Altivane Support and Maintenance Policy

1. About this policy

This policy says what support and Updates we give for Altivane, how to ask for support, and what you do in return.

1.1 This policy is published by Altivane, ABN 69 757 987 800 ("we", "us", "our"). It applies to each person or organisation that holds a Licence under the Altivane end user licence agreement (the "EULA") ("you", "your"), and to partners as clause 1.4 says.

1.2 It applies while your Licence term runs. A trial, evaluation or beta test licence (EULA clause 2.6) gets help by email where we reasonably can, without the response targets in clause 5.

1.3 This policy forms part of the EULA (EULA clause 15.6). It prevails over the EULA on how support works, its response targets and which versions we support, and the EULA prevails on everything else. Where one of them gives you a right the other does not, you have that right.

1.4 The Altivane data processing and security statement (the "Data statement") prevails over this policy on how we handle and protect Personal information and the other data we hold, Support Data included, and on security. For a partner under the Altivane MSP partner and reseller agreement (the "MSP agreement"), this policy applies to its Partner Licences, and clause 9 (Support) of the MSP agreement prevails over it.

1.5 Altivane runs on your computer, against 1 Tenant at a time. We do not host it, and we receive Tenant data only when you send it to us (clause 10). So support is advice and fixes: we help you use Altivane, fix faults in it and make Updates available.

1.6 Nothing in this policy excludes, restricts or changes any right or remedy you have under the Australian Consumer Law, or any other law, that cannot lawfully be excluded, restricted or changed. Clause 11 says more.

2. Defined terms

Words the EULA defines mean the same here, and this policy adds a few of its own.

2.1 Words defined in clause 1.1 of the EULA mean the same in this policy. They include Activation, Authorised user, Business day, Documentation, Fees, Licence key, Licence term, Licensing service, Order, Personal information, Privacy Act, Seat, Tenant, Tenant data, Third-party service, Update and Update service. This policy adds these:

2.2 "Including" and similar words do not limit what comes before them. Headings, and the sentence under each heading, are summaries only and do not bind anyone; the numbered clauses do. A clause number on its own means a clause of this policy, and "EULA clause" means a clause of the EULA.

3. What support covers

Support is help to install and use Altivane, and fixing faults in it, while your Licence term runs. It is included in the Fees.

3.1 Support covers:

1. installing Altivane with the Setup program or the Windows Installer package, activating it with the Licence key, deactivating it, and moving a Seat to another computer;
2. adding a Tenant and connecting to it, including the app registration, certificate sign-in, renewing a Tenant's certificate before it ends, and the access you choose;
3. using the features the Documentation describes: the Explore pages and their changes, reports and scorecard checks, Word and Excel documents and their templates, AI summaries, workflows and the sample workflows, Blueprints and Build with AI, the change log, and runs from the command line or a schedule;
4. looking into an Incident and, where the fault is in Altivane, giving a fix, a Workaround or an Update;
5. licence and activation problems, such as a Licence key that will not activate or a Seat to free; and
6. questions about what Altivane reads, changes, keeps and sends.

3.2 We give support remotely, in English, by email, and by screen sharing when you invite us (clause 10.5). We never sign in to your Tenants or run Altivane for you.

3.3 Support, and the Updates released during your Licence term, are included in the Fees, unless your Order says otherwise (EULA clause 6.3). There is no separate support fee.

3.4 Work outside this clause is not support, such as training, setting up Tenants, writing workflows, Blueprints or report templates for you, or consulting. We may quote for it (clause 8.2).

3.5 Support is for you and your Authorised users. We do not give support to your clients, or to the owners or users of the Tenants you manage, unless we agree in writing.

4. How to ask for support

You ask for support by email to support@altivane.com.au.

4.1 Up to 3 people you name to us may ask for support. You may change them by email at any time.

4.2 If you bought your Licence from a partner we have authorised (EULA clause 15.9), ask that partner first. The partner gives you first-line support, and asks us when it needs to.

4.3 Each Request should give:

1. your name, and the licence details from Help > Licence > Copy details (the version, the licence's state and its IDs, never the key);
2. what happened, what you expected, and when;
3. the steps that lead to it, and the message Altivane showed; and
4. the Priority you think applies (clause 5).

