Support and maintenance

Article 15

SCOPE OF SUPPORT

15.1. Support is provided only for GeoMind One units acquired directly from GEOVAST 3D or from authorized channels.

15.2. Unless otherwise agreed in writing, standard support by email (ponciano@geovast3d.com) is included for twelve (12) months from Delivery, on a best efforts basis. This support covers the GeoMind platform and the officially supported workflows as described in the Documentation, to the exclusion of any other use. It may include: (a) basic troubleshooting; (b) installation guidance; (c) configuration assistance; (d) update guidance; (e) diagnostic review; (f) clarifications on the Documentation.

Article 16

NO SERVICE LEVEL COMMITMENT

Unless a separate service level agreement is signed, GEOVAST 3D does not guarantee any response time, resolution time, availability rate, emergency support, on site intervention, remote monitoring or continuous maintenance.

Article 17

EXCLUDED SERVICES

Unless expressly agreed in writing, support does not include: (a) custom software development; (b) model fine tuning; (c) clinical validation; (d) legal or regulatory validation; (e) cybersecurity audit; (f) network administration; (g) firewall configuration; (h) VPN setup; (i) backup management; (j) data cleaning; (k) recovery of lost data; (l) third party software support; (m) support for modified systems; (n) support for unauthorized deployments; (o) training of all the Customer staff.

Article 18

REMOTE ACCESS

18.1. Remote access support is provided only if expressly agreed between the Parties.

18.2. The Customer is responsible for authorizing, supervising, logging and terminating remote access.

18.3. The Customer must not give GEOVAST 3D access to personal data, patient data, confidential or sensitive data, unless a separate DPA is in place.

Article 19

UPDATES

19.1. GEOVAST 3D may provide updates, patches, configuration changes, model changes or security improvements.

19.2. The Customer is responsible for the decision whether to install updates and for the timing of their installation. Where the Product is used offline, the Customer is responsible for retrieving and applying the updates manually, including security updates.

19.3. Subject to article 20, GEOVAST 3D is not responsible for problems caused by the failure to install updates, by unauthorized updates, by incompatible custom configurations or by third party changes.

Article 20

SUPPORT PERIOD AND SECURITY

20.1. GEOVAST 3D sets a support period for the Product of twelve (12) months from Delivery (the "Support Period"), during which GEOVAST 3D uses its best efforts to make available the necessary security updates.

20.2. GEOVAST 3D implements vulnerability handling and ensures the reporting obligations incumbent on it as a manufacturer under the applicable regulation on the cybersecurity of products with digital elements.

20.3. GEOVAST 3D recommends that the Customer install security updates without delay. The Customer remains responsible for their actual installation.

Article 21

END OF SUPPORT

At the end of the Support Period, or for old versions, discontinued models, unsupported hardware, obsolete dependencies or modified systems, GEOVAST 3D may discontinue support.