DISPL Technical Support Policy  

1. SCOPE OF APPLICABILITY

1.1 These DISPL Technical Support Policy (hereinafter "DISPL TSA" or the "Policy") govern the provision of customer support and maintenance services (the “Services”) for all DISPL Software and Services related to the Software. This DISPL TSA outlines the maintenance and technical support services provided by DISPL (the Vendor) to the User (as defined below in the DISPL TSA), for DISPL Software and Services related to the Software.

1.2 The DISPL TSA is an integral part of the respective DISPL Contract for the provision of DISPL Software and Services related to the Software (hereinafter – the Contract with DISPL) and remains in force as long as the Contract with DISPL is active. It shall enter into force on the Effective Date of the Contract with DISPL and shall be deemed automatically terminated as of the date of termination or cessation of the Contract with DISPL.

1.3 The DISPL TSA applies regardless of any conflicting, contrary, or additional terms and conditions in any purchase order or other communication from you. No such conflicting, contrary, or additional terms and conditions shall be deemed accepted by us unless and until we expressly confirm our acceptance in writing.

2. Terms and abbreviation

Basic Support services - shall mean the standard level of support provided by DISPL to the Partner during the Subscription Period, in accordance with the terms of the selected subscription Tariff Plan. Basic Support Services include the following during Standard Support Hours:

• Receiving Requests via Help Desk Portal, providing responses and solutions according to paragraph 6 ‘Response Times’ and paragraph 8 ‘Request priority by feature’.
• Escalating Issues to the development team and subsequent bug fixing for cases where the issue is confirmed.
• Occasional video calls or remote access sessions that are agreed upon by the client and the support team in advance to discuss critical Issues.

The availability, response time, and extent of Basic Support Services shall be determined by the Tariff Plan chosen by the Partner. Any additional support services beyond the scope of Basic Support Services may be subject to separate agreements and fees, as mutually agreed upon in writing between DISPL and the Partner.

Changes in the Software - shall mean the right of DISPL at its sole discretion to develop and make available in or remove from the Software features, functions, elements, APIs and/or components, change content of the Software distribution, including bug fixes and minor adjustments to functionality of the Software, subject to the Software meeting the declared functionality, specified in the Documentation; All Changes in Software will be officially announced and documented on the DISPL website, accessible at https://support.displayforce.ai, within the designated support section.

Customer/Company/Partner/Client - shall mean a corporation, limited liability company (LLC), partnership, sole proprietorship, or any other legal or business entity, as well as a natural person acting as an entrepreneur, self-employed individual, or business operator, which: (a) is interested in licensing the DISPL Software by entering into a Contract with DISPL; (b) has obtained the right to use DISPL Software and Services related to the Software under a Contract with DISPL, including an authorized distributor and/or reseller of DISPL Software and Services related to the Software, and has procured the necessary licenses for the end-user to use DISPL Software and Services related to the Software under the terms of the Contract with DISPL, CEU, and EULA.

Corrective Actions shall mean a timeframe required to eliminate problems or complete tasks.

Certified Professional shall mean a natural person who possesses the necessary skills and knowledge regarding the installation, configuration, and operation of the DISPL Software, has completed a DISPL-maintained certification program, and holds a valid DISPL certificate) may provide End Users with services ("Technical Services") related to the installation, configuration, and operation of the DISPL Software under a Technical Service Agreement (TSA), provided that such Certified Professional has an agreement with the Partner, which is a Customer, Company, or Partner as defined herein.

DISPL Software shall mean "DISPL" Software and Services related to the Software which consists of DISPL programs including, but not limited to, “DISPL Player”, “DISPL Manager” and “DISPL Designer” where “DISPL Manager” is designed as a controller program for one or more “DISPL Players”. The specific designation of the licensed product, including its tariff, extensions, and other description, is determined by the parties to Contract with DISPL in relevant annexes thereto.

