Premium Support Terms
These Premium Support Terms form a schedule to, and part of, the Master Software and Services Agreement between the Supplier and the Customer (the “MSA”). They apply only where an Order Form expressly specifies Premium Support, including by selecting “Premium” as the Support Package, and only to the Software and Services identified in that Order Form as covered by Premium Support (the “Covered Products”). No separate signature of these Premium Support Terms is required.
Capitalised terms not defined in these Premium Support Terms have the meanings given in the MSA. References to “Newforma” as the provider of Premium Support mean the Supplier entity identified in the applicable Order Form. Premium Support is part of the Services under the MSA.
The MSA governs Premium Support, including Fees and payment, warranties and remedies, limitations and exclusions of liability, confidentiality, data protection and information security, suspension, termination, governing law and dispute resolution. These Premium Support Terms supplement the MSA’s support provisions and the Support Policies. In the event of a conflict, these Premium Support Terms prevail solely in relation to the scope and delivery of Premium Support, including supported versions, support contacts, assigned teams and support hours; the MSA otherwise prevails. Any applicable Service Level Agreement continues to govern its expressly agreed service levels and remedies. An Order Form overrides the MSA or these Premium Support Terms only where it expressly states that it does so.
Premium Support commences on the date and continues for the period specified in the applicable Order Form. Unless expressly stated otherwise in that Order Form, it commences with, is coterminous with, and renews on the same terms and subject to the same non-renewal requirements as the Subscription Term or Licence Term for the Covered Products. If added during that term, it commences on the date agreed in the Order Form and runs for the remainder of that term. Premium Support Fees are as specified in the Order Form and are invoiced and payable under the MSA. Premium Support ends on expiry or termination of the applicable Premium Support period, the relevant Order Form or the Customer’s entitlement to the Covered Products, and is subject to the MSA’s suspension and termination provisions.
Premium Support does not itself constitute a Service Level Agreement or create guaranteed response or resolution times, uptime commitments or service credits. Such commitments apply only where expressly agreed in a Service Level Agreement identified in the applicable Order Form or expressly set out in that Order Form. Premium Support does not expand the Customer’s Software licence or its entitlement to Updates, Upgrades, implementation, training or other Consulting Services under the MSA.
1. Supported Versions
Premium Support applies only to supported versions of the applicable Newforma product. For Newforma Project Center, supported versions means the current generally available release and up to three prior generally available releases, as determined by Newforma. For example, if the current release is 2026.3, Premium Support applies to 2026.3, 2026.2, 2026.1, and 2025.3. Newforma is not required to provide Premium Support for outdated, unsupported, modified, or nonstandard product versions. For Covered Products other than Newforma Project Center, supported versions are determined under the MSA and the applicable Support Policies.
2. Premium Support Contacts
Premium Support is available to up to four designated Premium Support Contacts.
Premium Support Contacts are identified by the Customer and approved by Newforma. These contacts should be Customer administrators, technical contacts, or other Customer-designated resources who understand the Customer’s Newforma environment, internal support process, and business use of Newforma.
Premium Support Contacts should have the authority and technical access needed to support troubleshooting and coordinate Customer-side action.
Premium Support access is not intended for all end users.
3. Assigned Premium Support Team
Premium Support provides access to an assigned Premium Support Team made up of experienced Newforma support personnel.
The Premium Support Team is selected and staffed by Newforma. Premium Support provides access to a team, not a guaranteed individual support representative.
Newforma may change the assigned Premium Support Team or individual team members as needed.
Premium Support cases submitted by approved Premium Support Contacts are routed to the assigned Premium Support Team for review and handling.
Newforma may involve other qualified Newforma Support, technical, or product-area resources when needed to support timely progress, address product-specific expertise, manage availability, or otherwise benefit the Customer’s support experience.
