Version 1.0 • Effective Date: August 1, 2026

1. Purpose

The purpose of this Agreement is to define and specify:

  • The support services offered
  • The software updates and patches to which the Customer is entitled
  • Target response times (Service Level Objectives)
  • Bug fixing and issue classification
  • License maintenance and re-activation procedures
  • Scope limitations and exclusions from support.

2. Covered Products

This Agreement applies to all software products developed and released by JohnGlerupProduction.dk, unless explicitly stated otherwise in the specific product description or purchase agreement.

3. Support Channels

Technical support is available through the following channels:

  • Email
  • Support contact form on the official website
  • Customer account portal (“My Account”)

Telephone support is only provided if expressly included in a dedicated enterprise or premium support agreement.

4. Scope of Support

Standard support services include:

  • Software installation guidance
  • License activation assistance
  • Troubleshooting license-related issues
  • Investigation of program bugs and errors
  • Assistance with error messages
  • General guidance regarding software features and workflows
  • Resolving compatibility or operational issues arising after updates
  • Re-downloading software installation packages
  • Re-issuing lost or misplaced license keys.

5. Exclusions from Support

Standard support does NOT cover:

  • Installation or configuration of Windows, macOS, or underlying operating systems
  • Hardware malfunctions or peripheral devices (e.g., printers, scanners)
  • Local network, router, or internet connectivity issues
  • Third-party antivirus, firewall, or security software interference
  • Third-party software applications or plugins
  • Cloud synchronization errors (e.g., Dropbox, OneDrive, Google Drive, iCloud)
  • Databases or data files modified directly by the Customer
  • Software builds or code altered by third parties.

6. Support Hours

Technical support is normally provided on business days:

  • Monday – Friday: 09:00 – 16:00 (Danish Time / CET/CEST)
  • Closed on Danish public holidays.

7. Response Times (SLA)

JohnGlerupProduction.dk aims to meet the following target initial response times:

Target response times are service objectives and do not constitute a legally binding warranty or penalty guarantee.

8. Bug Fixing and Issue Classification

JohnGlerupProduction.dk prioritizes bug fixes based on severity level:

  • Critical Bugs: The software is completely unusable.
  • Major Bugs: Core features or key modules do not operate properly.
  • Minor Bugs: Minor operational anomalies with negligible business impact.
  • Cosmetic Issues: Layout discrepancies, typographical errors, or visual glitches.

9. Software Updates

Software updates may include:

  • Bug fixes and performance patches
  • Security updates and vulnerability remediation
  • Compatibility updates for new releases of Windows and macOS
  • Performance optimizations
  • New functions and feature enhancements.

10. Versioning Policy

Software releases are categorized according to the following scheme:

  • Patch Updates: Contains bug fixes and minor patches (e.g., 1.0.1 → 1.0.2). Provided free of charge.
  • Minor Updates: Contains improvements and minor new functionality (e.g., 1.2 → 1.3). Provided free of charge to active license holders unless otherwise specified.
  • Major Versions: Substantial releases containing extensive new features, structural overhauls, or technological changes (e.g., 1.x → 2.0). May be subject to paid upgrade pricing.

11. Lifetime Licenses

If the Customer has purchased a Lifetime License, it applies indefinitely to the specific major version specified at the time of purchase. A Lifetime License does not automatically entitle the Customer to future major version upgrades (e.g., v2.0), unless expressly stated in the product description.

12. Subscription-Based Licenses

If the software is purchased on a subscription basis, the active subscription includes:

  • All software updates (including major versions)
  • Continuous technical support
  • Access to the latest available software release
  • Active license activation rights.

Upon expiration or cancellation of a subscription, the Customer’s access and usage rights shall be governed by the specific subscription terms.

13. License Activation and Transfers

When replacing or upgrading computer hardware, licenses can normally be re-activated on the new machine. JohnGlerupProduction.dk reserves the right to request proof of purchase (such as license key, order number, or date of purchase). In cases of suspected abuse or unauthorized distribution, additional documentation may be required.

14. Software Reinstallation

Customers may re-download installation files at any time via their customer account portal, provided the product remains supported and the customer account is active.

15. Support Duration

Unless explicitly stated otherwise, technical support is provided for a minimum of 24 months from the product’s initial general release date. JohnGlerupProduction.dk may extend this period at its sole discretion.

16. Product Lifecycle (EOS, EoS, EOL)

Over time, software products progress through the following lifecycle milestones:

  • End of Sale (EOS): The software is no longer available for new purchases.
  • End of Support (EoS): Technical support and troubleshooting are no longer offered.
  • End of Life (EOL): The software is retired and no longer maintained or patched.

Lifecycle announcements will be published on the company’s official website.

17. Customer Responsibilities

The Customer is responsible for:

  • Maintaining regular and secure data and database backups
  • Promptly installing published software and security updates
  • Operating the software on supported versions of Windows or macOS
  • Safeguarding and maintaining the confidentiality of license keys
  • Ensuring a functioning internet connection during license activation.

18. Remote Support

By mutual agreement, JohnGlerupProduction.dk may provide remote desktop support. Remote support is conducted strictly with the Customer’s express consent, and the Customer may terminate the remote session at any time.

19. Limitation of Liability

JohnGlerupProduction.dk shall not be held liable for loss of data, loss of revenue or turnover, indirect or consequential damages, lost profits, or defects resulting from third-party software incompatibilities or unauthorized modifications made by the Customer.

20. Contact Information

  • Company: JohnGlerupProduction.dk
  • Support: support@johnglerupproduction.dk
  • Website: https://www.johnglerupproduction.dk

21. Amendments

JohnGlerupProduction.dk reserves the right to amend these maintenance and support terms. The latest version will always be published on the website, and customers will be notified of material changes where appropriate.

22. Governing Law and Jurisdiction

This Agreement is governed by and construed in accordance with Danish law. Any disputes arising out of or in connection with this Agreement shall be resolved by the Danish courts, unless mandatory statutory consumer protection legislation provides otherwise.

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