Silversoft - Southern Africa
Silversoft Support Terms and Conditions ("STC")
Version: STC v20250411
STC1. Definitions and Interpretation
1.1. Unless otherwise defined herein, capitalised terms shall have the meanings ascribed to them in the Silversoft General Terms and Conditions ("GTC") at https://www.silversoft.com/gtc-sa or the License Agreement.
1.2. In these STC:
1.2.1. “Agreement” refers to the most recently signed License Agreement, License Renewal Agreement, all addendums or Order Form.
1.2.2. “Authorised Contacts” means individuals designated by the Customer to request Support.
1.2.3. “Customer Care Portal” is Silversoft’s online platform for submitting Support requests, accessing knowledge bases, and tracking case progress, available at https://support.silversoft.com
1.2.4. “Fair Usage Limits” means the maximum number of hours, requests, or services provided at no additional cost under the Customer’s selected Support Package (Standard Care, Enhanced Care, or Premium Care), as specified in STC6 or the Agreement prorated for Subscription Periods less than one year.
1.2.5. “Consulting Rate” is the hourly rate charged by Silversoft for consulting services not covered under the Customer’s selected Support Package or exceeding the Fair Usage Limits, as specified in the Agreement.
1.2.6. “Mileage Rate” is the rate per kilometer traveled, charged by Silversoft for onsite Support.
1.2.7. “Subsistence Rate” is the rate per night out of town, charged by Silversoft for per diem expenses related to onsite Support.
1.2.8. “Standard Support Hours”are 08:00 to 17:00 (UTC+2), Monday to Friday, excluding public holidays in the Republic of South Africa, unless otherwise agreed in writing.
1.2.9. “Support” means technical and application assistance provided by Silversoft to resolve issues related to the Software’s functionality, including troubleshooting errors, answering usage queries, and applying updates, but excluding third-party product issues, network troubleshooting, or data repair unless specified in the Support Package.
1.2.10. “Support Package” means the tier of Support services (Standard Care, Enhanced Care, or Premium Care) selected by the Customer, as detailed in the Agreement, determining the scope and level of Support provided.
1.3. These STC govern Silversoft’s provision of Support for the Software licensed under the Agreement. In case of conflict, the License Agreement prevails over these STC, followed by the GTC.
STC2. Scope of Support
Silversoft shall provide Support to the Customer’s Authorised Contacts during Standard Support Hours, as specified in the selected Support Package, to assist with Software functionality, including troubleshooting, usage guidance, and issue resolution. Support requests must be submitted via the Customer Care Portal or by email to the designated support email address for each product, specified below, unless otherwise agreed. Silversoft may require secure, temporary system access to diagnose and resolve issues, in compliance with applicable Data Protection Laws. The Customer’s failure to provide such access may delay or prevent resolution.
Maconomy and People Planner: maconomy@silversoft.com
Vantagepoint: vantagepoint@silversoft.com
PIM: pim@silversoft.com
WorkBook: workbook@silversoft.com
Talent: talent@silversoft.com
STC3. Support Coverage
Support covers the Software under the Customer’s SaaS (cloud-hosted) or Self-hosted (on-premise) license, as specified in the Agreement. The Support Package (Standard Care, Enhanced Care, or Premium Care) selected by the Customer, as noted in the Agreement, determines the level of services. If no Support Package is selected, the Customer receives Standard Care by default, unless otherwise agreed.
STC4. Support Term
The Support Term matches the Subscription Period in the Agreement and renews automatically with the Software license on its renewal date or subscription anniversary date, whichever comes first. The Support Term cannot be terminated independently during the Subscription Period or its renewals, except as provided in the Agreement or GTC. If the Agreement terminates early, Support ends concurrently, subject to the termination provisions in the Agreement and GTC.
STC5. Service Levels
Silversoft provides Support according to the following service levels:
STC6. Support Packages
Support Packages (Standard Care, EnhancedCare, Premium Care) include varying levels of service, such as troubleshooting, product updates, training, and customisations. Details of each package are as follows:
6.1. ✓ = covered at no additional cost (within the Fair Usage limitations as specified)
6.2. Services not marked with a ✓ or exceeding the Fair Usage limits of Enhanced or Premium Care (e.g., additional training, customisations, or consulting) will be charged at the Consulting Rate.
6.3. By default all support services will be conducted online unless otherwise requested. Onsite support services will incur additional travel related and subsistence costs.
STC7. Fees and Billing
7.1. Billing for Enhanced and Premium Packages is annually in advance. Fair usage allowances are prorated for shorter periods.
7.2. For consulting services not covered under the Customer’s selected Support Package (Enhanced Care or Premium Care), including but not limited to services exceeding the fair usage limits of Enhanced or Premium Care or any consulting services for Standard Care customers, Silversoft shall charge the Consulting Rate, or the rates as provided in the Agreement.
7.3. Consulting services requiring more than 90 minutes of effort will be quoted in advance at the Consulting Rate, subject to Customer approval, unless covered under the fair usage limits of the selected Support Package.
7.4. Support outside Standard Support Hours may incur a 50% surcharge, subject to Silversoft’s availability and prior written agreement.
7.5. Quotations for additional services are valid for 10 business days and subject to availability. Payment is due within 30 days from invoice date, unless otherwise agreed.
7.6. Mileage Rates and Subsistence Rates and any other travel cost related to onsite support including travel time, will be quoted in advance.
7.7. The Consulting Rate is subject to annual increases in March, by a percentage equal to the average Consumer Price Index (CPI) published by Statistics South Africa for the preceding 12 months, subject to a minimum increase of 6% or as specified in the Agreement.
STC8. General Terms
8.1. Silversoft may close unresolved Support cases after 10 business days of no Customer response, following a reminder notice sent via the Customer Care Portal or email.
8.2. Silversoft complies with applicable Data Protection Laws when providing Support, including during system access, as per GTC clause 4.
STC9. Incorporation by Reference
These STC are subject to and incorporate by reference the Silversoft GTC available at https://www.silversoft.com/gtc-sa or https://www.silversoft.com/gtc-int and the License Agreement. In case of conflict, the License Agreement takes precedence over these STC and the GTC.
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