Support Terms and Conditions ("STC")

Rev 20260728

STC1. Definitions and Interpretation

1. Unless otherwise defined herein, capitalised terms shall have the meanings ascribed to them in the IQ Business General Terms and Conditions ("GTC") at [insert link] or the License Agreement or the License Agreement Renewal .
2. In these STC:
   1. “Authorised Contacts” means individuals designated by the Customer to request Support;
   2. “ Billable Services ” means consulting services rendered by IQB to the Customer charged at the Consulting Rate in accordance with paragraph 6.2;
   3. “Consulting Rate” is the hourly rate charged by IQB for Bllable Services ;
   4. “Customer Care Portal” means IQB’s online platform for submitting Support requests, accessing knowledge bases, and tracking case progress, available at https://support.silversoft.com ;
   5. “Fair Usage Limits” means the maximum number of hours, requests, or services provided at no additional cost under the Customer’s selected Support Package (Standard Care, Enhanced Care, or Premium Care), as specified in STC6 or the License Agreement or License Agreement Renewal prorated for Subscription Periods less than 1 (one) year;
   6. “License Agreement ” means the document entitled License Agreement executed between the Customer and IQB setting out the particulars of the Software, Fees and Subscription Period;
   7. “License Agreement Renewal” means the document entitled License Agreement Renewal executed between the Customer and IQB setting out the particulars of the Software and Fees for the Subscription Renewal Period;
   8. “Mileage Rate” is the rate per kilometer traveled, charged by IQB for onsite Support;
   9. “Standard Support Hours” are 08:00 to 17:00 (UTC+2), Monday to Friday, excluding public holidays in the Republic of South Africa, unless otherwise agreed in writing;
   10. “Subsistence Rate” is the rate per night out of town, charged by IQB for per diem expenses related to onsite Support;
   11. “ Support” means technical and application assistance provided by IQB to resolve issues related to the Software’s functionality, including troubleshooting errors, answering usage queries, and applying updates, but excluding third-party product issues, network troubleshooting, or data repair unless specified in the Support Package; and
   12. “Support Package” means the tier of Support services (Standard Care, Enhanced Care, or Premium Care) selected by the Customer, as detailed in the License Agreement or License Agreement Renewal, determining the scope and level of Support provided.
3. These STC govern IQB’s provision of Support for the Software licensed under the License Agreement or License Agreement Renewal.
4. In case of conflict, the following order of preference shall prevail:
   1. License Agreement Renewal;
   2. License Agreement;
   3. STC; and
   4. GTC.

STC2. Scope of Support

IQB shall provide Support to the Customer’s Authorised Contacts during Standard Support Hours, as specified in the selected Support Package, to assist with Software functionality, including troubleshooting, usage guidance, and issue resolution. Support requests must be submitted via the Customer Care Portal or by email to the designated support email address for each product, specified below, unless otherwise agreed. IQB may require secure, temporary system access to diagnose and resolve issues, in compliance with applicable Data Protection Laws. The Customer’s failure to provide such access may delay or prevent resolution.

Maconomy and People Planner: maconomy@silversoft.com

Vantagepoint and PIM: vantagepoint@silversoft.com

WorkBook: workbook@silversoft.com 

Magnetic: magnetic@silversoft.com

Talent: talent@silversoft.com

STC3. Support Coverage

Support covers the Software under the Customer’s SaaS (cloud-hosted) or Self-hosted (on-premise) license, as specified in the License Agreement or License Agreement Renewal. The Support Package (Standard Care, Enhanced Care, or Premium Care) selected by the Customer, as noted in the License Agreement or License Agreement Renewal, determines the level of services. If no Support Package is selected, the Customer receives Standard Care by default, unless otherwise agreed.

STC4. Support Term

The Support Term matches the Subscription Period in the License greement or License Agreement Renewal and renews automatically with the Software license on its renewal date or subscription anniversary date, whichever comes first. The Support Term cannot be terminated independently during the Subscription Period or its renewals, except as provided in the License Agreement, License Agreement Renewal or GTC. If the License Agreement or License Agreement Renewal terminates early, Support ends concurrently, subject to the termination provisions in the License Agreement, or License Agreement Renewal and GTC.

STC5. Service Levels

IQB provides Support according to the following service levels:

STC6. Support Packages

Support Packages (Standard Care, Enhanced Care, Premium Care) include varying levels of service, such as troubleshooting, product updates, training, and customisations. Details of each package are as follows:

1. ✓ = covered at no additional cost (within the Fair Usage limitations as specified).
2. Services not marked with a ✓ or exceeding the Fair Usage limits of Enhanced or Premium Care (e.g., additional training, customisations, or consulting) will be designated as Billable Services and charged at the Consulting Rate.
3. By default all support services will be conducted online unless otherwise requested. Onsite support services will incur additional travel related and subsistence costs.

STC7. Fees and Billing

1. Billing for Enhanced and Premium Packages is annually in advance and invoices are payable within 30 (thirty) days’ from the date thereof. Fair usage allowances are prorated for shorter periods.
2. For consulting services not covered under the Customer’s selected Support Package (Enhanced Care or Premium Care), including but not limited to services exceeding the fair usage limits of Enhanced or Premium Care or any consulting services for Standard Care customers, IQB shall charge the Consulting Rate, or the rates as provided in the License Agreement or License Agreement Renewal.
3. Consulting services requiring more than 90 minutes of effort will be quoted in advance at the Consulting Rate, subject to Customer approval, unless covered under the fair usage limits of the selected Support Package.
4. Support outside Standard Support Hours may incur a 50% surcharge, subject to IQB’s availability and prior written agreement.
5. Quotations for additional services are valid for 10 (ten) Business Days and subject to availability. Payment is due within 30 (thirty) days from invoice date, unless otherwise agreed.
6. Mileage Rates and Subsistence Rates and any other travel cost related to onsite support including travel time, will be quoted in advance.
7. The Consulting Rate is subject to annual increases in March, by a percentage equal to the average Consumer Price Index (CPI) published by Statistics South Africa for the preceding 12 (twelve) months, subject to a minimum increase of 6% or as specified in the Licnese Agreement or License Agreement Renewal.
8. The annual Fee for the selected Support Package is calculated as a percentage of the total annual license Fee, as per the relevant License Agreement or License Agreement Renewal or Order Form.
9. In the event of any change to the license Fee, the Care Package fee shall be adjusted proportionally, applying the same percentage to the revised license Fee. Any such adjustments shall be invoiced together with the corresponding license Fee adjustment and shall follow the billing terms set out in paragraph 7.1.

STC8. General Terms

1. IQB may close unresolved Support cases after 10 (ten) Business Days of no Customer response, following a reminder notice sent via the Customer Care Portal or email.
2. IQB complies with applicable Data Protection Laws when providing Support, including during system access, in accordance with the GTC.

STC9. Incorporation by Reference

These STC are subject to and incorporate by reference the IQB GTC SA or IQB GTC International and the License Agreement any License Agreement Renewal.