4. Support Hours and Emergency After-Hours Access
Premium Support is provided during Newforma’s standard support hours: Monday through Friday, 8 AM to 5 PM Customer local time, excluding Newforma holidays. For this purpose, Customer local time means the time zone specified in the applicable Order Form or, if none is specified, the time zone of the Customer’s address in that Order Form.
Premium Support customers have access to Newforma’s after-hours on-call process for qualifying emergency issues.
Emergency after-hours access is limited to critical production issues, such as a system-wide outage or other critical issue materially impacting all or substantially all users of a covered Newforma product.
After-hours access is limited to qualifying emergency issues submitted through Newforma’s designated emergency support process.
After-hours emergency requests are handled by Newforma’s on-call team and may not be handled by the assigned Premium Support Team.
Issues that do not qualify as emergency issues are handled during standard support hours.
5. Third-Party IT Providers
Third-party IT providers may participate in Premium Support only when authorized by the Customer and approved by Newforma.
Third-party IT providers must be named individuals. Shared accounts, group email addresses, distribution lists, or general support aliases may not be used as Premium Support Contacts.
Customer remains responsible for any access, actions, approvals, communications, information, and coordination provided by third-party IT providers acting on Customer’s behalf.
Newforma may require confirmation of the third-party IT provider’s authority before providing case information, environment details, Customer Community case visibility, or remote troubleshooting assistance.
6. Premium Support Contact Responsibilities
Premium Support Contacts are responsible for submitting Premium Support cases on behalf of the Customer and providing complete, accurate, and timely case information.
For Newforma Project Center and Info Exchange environments, Premium Support Contacts must have, or be able to promptly coordinate, administrative operating-system-level access and remote access to the applicable Newforma Project Center server(s), Info Exchange server(s), and related Customer-managed infrastructure needed for troubleshooting.
Premium Support Contacts are expected to participate in remote troubleshooting sessions, provide environment details, coordinate internal approvals, and assist with Customer-managed actions such as reviewing services, collecting logs, confirming configuration details, or performing approved restarts.
Premium Support Contacts are also responsible for coordinating with the Customer’s internal users, IT resources, business teams, and subject matter experts as needed to help Newforma investigate and respond to support requests.
7. Customer Cooperation Requirements
Customer is responsible for providing information, access, and cooperation reasonably needed for Newforma to provide Premium Support. Any access to Customer systems or processing of Customer Data in connection with Premium Support remains subject to the confidentiality, data protection and information security provisions of the MSA and any applicable Data Processing Agreement.
This may include case details, screenshots, error messages, logs, user impact, business impact, product version information, configuration details, add-ins, connector or integration information, environment details, change-management requirements, and access to appropriate Customer technical contacts, business contacts, and subject matter experts.
Customer is responsible for following Newforma’s reasonable troubleshooting instructions and for performing approved Customer-managed actions within the Customer’s environment, including applicable configuration changes, updates, restarts, workarounds, or corrective actions.
Newforma is not responsible for delays, incomplete investigation, reduced support effectiveness, or inability to provide Premium Support caused by the Customer’s failure to provide timely information, access, cooperation, approvals, or internal coordination.
8. Emergency Support Process
Emergency after-hours requests must be submitted through Newforma’s designated emergency support process.
Requests submitted through standard support channels outside standard support hours may be reviewed during the next standard support period.
Acting reasonably, Newforma determines whether an after-hours request qualifies as an emergency issue eligible for after-hours on-call review.
9. Advisory Reviews, Recommendations, and No Guaranteed Outcomes
Premium Support may include case reviews, support trend reviews, support-readiness profiles, recommendations, findings, reports, and guidance.
These activities are advisory in nature. Customer is responsible for evaluating and deciding whether to implement any recommendation.
Subject to the express obligations, warranties and remedies in the MSA and any applicable Service Level Agreement, Premium Support may improve routing, assignment, communication, coordination, and case visibility, but does not guarantee resolution, root cause identification, workaround delivery, reduced case volume, improved system performance, improved adoption, business savings, or any other specific business or operational outcome within a specific time period.