Documentation means DISPL's standard manual related to use of the Software, available at https://support.displayforce.ai/hc/en-us/categories/6372077139869-User-s-Manual. Partner may use the Documentation solely as necessary to support End-Users’ use of the Software.

End User Price List shall mean the official document maintained by DISPL that details the retail prices for all DISPL products available to End Users (including Tariff Plans), as updated periodically, and which can be accessed DISPL Website or Partner`s Portal.

Error - shall mean a verifiable and reproducible failure of the Software to conform in any material respect to the specifications for the Software under conditions of normal use or a failure of the Software to conform to the established requirements for functionality, described in the Documentation for the Software. Its resolution typically involves a code modification, patch, or system reconfiguration.

Help Desk System - shall mean a software that allows automating Vendor’s support services by allows Users to create support requests, view their status and request processing history, and add comments to requests.

Initial Response shall mean a timeframe required to classify the User's request and determine how to resolve the issue. Response time does not include time for provision of remote access.

Initial Reaction - shall mean the response of a Vendor’s support specialist to a Request created in the Service Desk System. Technical support service specialists should analyse the received questions and accept them for work or request clarifying information.

Incident – shall mean an unplanned interruption or degradation of a software service or component, requiring immediate attention to restore functionality to the user or customer. It represents a deviation from the expected or agreed-upon operational state. Usually, requires immediate attention.

Issues - A recognized concern, problem, or question related to the software, its functionality, or its use. It may or may not require a code change or immediate resolution, but it necessitates investigation or tracking.

Premium Support services - shall mean an enhanced level of support provided by DISPL to the Partner during the Subscription Period, in accordance with the terms of the selected subscription Tariff Plan and additional agreed with the Partner. These services include, but are not limited to, the following: the scope may be reduced or expanded and agreed upon separately with the Partner:

• Priority Technical Support – The Partner receives expedited technical support services with prioritized response times for issues related to the DISPL licensed Software, as defined in the applicable subscription Tariff Plan.
• Dedicated Consultation Services – The Partner is entitled to in-depth consultation services regarding the implementation, optimization, and advanced functionalities of the DISPL licenses, in accordance with the chosen Tariff Plan.
• Extended Availability – Premium Support Services may include extended service hours, weekend support, or 24/7 assistance, subject to the terms of the Tariff Plan.
• Proactive System Monitoring & Maintenance – DISPL may provide proactive monitoring, regular system health checks, and preventive maintenance to ensure optimal performance of the DISPL Software and Services related to the Software.
• Account Management & Escalation Support – The Partner may be assigned a dedicated account manager or receive escalation support for critical incidents, ensuring swift resolution of high-priority issues.
• Dedicated Teams Channels - Secure, role-based communication spaces within the DISPL team, restricted to authorized personnel and, where applicable, designated customer representatives under the Contract with DISPL. Access, usage, and data within these channels are governed by DISPL policies, applicable laws, and confidentiality obligations, including but not limited to, the DISPL’s Information Security Policy, Privacy Policy, and the Contract with DISPL, if applicable. DISPL reserves the right to monitor, audit, and manage access and data retention within these channels at its sole discretion.

Providing Target Solution/Answer/Response shall mean a qualified answer and/or a mutually acceptable technical solution, provided by the Vendor to the User. The target resolution time does not include time for provision of remote access and waiting for additional information requested from the User. 

Requests refers to a formal inquiry or request made by a User or Partner to obtain assistance, clarification, or resolution of an issue, in accordance with the terms and conditions outlined in this DISPL TSA.  Request Types: 1) Consultation: a request for professional advice or guidance regarding the use, configuration, or functionality of a product or service. 2) Incident. 3) Issues 4) Error.

Software Updates ((or Patches) shall mean enhancements, developments or modifications to Software, including the Changes in the Software and security patches, which refer to a set of changes that fix or improve performance and usability of the Software or fix critical security vulnerabilities; All Software Updates ((or Patches) will be officially announced and documented on the DISPL website, accessible at https://support.displayforce.ai, within the designated support section.

