Post purchase support and updates
Support and knowledge transfer
After the source code transfer, SDK.finance provides 6 months of complimentary support to ensure smooth integration and successful customization. Here’s what the support includes:
- Weekly support calls
Weekly calls, each lasting 1-2 hours, are held at mutually agreed times. These calls are designed to address your questions and concerns regarding the SDK.finance software. We request that a list of topics or issues be shared with us at least two days before each call to ensure a productive discussion. - Knowledge transfer
During the support period, we assist your team in fully understanding the SDK.finance software’s components and structure. This knowledge transfer can occur during scheduled support calls or at separate, mutually agreed times.
Scope of support
The support is limited to issues related to SDK.finance software functionality and does not cover general platform training, customizations, feature development, or third-party integrations.
Beyond the initial 6-month period, support services can be extended for a monthly fee, payable in advance.
Defect fixing
SDK.finance provides defect fixing services for the first 12 months after source code transfer, focusing on critical and security-related issues.
Scope of defect fixing
Defect fixing services are limited to Blocker and Critical Defects related to SDK.finance software. Non-critical bugs, feature requests, customizations, and issues related to third-party modifications or integrations fall outside the free-of-charge services. Additional support for these items can be arranged as needed.
Workflow in case of defects found
- Your team should report a defect to us and provide detailed information about the nature and impact of the defect/bug found.
- We will respond within one business day and make efforts to resolve the issue, sharing initial findings and expected timelines with you. Typically, fixes are completed within five business days (extendable to ten if necessary).
- In cases where defects stem from third-party tools, we will work with you to minimize impact through possible solutions like reverting to a previous version or awaiting third-party updates.
Vulnerability management
To maintain system security, SDK.finance provides vulnerability fixing services for 12 months from the source code transfer date, covering software weaknesses that may compromise system security, integrity, or availability.
Scope of vulnerability fixing
The free-of-charge services are limited to the vulnerabilities found within our software that could potentially be exploited by malicious actors to compromise security, integrity, or availability. This includes weaknesses or coding errors in our software itself.
However, vulnerabilities resulting from modifications, third-party integrations, misuse, improper configurations, or operation in unsupported environments fall outside this service.
Workflow in case of vulnerabilities found
- If your team identifies a vulnerability, please notify us in writing, providing comprehensive details about the vulnerability’s nature, severity, and potential impact.
- We will use commercially reasonable efforts to investigate, analyze, and address reported vulnerabilities within the agreed-upon timeframe. We’ll also provide recommendations to help minimize the vulnerability’s impact on your systems during this process.
Software updates and upgrades
We provide ongoing updates and upgrades to maintain the software functionality and compatibility:
Updates
Updates include minor enhancements, bug fixes, and patches designed to improve software performance. They are delivered directly to your GitLab repository or via email, along with detailed release notes describing the changes.
Upgrades
Major enhancements or substantial revisions (if available) will be provided to you as per agreement terms.
While we supply these updates, they are optional and your team is responsible for merging them with your codebase, performing any necessary testing, and addressing any merge-related issues.