without undue delay.  

EXHIBIT for Qt Insight Support 

1. ADDITIONAL DEFINITIONS

1.1. “Platforms” shall mean either the Insight Cloud or Insight Private Cloud, as applicable to Customer. 

1.2. “Security Issue” with regards to Qt Insight shall mean an Error that causes or reasonably may cause a vulnerability in a system or application that uses the Tracker Library, or an Error that results in, or could reasonably result in, access to Customer’s Events Personal Data.   

2. SUPPORT SERVICES

2.1. In providing Support for Qt Insight, The Qt Company will make commercially reasonable efforts to solve any Errors reported by Designated User(s).  Resolution of an Error may be provided via Designated User(s)  (for Insight Private Cloud subscriptions) downloading a later released version of the applicable Tracker Library, Insight Private Cloud, or, for Insight Cloud subscriptions, providing the Designated User with a workaround or update addressing such Error.

2.2. In certain instances, Insight Cloud Customers may request that The Qt Company Support access Customer’s instance of Insight Cloud and/or Customer’s information stored on the Insight Cloud (e.g., for the purposes of potential data recovery). In such a case, Customer must provide The Qt Company written permission to access Customer’s Insight Cloud instance and information. Customer is further: (i) responsible for ensuring that it is authorized to provide The Qt Company such access; and (ii) aware and accepts that The Qt Company is not responsible for any access restrictions or issues. The Qt Company does not guarantee that Support efforts will be successful in recovering, restoring, or reconstructing data.

3. SUPPORT LIMITATIONS

3.1. Support is provided for the duration of Customer’s Qt Insight Subscription Term, subject to the applicable support structure limitations set forth in the Qt Appendix for Insight Cloud and Insight Private Cloud, as applicaple to Customer’s Qt Insight Subscription Term.

3.2. Support is not provided for Pre-Release Functionality.

3.3. Customer is solely responsible for obtaining and maintaining the internet connectivity necessary to utilize the Insight Cloud, and The Qt Company has no obligation to provide support in connection with the performance of such internet services.

3.4. For Insight Cloud Customers, The Qt Company will use best efforts to provide Customer with support for cloud provider issues (e.g., platform availability) but cannot guarantee the availability or capability of third-party cloud provider platforms. The Qt Company does not provide any form of support for cloud provider issues where Customer utilizes Insight Private Cloud.

3.5. The Qt Company does not provide Support for third-party software, services, or problems caused by third-party software even if such third-party software is distributed together with the Services.   

4. QT INSIGHT: HANDLING OF SECURITY ISSUES

4.1. A verified Security Issue in the Qt Insights Tracker Library, Insight Cloud, or Insight Private Cloud will be fixed where practically possible. The Qt Company will notify Customer via appropriate channels about the Security Errors and the availability of a remedy for the affected Services. For Qt Insights Tracker Library and Insight Private Cloud typically, a fix for the Security Issue is included in the next Release of affected Services. For Qt Insights Tracker Library or Insight Private Cloud, it is Customer’s obligation to install, implement, and deploy any Release or Update provided by The Qt Company.  With regard to a verified Security Issue in the Insight Cloud, The Qt Company will seek to provide Customer with implementation of a resolution or a workaround of the Security Issue.  

4.2. If the Security Issue is reported in a third-party component used in the Services, including third-party platform providers, The Qt Company will notify the relevant third party of the detected Security Issue and will work with Customer and the third-party provider to document, resolve, or provide a workaround: each in the event that The Qt Company can reasonably do so. If and when the Security Issue is fixed in the third-party component, the resolution will be communicated to and (regarding the use of Insight Cloud) implemented for Customer.  

5. MAINTENANCE RELEASES, UPDATES AND UPGRADES

5.1. Releases and updates will be provided in accordance with the applicable Service during Customer’s subscription term. 

5.2. For Insight Cloud Customers, releases and updates will automatically be applied to Customer’s instance of the Insight Cloud. 

5.3. For Insight Private Cloud Customers, The Qt Company will make releases and updates available to Customer for Customer’s download and use (in accordance with the use of Insight Private Cloud provisions of the Agreement).  

5.4. Unless otherwise decided by The Company at its free and absolute discretion, Upgrades will not be provided under the Support. Releases typically include minor fixes and error corrections, as well as documentation updates. Updates may introduce new features to the Services.