Software Upgrades shall mean a new version, Software Updates, or upgrades of the Software in object code format, the Changes in the Software that extend and complement the core functionality of the Software; All Software Upgrades will be officially announced and documented on the DISPL website, accessible at https://support.displayforce.ai, within the designated support section.

Support Portal shall mean a website located at https://support.displayforce.ai/ that contain resources for Vendor’s support services such as Help Desk System and knowledge base for Vendor’s products and services.

Subscription shall mean a part of DISPL End User Price List which specifies Partner`s authorized scope of use and distribution rights for the Software (for Kits Product it may include a right to order the Goods along with Software), based on the Order and/or Addendum of adherence and/or other Annex, which may include: (a) number and type of authorized End Users or devices, (b) numbers of licenses, copies or instances (for software), (c) Subscription Term or (d) other restrictions or billable units;

Service Levels shall mean the performance standards, response times, and support commitments DISPL adheres to when addressing Incidents, Errors, and other technical issues related to DISPL Software and Services related to the Software. Service Levels determine:

• Response Times – The timeframe in which DISPL acknowledges and classifies User requests.
• Providing Target Solution/Response – The timeframe for resolving an Incident or providing a workaround.
• Corrective Actions – The timeframe for fully eliminating technical problems. 

Technical Service Agreement (TSA) shall mean the service level agreement which the Partner may conclude with End User under written consent of DISPL in connection with technical support and maintenance and other professional services related to implementation, installation of the Software, as well as other professional services related to the Software; 

User (or End User) - shall mean a corporation, LLC, partnership, sole proprietorship, or any other legal or business entity, as well as a natural person acting as an entrepreneur, self-employed individual, or business operator, which: (a) is interested in licensing the Software by entering into an EULA; or (b) has entered into the CEU and EULA. An End-User shall also include any Customer, Company, Partner, or individual who uses the Software on behalf of the Customer, Company, or Partner, or through their account or passwords, whether authorized or not, including, without limitation, the Customer’s, Company’s, or Partner’s Clients. 

Vendor - shall mean DISPLAYFORCE GLOBAL LIMITED, a company governed and construed under the laws of the Republic of Cyprus, having its registered office at 1 Iapetou Str, 4101 Agios Athanasios, Limassol, Cyprus, registered in the register of the Ministry of Energy, Commerce and Industry Department of Registrar of Companies and Intellectual Property under the number HE433772.

1. Scope of Services

Vendor shall provide the following services:

• Software Maintenance: Vendor shall ensure the continued functionality and reliability of the Software by delivering regular Updates, bug fixes, patches, and enhancements as necessary.

• Technical Support: Vendor shall offer timely assistance and troubleshooting to address any Requests related to the DISPL Software during support hours, as outlined in this DISPL TSA.

   

1. Authorised Maintenance and Technical Support
   1. Subject to explicit authorization from DISPL, the Partner may provide maintenance and technical support services for similar services in connection with DISPL Software and Services related to the Software. Such authorization does not grant the Partner the right to make modifications, implement custom integrations, or create derivative works, unless expressly agreed in writing by DISPL.
   2. DISPL shall provide the Partner with the necessary and reasonable Consultation Services and Technical Support related to the installation, configuration, and operation of the DISPL Software, in accordance with this Policy and the terms of the selected subscription Tariff Plan.

   3. Technical Support Services shall be subject to additional payment unless they are explicitly included within the scope of Basic Support Services in accordance with this Policy or Premium Support Services under the applicable Tariff Plan. Any additional support services beyond the defined scope shall be paid by the Partner in accordance with the applicable DISPL fee structure, unless otherwise agreed by the Parties in a separate Annex to the DISPL Contract.

