Endrias Bridge Premium Support Terms

📖 Definitions & Interpretation

In these Terms, unless the context otherwise requires, the following words and expressions have the following meanings:

Interpretation

• Section headings are for convenience only and do not affect interpretation.
• Words in the singular include the plural and vice versa.
• "Including" and "includes" mean "including, without limitation".
• References to time are to the time zone specified in the Business Hours definition unless otherwise stated.
• In the event of a conflict between these Terms and the Agreement, the Agreement prevails.

🧩 Scope of Premium Support

Premium Support covers all components of Endrias Bridge as installed from the official installer or package, for the current Released Version and the immediately preceding major version ("N and N-1"). The table below summarises the components in scope.

What Premium Support includes

• Diagnosis of reported Errors in any in-scope component, with a Resolution, workaround, or documented explanation.
• Guidance on configuration of migrationbridge.conf, connection profiles, and plugin ordering.
• Assistance interpreting Assessment, Verification, and Migration reports produced by the Database Migration Assistant.
• Help reproducing and triaging issues across the supported database dialects (SQL Server, PostgreSQL, MySQL, Oracle, SQLite).
• Advice on upgrade paths between Released Versions, including config/profile migration.
• Access to maintenance releases (patch versions) for the Customer's licensed major version.

⏱ Severity Levels & Response Times

Each Support Request is assigned a Severity Level by the Customer at submission and may be re-classified by the Supplier if the assigned level does not reflect the actual business impact, with the Customer notified of any change and the reason for it.

Support Channels & Hours

📝 Submitting a Support Request

To help us resolve issues as quickly as possible, please include the following information with every Support Request:

1. Endrias Bridge version

   Run migrationbridge version and include the output, along with your operating system and Python version.

2. Configuration (redacted)

   Attach migrationbridge.conf with any secrets (passwords, connection strings, API keys) removed or replaced with placeholders.

3. Logs

   Attach the relevant section of C:\Windows\Temp\migrationbridge.log, ideally with debug = true enabled and the issue reproduced.

4. Database Migration Assistant report (if applicable)

   Use Export Report on the Assess, Migrate, or Tools tab to generate a text or HTML report and attach it.

5. Steps to reproduce and impact

   Describe what you did, what you expected, what happened instead, and the business impact — this informs the Severity Level.

6. Screenshots, where relevant

   For GUI issues (Setup Wizard or Endrias Bridge), a screenshot of the window in question is very helpful.

🤝 Customer Responsibilities

To enable the Supplier to provide Premium Support effectively, the Customer agrees to:

• Run a Released Version of the Software on a supported operating system and Python runtime.
• Maintain appropriate backups of all source and target databases before running any migration, schema-apply, or full-copy operation — the Database Migration Assistant is a tool to assist migration, not a backup solution.
• Provide reasonable access to logs, configuration (redacted of secrets), and, where necessary, a representative test environment in which the Supplier can attempt to reproduce an Error.
• Designate one or more authorised contacts who may submit and classify Support Requests on the Customer's behalf.
• Apply Resolutions, patches, and recommended configuration changes provided by the Supplier within a reasonable time, where doing so is necessary to resolve the reported Error.
• Not modify the Software's source code in a way that affects the reported issue, unless agreed with the Supplier — see Exclusions.

🚫 Exclusions

Premium Support does not cover, and the Supplier reserves the right to charge for, or decline, requests relating to:

