Support Agreement

This agreement describes the support J System Solutions Limited (“we”, “us”) provides for the SSO Plugin to customers with an active, paid support agreement, for the AR Servers covered by their licence key. J System Solutions Limited is registered in England and Wales under company number 05342499, with its registered office at 10 Verley Close, Woughton on the Green, Milton Keynes, England, MK6 3ER.

Support can include:

• help with installing, configuring, upgrading and using the SSO Plugin;
• diagnosing faults in the SSO Plugin;
• bug fixes, patches and new releases, downloaded from the support portal;
• new licence keys for the AR Servers you are covered for, generated in the support portal.

The SSO Plugin is supported on the on-premises BMC AR System and Mid Tier platform, as described in the installation guide for your release. Containerised BMC Helix deployments are not supported.

Our business hours are 9:00 to 17:30 UK time, Monday to Friday, excluding public holidays in England. We aim to respond to support requests within 4 business hours.

Response times are targets, not guarantees. We do not commit to a time by which a problem will be resolved.

Email support@javasystemsolutions.com or raise a ticket through the Contact Support tab in the support portal.

With a new request, please send:

• a description of the problem and the steps to reproduce it;
• the integration type, the browser in use and relevant details of the network;
• the AR System ar.cfg or ar.conf file, the arplugin log file and the Tomcat stdout log file;
• for browser problems, a Fiddler trace or browser network capture showing the problem.

The troubleshooting guide in the support portal explains how to collect these.

Where we agree it will help, we can join a remote session (Microsoft Teams, Zoom or similar). For planned work such as a production upgrade, please give us at least 2 business days’ notice.

We fix problems through patches and new releases, and may ask you to upgrade to a current release to receive a fix. We welcome feature requests but do not commit to building any requested feature.

If support requests become excessive, or relate to work outside our products, we may charge for that work as professional services.

Support, product downloads and new licence keys are only available with an active support agreement. Any other help is at our discretion.

We may stop offering support for the SSO Plugin, or stop trading, at any time by notifying you. If support ends before the end of a term you have paid for, we will refund the unused part of the support fee for that term, pro rata. That refund is our only obligation to you when support ends. Licence keys already issued are not affected.

Our total liability arising from this agreement is limited to the support fee you paid for the current term. We are not liable for any indirect or consequential loss, or for loss of profit, revenue, data or business. Nothing in this agreement limits any liability that cannot be limited by law.

We may change this agreement at any time by publishing a new version on this page. A new version applies from the date it is published. We may transfer this agreement to another organisation, for example if the SSO Plugin business is sold. This agreement is governed by the law of England and Wales.