       

2. Certified Professionals and Technical Service Agreement (TSA)

1. This section outlines the requirements, qualifications, and scope of activities for Certified Professionals authorized to provide Technical Services related to the installation, configuration, and operation of DISPL Software. It also establishes the framework for the Technical Service Agreement (TSA), which governs the provision of such services to End Users. 
2. Certified Professionals must meet specific certification criteria set by DISPL and maintain a valid DISPL certificate to be eligible to offer Technical Services. The TSA defines the terms under which these services may be rendered, ensuring compliance with DISPL standards and contractual obligations between the Certified Professional, the Partner, and the End User.
3. To ensure consistency and compliance with DISPL's quality standards, DISPL recommends a standard TSA template. While the Partner may enter into a TSA with a Certified Professional based on mutually agreed terms, the TSA should align with DISPL's recommended structure to maintain uniform service quality and adherence to DISPL's technical and operational requirements

3. Certified Professionals Register

Public Register of Certified Professionals

DISPL will maintain a public register of Certified Professionals, which may be accessed by:

• Partner
• DISPL
• DISPL’s other contractors
• DISPL’s Affiliates
• End Users

Obtaining Certified Professional Status

• If a Partner wishes to obtain Certified Professional status for its employee, DISPL will provide: 
  • Information on certification requirements
  • Further steps to complete DISPL’s certification program
  • The applicable certification fee

Certified Professional Engagement Termination

• Upon termination of engagement between a Certified Professional and a Partner (howsoever occasioned) ("Certified Professional Engagement Termination"): 
  • The Partner shall no longer have the right to execute new TSAs with the departing Certified Professional.
  • Any TSAs executed by the Partner before the termination shall remain valid and must be fulfilled under their existing terms and conditions.
  • The Partner may engage a new Certified Professional who meets DISPL’s certification requirements to continue providing Technical Services under new TSAs, ensuring service continuity for End Users.
  • However, the Partner shall have no right to extend the term of such TSAs with the departing Certified Professional.

DISPL reserves the right, at its sole discretion, to exclude or otherwise limit the list of services that may be provided under a TSA.

3.2.5. Restrictions on the TSA:

1. No Representations or Warranties from DISPL

• Under no circumstances shall the TSA include any express or implied representations, warranties, liabilities, or guarantees from DISPL regarding the DISPL Software and Services related to the Software.
• This includes, but is not limited to, conditions of merchantability, fitness for a particular purpose, title and non-infringement, absence of viruses or code defects, availability, timeliness, quality, stability, accuracy, completeness of services or DISPL Software and Services related to the Software, and any results obtained by using the Software.

2. Restrictions on Modifications and API Usage

• The Partner shall have no right to make any adaptations, modifications, derivative works, or any other modifications to the Software under the TSA, except as expressly permitted by DISPL in writing. 
• Furthermore, the Partner shall have no right to access, integrate, or otherwise use any APIs, including but not limited to DISPL APIs, to modify, extend, or create derivative functionalities of the DISPL Software, unless such access and use are expressly authorized by DISPL in writing and comply with the applicable API usage terms and conditions set by DISPL.

3. No Unauthorized Use, Sub-Licensing, or Distribution

• The Partner shall not copy, lease, repackage, share, sublicense, or otherwise distribute DISPL Software or any part thereof under the TSA, except as explicitly permitted under the applicable agreement with DISPL.
• The Partner shall not provide Software passwords or other login information to any third party, except End Users explicitly authorized under the applicable agreement.
• Service Performance for Support Services.
  1. Service Requests

Helpdesk support will be available during workdays for Basic Support Services from 9:00 AM to 11:00 PM EET (Eastern European Time, UTC+2) / EEST (Eastern European Summer Time, UTC+3, during daylight saving time)  (Cyprus time zone) (the “Standard Support Hours”) through email and Help Desk System. For Premium Support Services: Support hours may be extended or separately agreed upon between the Parties.

Initial Response Time: The timeframe required to classify the User's request and determine how to resolve the issue.

