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Support Service Agreement (SSA)

This Support Service Agreement (“Agreement”) sets forth the terms and conditions under which Chemaxon agrees to perform Standard Support Services as part of its Services.

This Agreement is published as an independent legal document on the Chemaxon website and is incorporated by reference into each of the following agreements:

(a) the Chemaxon End User License Agreement (“EULA”), available at https://docs.chemaxon.com/latest/legal_end-user-license-agreement-eula.html, governing on-premises licence deployments; and

(b) the Chemaxon End User Subscription Agreement (“EUSA”), available at https://docs.chemaxon.com/latest/legal_end-user-subscription-agreement-eusa.html, governing SaaS subscription deployments; and

(c) any Master Services Agreement (“MSA”) entered into between Chemaxon and another Party in writing that expressly incorporates this Agreement by reference.

EULA, EUSA or MSA shall be referred to as the “Incorporating Agreement”.

By executing a Quote, Order Form or any other separate written agreement that references the EULA or EUSA, the Customer accepts and agrees to be bound by this Agreement without the need for separate acceptance of this Agreement. This Agreement does not create any independent contractual relationship; it supplements and forms part of the applicable Incorporating Agreement.

1. Definitions

Any definitions not included herein shall have the meaning defined in the Incorporating Agreement in effect at the time this Agreement was entered into (regardless of any subsequent changes to the Incorporating Agreement):

1.1. “Additional Support” means supplemental services that Chemaxon may offer to Customer beyond the Standard Support Services, which may include: (a) out-of-hours support provided outside of Chemaxon’s standard business hours; (b) on-site support at Customer’s premises; (c) involvement of non-Customer Support Representatives (e.g. external subject matter experts) in the Support ticket resolution; (d) opening communication channels outside of the Support Portal (e.g., online teleconference calls); (e) software deployment services, including installation of application servers and databases, data migration, systems upgrades, and system configuration; (f) implementing any additional IT security measures (e.g. IP whitelisting); (g) development of new, missing, or customised functionalities or features tailored to Customer’s specific requirements; (h) SaaS custom requests, including but not limited to custom maintenance window, maintenance period, or notification requests; and (i) Frontline Support in case Distributor cannot fulfil the requirements of Front Line support.

1.2. “Authorized User” means an individual who is authorized by Customer to access and use the Software on Customer’s behalf, including End Users and technical or administrative personnel who support End Users in connection with the Chemaxon Software.

1.3. “Business Partner” means a third party authorized by Chemaxon to market, distribute, sublicense, or resell Chemaxon Software to Customers.

1.4. “Chemaxon Software” means any of Chemaxon’s proprietary product portfolio of Software and any inventions, processes, procedures, know-how, trade secrets, computer technical expertise or other Intellectual Property Rights related to the same and any New Releases, Upgrades, as well as any associated Documentation pertaining to the operation of a system, which are made available by Chemaxon in Appendix A of this document, all of which are more particularly specified in the relevant Statement of Work.

1.5. “Customer” means the ‘Licensee’ as defined in the End User License Agreement (EULA) or the ‘Subscriber’ as defined in the End User Subscription Agreement (EUSA), or the Customer as defined in the MSA as applicable.

1.6. “Distributor” means a Business Partner authorized by Chemaxon to market and sublicense Chemaxon Software to Customers within a designated territory or market segment.

1.7. “Documentation” means explanatory and informational materials, manuals, descriptions, user and/or installation instructions, or other works of authorship (such as programs, program listings, programming tools, documentation, reports, drawings and similar works), concerning the Chemaxon Software in printed and electronic format that Chemaxon makes available to Customers for the Services.

1.8. “End User” means an Authorized User or individual Customer who directly accesses and uses Chemaxon Software’s features and functionality for its intended purpose.

1.9. “Extended Support Services” includes: (a) Frontline Support; (b) Feature Requests; (c) Training; (d) Additional Support; (e) support issues arising about non-Chemaxon products or services; (f) any work related to Retired Chemaxon Software; and (g) support of any deliverable provided through Professional Services.