• Unsupported versions — Released Versions older than "N-1" (see Scope of Premium Support), and any pre-release, beta, or development build.
• Modified source code — issues caused by modifications to the Endrias Bridge source (including custom plugins placed in migrationbridge/plugins/) that have not been reviewed and accepted by the Supplier.
• Unsupported environments — operating systems, Python versions, database engines, ODBC/driver versions, or hypervisors/clouds not listed in the Documentation as supported.
• Third-party software and infrastructure — defects in database engines, ODBC drivers (e.g. pyodbc, psycopg2, pymysql, cx_oracle), operating-system components, hypervisors, or cloud metadata services. The Supplier will assist with diagnosis and, where possible, recommend workarounds, but cannot guarantee a fix for third-party defects.
• Data loss or corruption arising from the Customer's failure to take backups before a migration, schema-apply, or full-copy operation, or from running such operations against a database that was concurrently modified by other applications.
• Performance issues caused by Customer infrastructure — e.g. network latency between source and target databases, undersized database servers, or insufficient disk I/O.
• Custom userdata scripts executed by ExecuteUserdataPlugin — the Supplier will confirm the plugin invoked the script and capture its output/exit code, but is not responsible for the content or correctness of Customer-authored scripts.
• Training, consulting, and on-site support — available under a separate statement of work.
• General networking, Active Directory, firewall, or VPN configuration not specific to Endrias Bridge.
• Force majeure — events outside the Supplier's reasonable control, including outages of Customer-operated infrastructure, internet service providers, or cloud platforms.

💳 Fees, Term & Termination

Fees

Premium Support is provided subject to payment of the applicable fees set out in the Agreement or order form. Unless otherwise agreed, fees are [invoiced annually in advance / per the agreed billing cycle] and are non-refundable except as required by law.

Term & Renewal

Premium Support is provided for an initial term of [12 months] from the Effective Date and will automatically renew for successive periods of the same length unless either party gives written notice of non-renewal at least [30 days] before the end of the then-current term.

Fee Changes

The Supplier may change Premium Support fees for any renewal term by giving the Customer at least [30 days'] written notice before the renewal date.

Suspension & Termination

• The Supplier may suspend Premium Support if fees remain unpaid [15 days] after the due date, having given written notice of the late payment.
• Either party may terminate Premium Support for the other party's material breach that remains uncured [30 days] after written notice.
• On termination or expiry, the Customer's access to Premium Support (including new maintenance releases) ends; the Software itself continues to operate under the terms of its separate licence/EULA.

⚖️ Limitation of Liability

To the maximum extent permitted by applicable law:

• Premium Support services are provided on a commercially reasonable efforts basis. The Supplier does not guarantee that every Error will be resolved, or resolved within a particular time, only that the Response Times in Severity Levels & Response Times will be met.
• The Supplier's total aggregate liability arising out of or in connection with Premium Support, whether in contract, tort, or otherwise, shall not exceed the total Premium Support fees paid by the Customer in the [12 months] immediately preceding the event giving rise to the claim.
• Neither party shall be liable for indirect, incidental, special, or consequential damages, including loss of profits, loss of data, or business interruption, even if advised of the possibility of such damages.
• Nothing in these Terms limits liability for death, personal injury, fraud, or any other liability that cannot be excluded or limited by law.
• The Customer remains solely responsible for maintaining backups of all data prior to any operation performed using the Software, including operations carried out with the assistance of Premium Support.

📜 General Provisions

Amendments

The Supplier may update these Terms from time to time. Material changes will be notified to active Premium Support customers at least [30 days] in advance and will take effect from the start of the Customer's next renewal term, unless required sooner by law or security considerations.

Relationship to Other Documents

These Terms supplement, and do not replace, the Endrias Bridge end-user licence agreement and the Documentation (including the SOP, User Guide, and DB Migration Guide). In the event of a direct conflict between these Terms and the Agreement, the Agreement prevails.

Assignment

The Customer may not assign or transfer its rights under these Terms without the Supplier's prior written consent, except to a successor in interest as part of a merger, acquisition, or sale of substantially all assets.

Governing Law

These Terms are governed by the laws of [JURISDICTION], without regard to its conflict-of-laws principles, and the parties submit to the exclusive jurisdiction of the courts located there.

Notices

Notices under these Terms must be sent in writing to [LEGAL NOTICE EMAIL / ADDRESS] (Supplier) and the Customer's designated contact on file.

Entire Agreement

These Terms, together with the Agreement and Documentation referenced herein, constitute the entire agreement between the parties regarding Premium Support and supersede all prior discussions or representations on that subject.