• For Critical Incidents, the Initial Response Time shall not exceed 1 hour.
• For Non-Critical Incidents, the Initial Response Time shall not exceed 4 hours
  1. Maintenance and Upgrades
     1. DISPL follows a policy of performing maintenance work and software Updates (the “Regular Updates & Minor Adjustments”) at least twice a month during periods of lower activity, known as off-peak hours. These scheduled maintenance activities apply exclusively to DISPL SaaS solutions and are intended to minimize disruptions to Users.  
     2. DISPL notifies Users about upcoming maintenance in advance via the Support Portal, email notifications, or other designated communication channels. The standard notice period for scheduled maintenance is at least 48 hours, unless urgent maintenance is required to address critical security or operational issues, in which case DISPL will provide notice as soon as reasonably possible.
     3. Software Changes Only DISPL is authorized at all times to implement Changes in the Software, either at its sole discretion for any reason or upon a substantiated request from the Partner. DISPL may revise and modify the features and functions of the DISPL Software at any time, provided no such modification materially reduces the declared functionality as specified in the Documentation, unless such a reduction is required to comply with applicable laws or regulatory requirements.

The frequency of Software Changes (as defined) depends on the nature and purpose of the modification:

1. Regular Updates & Minor Adjustments – At least twice a month, in accordance with the standard maintenance schedule for DISPL SaaS solutions, typically performed during off-peak hours to minimize disruptions.
2. Security Patches & Critical Fixes – As needed, based on urgency, with priority given to resolving security vulnerabilities and critical issues.
3. Feature Enhancements & Functional Expansions – Periodically, based on DISPL’s product roadmap, market demands, and Partner/User feedback.
4. Major Software Upgrades – At DISPL’s discretion, typically aligned with major release cycles, with advance notice provided to Users via the Support Portal or designated communication channels.
   1. Software Updates

Unless agreed otherwise DISPL has no obligation to provide Partner and/or End Users with Software Updates except for Security Patches & Critical Fixes and patchers that correct errors in the Software functionality, described in the paragraph 8 of this Policy. If provided, Software Updates may be subject to additional fees, unless explicitly included in the Partner’s selected subscription Tariff Plan or otherwise agreed in writing between the Parties.

1. Software Upgrades. 

Unless agreed otherwise DISPL has no obligation to provide Partner and/or End Users with Software Upgrades. If provided, Software Upgrades may be subject to additional fees, unless explicitly included in the Partner’s selected subscription Tariff Plan or otherwise agreed in writing between the Parties.

1. Software Version Support Lifecycle
   1. General Support Period
2. Each Major Software Upgrades or major version of the Software will be supported by DISPL for a period of two (2) years from its official release date (the “Support period”), unless otherwise agreed in writing. 
3. For any new purchases of DISPL Software licenses made during the support period of a Major Software Upgrade or major version, support shall be provided as part of Basic Support Services at no additional cost for the remainder of the support period, unless otherwise agreed in writing.
   1. Extended Support
4. At its sole discretion, DISPL may offer Extended Support for an additional fee. The availability, pricing, and exact scope of Extended Support shall be determined solely by DISPL and may vary based on the specific Software version and contractual agreements with the Partner.
5. Extended Support includes:

- Security Patches & Critical Fixes - DISPL will continue to release security updates and critical fixes to address vulnerabilities and ensure the stability of the supported version; and

- Limited technical assistance - The Partner and/or End Users may receive restricted access to Technical Support, subject to the scope and limitations defined by DISPL,

but excludes:

-  new Feature Enhancements & Functional Expansions - no additional functionality will be introduced; 

- Major Software Upgrades - Extended Support does not grant access to new major versions of the Software.

1. Terms of Technical support 

The User shall submit a request through the Support Portal in accordance with Clause 3.1 of this Policy, describing the encountered Error or Incident related to the performance of the DISPL Software. Each request shall address a single question, Incident description, or task statement to ensure efficient processing within the Service Desk System.

