Appendix for Support Terms

Version 2024-10, compliant with Qt License Agreement 4, Qt Frame Agreement 2023-06 or later

1. The Qt Company provides support services to Customer for Services purchased under the Agreement, in accordance with this Appendix for Support Terms (“Support Terms”). The Qt Company provides handling of reported issues as defined below (collectively, "Support") and Maintenance (as set forth herein). Any product-specific support distinctions from the general support outlined herein are set forth in the product-specific Exhibits to these Support Terms.

1.1. From time to time, The Qt Company may change these Support Terms, provided that during the respective ongoing Support period, the level of Support will not be materially reduced without the consent of Customer. Support Term updates may be provided online at www.qt.io/terms-conditions/support-terms. In the event that the online Support Terms provide better Support Services to Customer than as set forth herein, 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” means The Qt Company’s web-based service and support interface located at 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, as applicable. Depending on the Services and type of support purchased, a Designated User may be assigned certain roles (e.g., license manager or support manager) for use of the Customer Portal.

2.3. “Documentation” means documentation available either: (i) at doc.qt.io or: (ii) within or provided with Licensed Software. Separate Documentation is available for each Major and Minor release as identified in the Documentation.

2.4. “Error” means an error, flaw, mistake, failure, or fault in the Services that prevents it from behaving as described in the relevant Documentation. A Designated User can follow the state and progress of Errors in the Customer Portal.

2.5. “Extended Support” means the scope of support defined in Section 5.

2.6. “Maintenance” means releases or patches with quality and security updates, but no new features. The Maintenance period for Licensed Software may vary between products (e.g., release cadence for features and feature releases). Maintenance periods and the extent of Maintenance are as in the Services-specific Documentation. If nothing else is documented, the default Maintenance period is one (1) year from the release date of the version (x.y.0, either “Major” (x.) or “Minor” (.y.) release). 

2.7. “Pre-Release Functionality” means software provided for testing, preview, check or validation purposes. Pre-Release Functionality in features or releases may be labelled as “Alpha”, “Beta”, “Technology Preview”, “Experimental”, “Playground”, “snapshot” or other such explicit terminology noting 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.

2.8. “Premium Support” means 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 Customer team.    

2.9. “Qt Account” means the Qt Account of a Designated User for the purposes of using the Services and the Customer Portal. 

2.10. “Response Time” means 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.   

2.11. “Standard Support” means the standard level of Support that The Qt Company provides pursuant to these Support Terms (including the applicable product-specific support Exhibit) to Customer.

2.12. “Security Issue” means an Error that causes or reasonably could cause a vulnerability in a system or application that uses the Services where such vulnerability can or reasonably could impact the privacy and security of the system or application. 

3. STANDARD SUPPORT

3.1. Subject to these Support Terms and the Agreement, during the term of Customer’s active Services subscription(s), The Qt Company will, via its Customer Portal, provide Designated User(s) with Support and Maintenance for such active Services.

3.2. The Qt Company will make commercially reasonable efforts to solve any Errors reported by Designated User(s) in the Licensed Software or Service.  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. The Qt Company shall only provide Support to Designated User(s) through the Customer Portal. Support is generally made available for all Designated Users of the Service.

3.4. Support is not provided for Pre-Release Functionality, any functionality not under Maintenance or otherwise identified in the Documentation.

3.5. The Qt Company shall have no obligation to provide Support for: (i) third-party components, platforms, hardware, Customer operating system-specific problems, or problems arising from improper use, accident, neglect, or modification of the Services; or (ii) third-party software or problems caused by third-party software, even if such third-party software is distributed together with the Services.

3.6. The Qt Company provides Support for Error(s) that are reported and that can be reproduced or confirmed by The Qt Company, in each case on Platforms that are documented as supported for the release of the Licensed Software.

3.7. 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 www.qt.io/terms-conditions/privacy-policy.

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

3.9. Standard Support does not include (i) the implementation or execution of release changes or adjustments for Customer; (ii) the training of Customer users; 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 agreement between the Parties and separate Purchase Documentation. 

4. ADDITIONAL SERVICES IN PREMIUM SUPPORT

4.1. Certain Services may provide optional additional Premium Support subscriptions. When available and where Customer has purchased Premium Support subscriptions, these Premium Support provisions apply in addition to the applicable product-specific Support Exhibit. 

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

4.3. 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, Designated User(s) may request The Qt Company to access their computer remotely to provide Support directly. Where the Designated User requests that The Qt Company remotely access their computer 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. 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 during a set term (“Bucket”). Hours can be used by any Designated User in the respective development team and are provided during regular Business Days of The Qt Company. Premium Support is provided for the duration of the purchased Premium Support term and any unused hours expire upon termination or expiration of the Premium Support term.

5. EXTENDED SUPPORT

5.1. Extended Support provides further Support for a release of Services that is no longer generally supported (i.e., where the Maintenance period of the Licensed Software version has expired). Extended Support is available for select releases of Services as determined by The Qt Company.

5.2. Extended Support is provided under Standard Support terms and conditions, unless Customer has purchased Premium Support in which case the Premium Support terms and conditions apply. 

5.3. Extended Support is an additional optional offering purchased for certain Services releases for the Extended Support term agreed between the Parties. 

5.4. An active Designated User license is required to utilize Extended Support.

6. RESPONSE TIMES

6.1. 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.   

6.2. For complex issues, The Qt Company may provide an initial response to the Designated User and follow up, without undue delay, with additional communication to address an Error and provide Support. 

7. CUSTOMER OBLIGATIONS 

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

7.2. 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. 