4.4 Where it helps, we may ask for a support bundle. Altivane saves it on your computer, from Help > Save a support bundle, and sends it nowhere. It is a .zip file of the last 14 days of the diagnostic log, with details of Altivane and Windows. It leaves out the settings file, the Licence key, the sign-in cache, kept data, AI keys, change logs and documents. Its logs can name your Tenants, people and devices, so check it before you send it. Sending it is your choice.

4.5 Never send us a full Licence key, a password, a certificate or its private key, an AI key or a client secret. We will never ask for them.

4.6 We take Requests by email at any time, and work on them in Support hours.

4.7 We reply to each Request to confirm we have it, with a reference for it.

5. Priority and response targets

We set each Request's Priority, and aim to give a first response within its target.

5.1 We set the Priority when we receive a Request, taking your view into account. We may change it as we learn more, and we tell you when we do. If you disagree with a Priority, reply to say so: we review it and answer within 1 Business day.

5.2 The Priorities and their targets are:

5.3 A response target runs from when we receive a Request, or from the start of the next Support hours if it arrives outside them, to the first reply from the person working on it. The confirmation in clause 4.7 is not a response.

5.4 Targets are what we aim for, not a promise to fix an Incident in that time. How long a fix takes depends on the fault, and some faults depend on a Third-party service. We use reasonable efforts to meet the targets. A missed target earns no service credit, but you keep your rights under the EULA and the Australian Consumer Law, including to have a fault fixed within a reasonable time.

5.5 The time stops while we wait for information, or for a step we asked you to take.

5.6 A Request is closed when we give a fix, a Workaround or an answer, or when we find the cause is outside what this policy covers and say so. You may reopen it by replying within 10 Business days.

6. Updates and maintenance

Maintenance is the Updates we make available while your Licence term runs. Altivane gets an Update only when you ask.

6.1 Updates may hold fixes, security fixes, changes to keep up with Microsoft's services, and new features. We decide what each Update holds and when it is released.

6.2 Altivane checks for an Update only when you select Help > Check for updates. It asks the Update service, sending the product, channel, processor type, version and build, and nothing about you, your Licence or your Tenants. Like any internet request, the check also carries your IP address. There is no automatic check and no automatic install. EULA clause 6.1 says what the Update service keeps.

6.3 If an Update is available, Altivane shows its version, date and what is new. You choose whether to select Update to download it. Altivane checks the download, and installs it only when you select Install.

6.4 If you deploy Altivane with the Windows Installer package, such as through Intune or Group Policy, you may install Updates that way. We make the installers for each Supported version available in the Account portal on our website at https://altivane.com.au.

6.5 Anyone may report a security fault in Altivane to security@altivane.com.au. When we confirm a security fault in Altivane, we aim to make a fix available within 30 days, or within 7 days if it is being exploited. We tell you by email when the fix is available, and its notes say what it fixes. You install it as clause 9.1 says.

6.6 Microsoft changes its services from time to time. When a change stops a feature working, we treat it as an Incident and use reasonable efforts to adapt Altivane in an Update (EULA clause 6.4). If a change makes a feature impossible to keep, we may change or remove it under clause 6.8.

6.7 An Update may need more permissions in a Tenant's app registration. Test connection then shows the services that need them, and a Tenant administrator adds them with Change access. Until then, the features that need them do not work.

6.8 We may change or remove a feature in an Update. We give at least 30 days' notice before an Update removes a main feature (one named in clause 3.1) or materially reduces what Altivane does, unless a change by Microsoft forces it sooner, when we give as much notice as we can. If an Update removes a feature you use, or clearly reduces what Altivane does, you may end the EULA and receive a pro rata refund, as EULA clause 6.8 says. Plans on our website's roadmap are not commitments.

7. Supported versions and systems

We support the latest version of Altivane and the version before it, on the systems in clause 7.5.

7.1 A Supported version is the latest version of Altivane, or the version released before it.

7.2 For an Incident in the older Supported version, we may first ask you to install the latest version, if the fault may already be fixed there.