In the event of opening a High and Urgent priority Incident, the applicant is required to provide the following information:

• Provide a rationale for the selected priority.
• Send contact information.
• Describe the problem situation and the steps to reproduce it, or the actions that led to the Incident.
• Provide remote access.
• Set off the time for diagnostic work on their devices. 

In accordance with the criteria specified in this paragraph, the technical support agent is permitted to alter the priority of the request according to paragraph 8 of this Policy.

1. Response times

Request processing is carried out by the Vendor with the following conditions:

1. Service Incident categorization and timelines for solutions hosted on DISPL hardware

* The Follow-up interval can be changed by agreement

1. Service Incident categorization and timelines for solutions hosted on DISPL Certified hardware

* The Follow-up interval can be changed by agreement

1. Service Incident categorization and timelines for solutions hosted on third party hardware

* The Follow-up interval can be changed by agreement

All terms for the provision of technical support services by the Vendor are shifted in proportion to the delay in the provision of remote access and the information requested by the Vendor from the User.

1. Contact for technical support desk

The User has the right to request technical support in any of the following ways:

  
Requests are processed by the technical support service in the order in which they are received. High priority requests that require urgent attention can be processed out of order. 

When sending a request to the Vendor, the User shall mention the following information:

• Description of the Request;
• Priority;
• Steps to the reproduce this issue;
• Description of the output scenario to the issue;
• Exact text of error messages generated by the Software and diagnostic data;
• Technical information about the device.
  1. Request processing and resolution order

The request is resolved in any of the following cases:

1. The User confirms that the request has been resolved.
2. The technical support service provides the User with an update fixing the bug in Software or gives a qualified answer.
3. The technical support service does not receive clarifying information or other information from User within three (3) business days from the moment of requesting additional information.

Request processing may be delayed or deemed unreasonable, excessive, or unrelated to standard Software usage. Such cases may include, but are not limited to:

1. A bug or problem with the software cannot be reproduced on the hardware and software of the Vendor, while the User has not provided remote access to the software to investigate the problem.
2. The User cannot provide enough information to solve the problem.
3. Bugs or problems with software are the result of:
4. Software use with hardware or software not intended for use with operating systems approved by the Vendor: 
5. Software use not in accordance with the documentation for the Software and/or Agreement.
6. Excessive, repeated requests regarding the same resolved issue.
7. Requests aimed at exploiting DISPL’s or DISPL’s hardware infrastructure in a manner inconsistent with standard Software operations.
8. Attempts to gain unauthorised access to DISPL’s systems or software components beyond what is granted by the License.

The technical support service does not process requests regarding following issues:

1. Issues not related to the Software operations.
2. Installation and configuration of third-party software.
3. Bugs in third-party software, including system software.
4. Bugs in the operation of the infrastructure (both hardware and virtual).

1. Technical support lines

The parties agreed to determine the following list of duties (actions) performed on each of the technical support lines. 

Line 1 – on the Customer’s/Partner’s side

• Request processing and registration
• User Consultation on the regular Software functionality 
• Uploading content to the platform
• Project configuration 
• Software Configuration using the standard interfaces
• Escalation of calls to the 2nd line

Line 2 – on the Customer’s/Partner’s side

• Request registration based on data from monitoring systems (Player side)
• Diagnostics of Software operations (Player side)
• Diagnostics of Software in case of failures (Player side)
• Diagnostics of the hardware (Player side)
• Updating/replacing obsolete hardware components (Player side)
• Software components update (Player side)
• System software update (Player side)
• Connection of broadcasting points to Software
• Checking content for compliance. 
• Organization of remote access to Software nodes
• Elimination of typical incidents.
• Elimination of consequences of incidents, applying standard solutions.
• Application of recommendations or instructions to eliminate/prevent incidents.
• Provision of diagnostic information to the 3rd support line when a request is escalated to it and upon request from the 3rd line.
• Escalation of calls to the 3rd support line.

