Support Services Agreement for AppManager, BaseManager, PipeView, FlowStation App, Mobile Access Advanced, and/or BACnet Manager Server

IMPORTANT! Issues such as those that might be encountered by a user of AppManager will be handled free of charge by Baseline’s telephone support. Support for all other issues related to self-hosted AppManager or BACnet Manager are provided under the terms of the following support services agreement.





This Support Services Agreement (the “Agreement”) is entered into by and between Baseline, Inc. (“Baseline”) and the entity purchasing support services by completing the order form included with this Agreement (the “Client”). The Effective Date of this Agreement is the date Client enters into this Agreement.  

 

Incorporation of Terms

This Agreement is subject to the terms and conditions of the Software as a Service Subscription Agreement, or the End User License Agreement, as applicable (each a “License Agreement”), which terms are incorporated herein by reference. Specifically, the following provisions of the applicable License Agreement: Term and Termination, Limitations of Liability, Warranties and Disclaimers, and General shall be incorporated herein by reference and shall govern the provision of Support Services to Client.

 

Definitions

Software” means the current object code release of one, or any combination of the following software applications provided to the Client in accordance with this Agreement and the specific activation key provided to the Client upon purchase: BaseManager, Mobile Access Advanced, BACnet Manager.

 

Software Release” means generally commercially available new releases, patches, modifications or enhancements to the AppManager, BaseManager, PipeView, FlowStation App, Mobile Access Advanced, or BACnet Manager Software.

 

Firmware” means the current operating code programmed into the read-only memory of a BaseStation irrigation controller.

 

Firmware Release” means generally commercially available new releases, patches, modifications or enhancements to the BaseStation controller Firmware.

 

Any other capitalized terms used in this Support Services Agreement not otherwise defined herein, will have the meaning set forth in the applicable License Agreement. 

 

Support Services

During the term of the Support Services Agreement, Baseline will provide expert level guidance and troubleshooting in connection with questions and issues arising from the use of AppManager, BaseManager, PipeView, FlowStation App, Mobile Access Advanced, and/or BACnet Manager. Baseline will also provide bug fixes and issue resolution.

  • Software and Firmware Releases: Baseline will give the Client access to Software and Firmware Releases (as defined above) that are issued during the term of this Agreement. Software and Firmware Releases will be available as a download upon request. Baseline will notify a contact person designated by the Client regarding the availability of new Software and Firmware Releases.
  • Installation and Updates: Support for installation of Software and Firmware, as well as Software and Firmware Releases, which includes providing guidance and troubleshooting in connection with downloading and installing, or updating the Software and Firmware.
  • Configuration Issues: Customized support for configuration issues includes troubleshooting Client’s configuration settings for existing installations on approved platforms to ensure proper operation and connectivity.
  • Basic Product Functionality Questions: Baseline experts will answer "how to" questions related to standard and intended product usage.
  • Product Defect Verification and Reporting: Bug identification and tracking.
  • Enhancement and Feature Request Submission

 

Supported Software Versions and Controller Firmware Versions

Baseline will provide support only for the most recent AppManager, BaseManager, PipeView, FlowStation App, Mobile Access Advanced, and/or BACnet Manager Software versions and for BaseStation irrigation controllers using the latest Firmware release as specified in the Release Documentation. The Client may be required to update the Software and the controller Firmware in order for Baseline to assist Client in resolving certain issues. Changes to supported versions will generally, but not always, be announced in advance through notifications sent by Email. A list of currently supported versions of the Software and Firmware is available on the Baseline website.

 

Supported Platforms

Baseline supports the use of its products only on the platforms (hardware and operating systems) specified in the Release Documentation for each product. Baseline will maintain a list of the platform requirements for each product on the Baseline website:

Supported Browser, OS, & Device Combinations for Baseline Web Applications

 

Support Services Exclusions

The following are excluded from Baseline Support obligations:

  • • AppManager, BaseManager, PipeView, FlowStation App, Mobile Access Advanced, and/or BACnet Manager Software that is used on or in conjunction with hardware or software other than that specified in the applicable documentation
  • Virus infections
  • Spam protection
  • System/server administration activities
  • Routine product maintenance (data backup, cleaning disk space, and configuring log rotation)
  • Third-party applications not provided by Baseline
  • Defects in the AppManager, BaseManager, PipeView, FlowStation App, Mobile Access Advanced, and/or BACnet Manager Software due to hardware malfunction, abuse, or improper use
  • Training, customization, integration, and any issues arising from non-standard usage of the Software

 

Fees and Payment Terms

Baseline or its subcontractor will provide the Client with the support services described herein and purchased by the Client when ordering such support services (the “Support Services”) in exchange for Client’s payment of the fees set forth in such order. 

During the Contract Term, the Client will pay to Baseline a non-refundable annual Support Fee for Support Services (“Annual Support Fee”) equal to $1,500.00 per year for each AppManager, BaseManager, PipeView, FlowStation App, Mobile Access Advanced, and/or BACnet Manager Server installed and operated by the client.

 

Client will pay Baseline the Annual Support Fees owing under this Agreement, plus any applicable sales, use, excise, or other taxes.  Client will pay all amounts due within 30 days of the date of the applicable invoice, or prior to any use of the Support Services.

 

All amounts payable under this Agreement are denominated in United States dollars, and Client will pay all such amounts in United States dollars.

 

Taxes:  Other than federal and state net income taxes imposed on Baseline, Client will bear all taxes, duties, and other governmental charges (collectively, “taxes”) resulting from this Agreement.  Client will pay any additional taxes as are necessary to ensure that the net amounts received by Baseline after all such taxes are paid are equal to the amounts which Baseline would have been entitled to in accordance with this Agreement as if the taxes did not exist.