7.3 When we release a new version, the version that is now 2 releases old stops being a Supported version, and the new version's notes say so. That version keeps working, and we may still answer questions about it, but we do not fix it.

7.4 We may have the Licensing service stop activating or renewing an older version only to deal with a security fault in it, and only when an Update that fixes it is available to you at no extra cost. We give at least 30 days' notice, or less only when the fault is being exploited or the risk to your Tenants cannot wait, and then as much notice as we can (EULA clause 6.5).

7.5 Altivane is supported on these systems:

7.6 On systems not in clause 7.5 we help where we reasonably can, but we do not promise a fix.

7.7 When your Licence term ends, support and Updates for it end, and its open Requests are closed. If we stop offering Altivane, we give at least 90 days' notice. Until your Licence term ends or Altivane stops working, whichever is first, we keep giving support and security fixes, and EULA clause 14.6 says what we refund.

8. What is not covered

Support covers Altivane itself. It does not cover your Tenants, other products, or work done for you.

8.1 Support does not cover:

1. faults, outages, limits or changes in a Third-party service, including Microsoft's online services, except as clause 6.6 says;
2. how a Tenant is set up, licensed or secured, or your Microsoft licences;
3. a change made in a Tenant, including through a workflow, a Blueprint or a schedule, to the extent Altivane made the change it describes;
4. making or undoing changes in a Tenant for you. Where a fault in Altivane made a wrong change, we help you find what changed from the change log, and how to put it back;
5. what an AI summary or a Blueprint built with AI says, which your AI provider writes, or the provider's service;
6. a version that is not a Supported version, or a system not in clause 7.5, except as clause 7.6 says;
7. a copy of Altivane that has been changed, or used outside the EULA or the Documentation;
8. faults caused by your computer, network, proxy, firewall or security software;
9. restoring your files, such as settings, reports, documents and change logs, which stay on your computer; and
10. the work in clause 3.4.

8.2 We may help with any of these when we reasonably can. If we would charge for it, we say so first and quote our hourly rate or a fixed price, and we charge only if you agree in writing. GST applies as EULA clause 5.10 says.

8.3 Nothing in this clause limits clause 11.

9. Your part

Altivane works only if its computer, its sign-in and its permissions are in order, and those are in your hands.

9.1 You:

1. run Altivane on a system in clause 7.5, and keep Windows up to date with Microsoft's security updates;
2. keep the app registration in each Tenant with the permissions and roles of the access you chose, and add those an Update asks for (clause 6.7). Access removed in the Entra admin centre stops the features that need it;
3. keep each Tenant's certificate valid, in the personal certificate store of the Windows user who runs Altivane. A certificate Altivane creates is valid for 2 years: renew it before it ends, with our help under clause 3.1 if you need it;
4. have a Tenant administrator grant consent and assign directory roles where Altivane asks and, for Azure features, have someone who can assign roles on each subscription, such as an Owner, give Altivane the Reader role there;
5. have the authority of each Tenant's owner to manage it, including your client's authority for a client's Tenant (EULA clause 7.1);
6. install each security fix within 30 days of our notice under clause 6.5, and stay on a Supported version. Installing other Updates is your choice (clause 6.3);
7. keep the Licence key confidential, deactivate a computer before you stop using Altivane there (uninstalling does not deactivate it), and tell us promptly if anyone else may have seen the key (EULA clause 4.4);
8. let Altivane reach the Licensing service regularly to renew its licence. If renewal keeps failing, Altivane stops when its last renewal runs out, 7 days after it (EULA clause 4.2);
9. read each change's window, a workflow's test run and a Blueprint's preview before you run it, and check the Tenant it names;
10. where you can, keep the change log turned on, since it helps us look into an Incident;
11. back up your settings file, templates, workflows, Blueprints and output folders; and
12. give us the information and help we reasonably ask for to look into an Incident.

9.2 The targets in clause 5 do not apply to the extent an Incident comes from your not doing your part.

10. Data and privacy in support

Altivane keeps what it reads from Tenants on your computer, or in the folders you choose, and sends none of it to us. We see only what you choose to send.

10.1 EULA clause 8, and clauses 4 and 5 of the Data statement, say what Altivane keeps on your computer, what it sends and to whom, and what the Licensing service and the Update service hold. Neither service holds Tenant data.