Line 3 – on the Vendor’s side

• Request registration based on data from monitoring systems (DISPL SaaS Only)
• Diagnostics of Software operations (DISPL SaaS Only)
• Diagnostics of Software in case of failures (DISPL SaaS Only)
• Diagnostics of the hardware (DISPL SaaS Only)
• Updating/replacing obsolete hardware components Maintenance of service software in SP (OS, DB, Webserver, etc.) (DISPL SaaS Only)
• Elimination of complex incidents.
• Performing tasks to eliminate the consequences of incidents requiring non-standard solutions. 
• Analysis of the incident causes
• Registration of problems when detecting defects in Software
• Transfer to the 2nd line of instructions or recommendations to eliminate/prevent the incident
• Escalation of issues to the 4th line. 

Line 4 – on the Vendor’s side

• Bug fixes.
• Publication of updated Software modules.
• Elimination of mass incidents by making changes to the server components of the Software.
• Limitation of the SLA 

The SLA expressly excludes the following: 

1. Training.
2. Consulting services.
3. Visiting the User’s location.
4. Deployment of the Software.
5. Technical support, consultation or problem resolution pertaining to software applications other than those supplied by the Vendor.
6. (f) Resolution of issues arising from user negligence, including but not limited to incorrect data entry, use of altered data or source code, and failure to follow vendor instructions.
7. Utilization of the software on an operating environment or hardware that differs from the environment for which the software was designed.

Upon the agreement of both parties, Vendor may provide additional Services to the Customer or/and User from time to time at the rates applicable at the time. These services may include (without limitation):

1. additional training of the User's personnel.
2. detailed assistance applying the software to a specific project.
3. development of enhancements to the Software for the User's specific use.

Until the price and terms for such additional Services is agreed in writing by the parties, Vendor will not be obligated to provide the additional services to the Company or User. These services will be provided under a separate agreement.

Version Support Limitation

• The SLA applies only to Software versions actively supported under the Software Version Support Lifecycle policy.
• The Vendor does not guarantee support for versions that have reached End of Support (EoS).
• If the User continues to operate an EoS version, they do so at their own risk, and support requests may be declined or require an Extended Support Agreement.

Exclusions Related to the Technical Service Agreement (TSA)

The SLA does not extend to any services provided under a Technical Service Agreement (TSA) between the Partner and End Users. DISPL shall not be liable for any actions, services, commitments, or warranties provided by the Partner or Certified Professionals. Any support, consultation, or configuration services provided under a TSA are outside the scope of this SLA and shall be governed solely by the agreement between the Partner and the End User.

Certified Professional Status & TSA Execution Limitations

• The SLA does not cover any issues related to Certified Professionals' certification, engagement, or termination.
• The Partner is responsible for ensuring that all TSAs are executed only when at least one Certified Professional is engaged with the Partner unless a higher minimum number of Certified Professionals is required under the Partner Program terms or as otherwise agreed in writing with DISPL.

Request priority by feature

1. Amendment of DISPL TSA

DISPL may update the DISPL TSA from time to time for legal or regulatory reasons, to maintain compliance with industry standards, or to ensure the proper operation of the DISPL Software and Services related to the Software.

DISPL reserves the right to amend the DISPL TSA at any time. Any modifications will take effect thirty (30) calendar days after a notification is posted on our official website. DISPL will make reasonable efforts to ensure that any changes do not materially worsen the conditions compared to the current version, unless such changes are required by applicable law.

Notwithstanding the foregoing, in certain cases (e.g., to comply with legal requirements, address security vulnerabilities, or implement necessary operational changes), DISPL may specify that such modifications take effect during the Partner’s then-current Subscription Term.

The Parties may conclude a separate written agreement to amend certain provisions of the DISPL TSA or to establish alternative terms. From the date of execution of such an agreement, it shall become an integral part of the Сontract with DISPL.

Version May 8,2025

Previous Version  March 15, 2025