7.3. The Designated User shall promptly respond to any requests from The Qt Company for additional information regarding Errors.

8.  ERROR REPORTING

8.1. 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.

9. HANDLING OF SECURITY ISSUES

9.1. A reported Error marked as a Security Issue will be assessed to determine the severity and whether the Error is a Security Issue. The Designated User who reported the Error as a Security Issue may be contacted for more details. If the reported Error is not deemed to be a Security Issue by The Qt Company, it will be treated as a normal Error and handled accordingly. Upon verification of a Security Issue, The Qt Company will provide notification of the Security Issue via appropriate channels.

9.2. A further notification, with a “Security Fix” for the current Licensed Software versions under Maintenance will be issued thereafter. A Security Fix may be a patch, workaround, best practice documentation, or other method as reasonably determined by The Qt Company. A Security Fix will be issued as soon as practically possible, dependent on the severity of the Security Issue. A Security Fix may be included in the next release of Licensed Software.

9.3. 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 or not feasible to include in a Maintenance release, The Qt Company may instead provide Documentation regarding the issue, or a patch for the third-party library.

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

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

10. MAINTENANCE RELEASES, UPDATES AND UPGRADES

10.1. Active Support Customers are eligible for Maintenance and Updates. Maintenance and Updates will be provided in accordance with the applicable Service Appendix, Exhibit, and Documentation during the Customer’s subscription term.  Maintenance releases typically include minor fixes and error corrections, as well as Documentation updates. Updates may introduce new features to the Services.

10.2. Upgrades are as defined in the relevant Agreement Appendix. Upgrades, if any, may be provided at The Qt Company’s free and absolute discretion.

EXHIBIT for Qt Developer Framework Support and Design Tools

1. ADDITIONAL DEFINITIONS

1.1. “Extended Security Maintenance” or “ESM” means an additional Maintenance offering, which allows a valid Designated User to access Security Issue patches provided through the Customer Portal applicable for a specified Service. 

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

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

2. STANDARD SUPPORT AND MAINTENANCE

2.1. By default, Maintenance (and Support for such Maintenance) is provided for one (1) year from the release date of the Major or Minor version (x.y.0). Other releases, e.g.  Long Term Support (LTS) releases provide Maintenance (and Support for such Maintenance) for a period as communicated in conjunction with the Documentation. 

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

3. EXTENDED SECURITY MAINTENANCE

3.1. ESM provides selected patches for verified Security Issues in a release of Licensed Software that is no longer generally supported. ESM is available for select releases, modules, and platforms of Licensed Software as The Qt Company determines.

3.2. ESM is an additional offering purchased via an annual fee. ESM is specific to Licensed Software release(s). 

3.3. For the avoidance of doubt, ESM does not include Extended Support. 

3.4. Only current and valid Designated Users (e.g., with active Services licenses) may utilize ESM and access Security Issue patches provided through the Customer Portal.

3.5. ESM is provided for verified Security Issues for which Security Fixes can be issued. In the event of verified Security Issues that are dependent on unsupported Third Party Software, products, operating systems, firmware, hardware or the like (“Dependent Security Issue”), The Qt Company will inform Customer of the verified Security Issues (including the Dependent Security Issue) and undertake reasonable efforts to provide Security Fixes, but has no obligation to and disclaims responsibility for providing Security Fixes for such Dependent Security Issue.

EXHIBIT for Squish, Coco and Test Center Support 

1. STANDARD SUPPORT AND MAINTENANCE

1.1. Unless otherwise stated in Documentation, Maintenance (and Support for such Maintenance) is provided for one (1) year from the release date of the Major or Minor version (x.y.0), but for a maximum of two releases at a time.

1.2. Support is provided for standard and unmodified Licensed Software on platforms defined in Documentation.

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

2. FURTHER CUSTOMER OBLIGATIONS. Where necessary to provide Support for the Licensed Software, Customer will grant The Qt Company access to Customer’s Licensed Software 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 Licensed Software in the event of an Error. Where Customer requests that The Qt Company remotely access their installation and/or systems to provide Support, Customer’s Designated User must have the 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.

EXHIBIT for Axivion Support 

1. ADDITIONAL DEFINITIONS 

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

2. GENERAL LIMITATIONS

2.1. The Qt Company has no obligation to provide Support: (i) where Errors are caused by Customer’s application 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.

2.2. Support for Axivion Products does not include the installation of Axivion Products or of Updates. 

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

3. FURTHER CUSTOMER OBLIGATIONS. Where necessary to provide Support for the Licensed Software, Customer will grant The Qt Company access to Customer’s Licensed Software 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 Licensed Software in the event of an Error. Where Customer requests that The Qt Company remotely access their installation and/or systems to provide Support, Customer’s Designated User must have the 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.
  

EXHIBIT for Qt Insight Support 

1. ADDITIONAL DEFINITIONS

1.1. “Platforms” means either the Insight Cloud or Insight Private Cloud, as applicable to Customer. 
1.2. “Security Issue” with regards to Qt Insight means 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 address any Errors reported by Designated Users.  Resolution of an Error may be provided via Designated Users (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 applicable 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 resolved where practically possible. The Qt Company will notify Customer via appropriate channels about the Security Issue and the availability of a remedy for the affected Services. For Qt Insights Tracker Library and Insight Private Cloud typically, a Security Fix for the Security Issue may be 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 Security Fix.  

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 a Security Fix is issued 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 Maintenance available to Customer for Customer’s download and use (in accordance with the use of Insight Private Cloud provisions of the Agreement).