10.2 In support we may receive Personal information: in emails, screenshots, support bundles and licence details, and the names of your Tenants' people and devices in logs. We handle it under the Privacy Act, our privacy policy at https://altivane.com.au/privacy and the Data statement, whether or not the Privacy Act requires it of us. We use it only to give you support, keep it secure, and do not sell it. We share it only with our email provider, which our privacy policy names, or where the law requires.

10.3 We delete Support Data within 30 days after its Request closes. We delete it sooner, or keep it longer, if you ask. We keep the Request's emails, and our own record of it, for 2 years after it closes.

10.4 You decide what to send. Leave out Personal information we do not need, and send Tenant data only if your agreements with your clients allow it.

10.5 We join a screen-sharing session only when you invite us, in a tool you choose, with you in control. We do not ask for or keep Tenant passwords or certificates, and we do not run changes in a Tenant: you do.

10.6 If Support Data or other Personal information we hold is accessed, disclosed or lost without authority, we tell you without undue delay, and within 72 hours of becoming aware of it, as EULA clause 8.8 and clause 10 of the Data statement say. We also follow the Notifiable Data Breaches scheme in Part IIIC of the Privacy Act.

10.7 You are responsible for the Tenant data on your own computers, and for your own obligations about it (EULA clause 8.7).

10.8 We keep confidential what we receive in support, and disclose it only as clause 10.2 allows.

11. Consumer guarantees and liability

You keep every right the Australian Consumer Law gives you. Beyond those rights, the EULA's limits apply, with 1 overall cap.

11.1 Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

11.2 Altivane is software, which is goods under the Australian Consumer Law. The guarantees include that Altivane is of acceptable quality, is fit for any purpose you make known to us, and matches its description; and that our support is given with due care and skill, is fit for any purpose you make known, and is supplied within a reasonable time. This policy adds to those guarantees and does not replace them.

11.3 Our promise in clause 3.1 to fix faults in Altivane is given by Altivane, ABN 69 757 987 800, email support@altivane.com.au. You may claim under it at any time while your Licence term runs, by reporting the fault as clause 4 says. We then look into it and, where the fault is in Altivane, give a fix, a Workaround or an Update. Each party bears its own costs of a claim. The benefits this promise gives you are in addition to your other rights and remedies under a law in relation to the goods or services it relates to.

11.4 Where Altivane, or our support, is not of a kind ordinarily acquired for personal, domestic or household use, and the law allows it, our liability for failing to comply with a consumer guarantee (other than the guarantees as to title, undisturbed possession and undisclosed securities) is limited, at our choice, to:

1. for Altivane: replacing it or supplying equivalent software, repairing it, or paying the cost of doing so; and
2. for support: supplying it again, or paying the cost of having it supplied again.

This limit does not apply where it would not be fair or reasonable for us to rely on it.

11.5 Subject to clauses 11.1 to 11.4, EULA clause 12 (Limitation of liability) applies to this policy, to support and to Updates, with its exceptions. Its cap is 1 cap for the EULA, the Data statement and this policy together, not a second one. For a partner's Partner Licences, clause 13 of the MSP agreement applies instead.

12. Changes, notices and complaints

We change this policy only with notice, and a change that reduces your support waits for your next Licence term.

12.1 We may change this policy by giving at least 30 days' notice, by email to your contacts and on our website at https://altivane.com.au/support-policy. A change that materially reduces your support applies to you only from your next Licence term, so you can decide before you renew (EULA clause 15.4). Other changes apply when the notice ends.

12.2 Notices under this policy are given as EULA clause 15.3 says.

12.3 If you are unhappy with our support, email support@altivane.com.au with "Complaint" in the subject. We reply within 10 Business days. If that does not resolve it, EULA clause 15.2 says how a dispute is handled. You may also contact the ACCC or your state or territory consumer protection agency, or, about privacy, the Office of the Australian Information Commissioner.

12.4 The law that governs the EULA (EULA clause 15.1) governs this policy. EULA clause 15.7 covers delays caused by events outside our reasonable control.

12.5 Our details: