CDRouter Maintenance and Support Agreement
Last Update: July 1, 2021 Version 1.5
Business hours: 9:00 am to 5:00 pm EST/EDT, Monday through Friday except on officially designated holidays.
Anniversary date: The first day of the current contract period. The first day of the contract period is the date CDRouter was purchased.
Contract period: One year (365 days) from the anniversary date, unless otherwise noted.
Response time: Most questions are typically answered within a few hours if received during normal business hours. Questions received outside of normal business hours will be addressed as soon as possible. Any issues requiring modification to CDRouter’s code base will be resolved on a case-by-case basis during the normal development cycle of CDRouter and made available as major or minor software upgrades, as deemed appropriate by QA Cafe.
Development Resources: This includes CDRouter’s API reference and Developer’s Guide. These resources can be used to write custom test cases, automate the execution of tests with CDRouter, extract results and data from CDRouter, and integrate CDRouter into larger existing test automation frameworks.
MSA: This is an abbreviation for the term maintenance and support agreement.
The services outlined below apply to both active CDRouter Subscription and MSA Licenses.
- Unlimited software support via email. All questions will be answered within the typical response time by a qualified member of the QA Cafe Support team during normal business hours. The QA Cafe Support team will answer all questions pertaining to active CDRouter Systems and will assist in the setup, configuration, and automation of CDRouter. QA Cafe’s Support team will also assist in the development of custom test cases and analysis of test results generated by CDRouter if needed, on a case by case basis. Note: Active CDRouter systems not running on supported NTA1000 hardware are considered, “Software-Only”. Software-Only support is limited and does not include support for features requiring an NTA1000 such as (i.e. Wi-Fi, Performance, ICS, Security, DOCSIS, etc). Individual user accounts and access to the secure section of the QA Cafe website which includes links for downloading different versions of CDRouter software, license management tools, and other development resources not available on the public website.
- The ability to request new features and functionality. QA Cafe will evaluate all new feature requests on a case by case basis and may choose to implement those that are deemed generally useful and/or beneficial.
CDRouter release numbers are defined as follows: Major Revision.Minor Revision.Build Number (Source Revision), e.g., CDRouter 12.0.1 (8b0e262).
QA Cafe typically makes two to four major or minor releases of CDRouter available per year. Releases are incremental and typically include a mix of new features, enhanced functionality, and maintenance fixes. Intermediate builds of a particular minor revision are also periodically released on a case by case basis, as deemed appropriate by QA Cafe, to resolve specific maintenance issues that may have been identified. All software releases are available at no extra charge throughout the contract period.
NTA1000 Hardware Warranty
If a customer purchases the NTA1000 hardware appliance, and the Subscription and MSA are paid on time on recurring years, then the NTA1000 warranty applies. The NTA1000 warranty may be terminated if the Subscription or MSA purchase order is not received by the due date (the anniversary date), or if payment terms are not met by the customer. See the NTA1000 Warranty Statement for more information.
Suspension of Subscription or MSA
Suspension of a Subscription or MSA can occur for the following:
- If payment terms are not met by the customer for any order. Suspension of Subscription or MSA can extend to all licenses of the parent company for which the payment terms are not met. All parties will be notified in writing of the payment violation. All services under the MSA will cease during the delinquent payment period.
- If the customer violates the QA Cafe Software License Agreement. Suspension of Subscription or MSA can extend to all licenses of the parent company for which the violation occurred.
MSA Renewal Window for CDRouter Perpetual Licenses
The MSA for a CDRouter license should normally be renewed before the anniversary date. In the case of an NTA1000 system, the purchase order for the MSA renewal must be received before the anniversary date to maintain the NTA1000 hardware warranty.
If the MSA for a CDRouter license is not renewed within 90 days following the anniversary date, it is considered permanently expired and the MSA for that license can no longer be renewed.
Subscription License Lapse
A Subscription customer that does not renew on or before their anniversary date is considered lapsed. Customers who wish to renew at a later date are not required to start the next subscription for the retrospective date. Customers may re-use their existing NTA hardware provided it is within the Warranty period or less than 4 years old, whichever is less. The NTA Free Trade-up is no longer applicable if the Subscription is not renewed on or before the anniversary date.
Note: There is a reactivation fee associated with re-activating a lapsed CDRouter system due to the increased support of updating the hardware and software to the new versions. This fee does not apply to a new hardware purchase.