1.10. “Feature Request” means a written request submitted by Customer to Chemaxon through the designated support channels requesting the addition of new functionality, capabilities, or enhancements to Chemaxon Software that are not included in the current version of Chemaxon Software and that do not constitute a Standard Support Service Ticket.

1.11. “Frontline Support” means direct support provided by Customer’s and Business Partner’s IT personnel to their Authorized Users including call screening, software installation assistance, initial problem identification and diagnosis, collection of the information required to create a reproducible demonstration of the reported issue, and the distribution of any replacement media or updates to Chemaxon Software.

1.12. “General Inquiry” means requests for guidance, clarification, enhancements, or documentation where Authorized Users are seeking knowledge to use Chemaxon Software effectively, without any actual system failure or configuration request, including product enhancement ideas or requests for new functionality of the Chemaxon Software.

1.13. “Incident” means an acute, unplanned technical interruption or reduction in the quality of an IT service that completely prevents Authorized Users from performing their normal work involving or encountered in the use of Chemaxon Software including security threats, vulnerabilities, or compliance issues. An Incident may include partial or full-service failures affecting one or multiple users.

1.14 “Retired Chemaxon Software” means any Chemaxon Software or versions of Chemaxon Software not listed in Appendix A that has been withdrawn from the market.

1.15. “SaaS Change Request” means a formal, potentially billable request initiated by a Customer to modify Chemaxon-hosted IT systems, applications, or related infrastructure.

1.16. “Service Request” means a formal non-technical request related to the access or administrative handling of existing Chemaxon Software or service, for example, licence activation, user management, or requesting an upgrade within the scope of the licensed Chemaxon Software. Service Requests do not indicate a product defect and do not include the development of new features or any enhancements.

1.17. “Standard Support Service” means access to the Chemaxon Knowledge Base, and remote assistance from Chemaxon’s Customer Support Representatives during Chemaxon Support Hours through the defined communication channels.

1.18. “Standard Support Service Ticket” means a support ticket submitted in connection with the Standard Support Service, which Chemaxon shall receive, record, categorise and manage.

1.19. “Support Services” means the support services provided by Chemaxon to Customers, Business Partners or Authorized Users. Different levels of Support Services may apply based on the type of relationship between Chemaxon and the Customer, Business Partner or Authorized Users.

1.20. “Support Portal” means the Chemaxon’s Support Ticket System, available at https://certara.atlassian.net/servicedesk/customer/portals.

1.21. “Technical Issue” or “Bug” means a problem with the Chemaxon Software that may not immediately stop users from working but causes errors, unexpected behaviours, or functionality issues. Technical Issues usually require investigation and resolution by technical specialists or subject matter experts.

1.22. “Training” means instruction and educational services that Chemaxon may offer to Authorized Users regarding the use, operation, and support of Chemaxon Software within Customer’s environment. Training may include courses designed for technical staff responsible for providing Frontline Support for Chemaxon Software internally, as well as courses designed for End Users on the general functionality and usage of Chemaxon Software. Training is not included within the scope of Standard Support Services and is subject to separate rates, fees, and terms and conditions as agreed by the parties.

1.23. “Value-Added Reseller” or “VAR” means a Business Partner that integrates, bundles, or combines Chemaxon Software with its own products, services, or solutions and sublicenses such combined offering to Customers.

2. General Rules of Support

2.1. Generic Provisions Applicable to Support Services:

2.1.1. Support Services shall be provided by Chemaxon only while the licence or subscription is valid and in force and may be subject to payment of the applicable Fees.

2.1.2. Chemaxon shall only support the latest main version of the Chemaxon Software. Any Chemaxon Software release after 2 years of its main version release date shall be considered retired.

2.1.3. Different levels of Support Services may apply based on the type of relationship between Chemaxon and the Customer, Business Partner or Authorized Users. Support Services shall be provided only while the license or subscription is valid and in force and may be subject to payment of the applicable Fees. Customers, Business Partners and Authorized Users may be entitled to Standard Support Services according to this Agreement. Other Support Services (see Section 3), such as the Extended Support Services, may be provided based on a separate agreement.

2.1.4. As part of the Support Services, Chemaxon shall categorize Standard Support Service Tickets as one of the following: General Inquiries, Service Requests, Technical Issues/Bugs, SaaS Change Requests, or Incidents.

2.1.5. Chemaxon provides Standard Support Services through its dedicated Customer Support Representatives and the Chemaxon Knowledge Base, which includes product documentation, FAQs, and other self-service resources.

2.1.6. Support Service Tickets are handled by trained Customer Support Representatives who act as the first point of contact for Customers, ensuring that requests are triaged, prioritized, and routed appropriately for timely resolution.

2.1.7. Any Support Service requests, tickets that fall outside the scope of Standard Support Service are considered Extended Support Services, and are subject to additional fees (see Section 3).

2.1.8. Chemaxon reserves the right to reject Standard Support Service Tickets if the requested support exceeds a commercially reasonable level of support, taking into account the criticality, severity and complexity of the ticket and the information available, as well as the generally accepted practices in the industry for such products. Chemaxon reserves the right to prioritize between the submitted tickets and handle Incidents as a priority.

2.1.9. Chemaxon is not expected to exceed its available staffing, allocate emergency development resources, or undertake activities that would impose an undue burden on its operations.

2.2. Accessibility of Support Services. Support Services may be accessed while the license or subscription is valid and in force and may be subject to payment of applicable Fees.

2.3. Communication channels. Chemaxon responds to Support Service Tickets received only through defined communication channels. Customers, Business Partners shall submit Support Service Tickets at any time via the following channels:

2.3.1. Primary line: For non-confidential items, the primary line to be used is the Support Portal, as the preferred and most efficient method for submitting support cases by filing Support Tickets. The Support Portal ensures all required details are collected upfront, allowing Chemaxon to assess and resolve issues more quickly and accurately.

Submission of any confidential or sensitive information through the Support Portal is prohibited. Confidential or sensitive information may be submitted through a dedicated secure channel established by Chemaxon based on the indication of such need in a separate Support Ticket.

2.3.2. Backup line: Email Support. If Support Portal is unavailable, Support Service Tickets may also be submitted via email at chemaxonsupport@certara.com.. However, as emails often lack key technical details required for effective troubleshooting, Chemaxon may request Customer or Business Partner to submit the Support Service Ticket again via the Support Portal when available.

2.4. Support Case Handling. All cases are logged, tracked, and provided via the centralized ticketing system remotely called the Support Portal by Chemaxon’s Customer Support Representatives.

2.5. Chemaxon Support Hours. Chemaxon shall perform its Standard Support Services within working hours in Hungary between 9 a.m. and 5 p.m. Monday to Friday, Central European Time excluding the national, bank and bridge holidays related to Hungary as listed at http://www.officeholidays.com/.

2.6. Support Service Ticket Reporting. If Customer has a Support Service Ticket, then Customer’s Authorized User (preferably Customer’s IT personnel in order to accelerate the support process) shall notify Chemaxon via the Support Portal and provide Chemaxon (so far as reasonably able) with proper description detailed below needed to enable Chemaxon to properly manage the reported Support Service Ticket as quickly as possible:

a.) Version number of Chemaxon Software being used, including any pertinent third-party software, operating system, database server, development tool.

b.) A detailed description of the Support Service Ticket, including relevant circumstances or exact steps taken to reproduce the erroneous behavior described, respectively.

c.) Sample files or documented examples, where appropriate, that illustrate such Support Service Ticket.

d.) Log files.

e.) Where appropriate, a description of the desired or expected outcome.

f.) The name, position, email address and optionally phone number of Customer’s IT personnel appointed as the primary contact person in charge in the subject matter.

2.7. Additional information. If the description of the Support Service Ticket is insufficient, Chemaxon may need to gather more information from Customer e.g., to conduct additional testing. In these cases, Chemaxon may ask Customer to (i) list the exact steps that led to the Support Service Ticket, (ii) follow troubleshooting guide, (iii) collect and send additional information, such as log files or message headers or (iv) any further information that helps to properly manage the Support Service Ticket in timely manner. Chemaxon may also route the Support Service Ticket to individual specialists for further investigation. Resolution times vary, depending on the complexity of the Support Service Ticket and the availability of information described above and troubleshooting data. Chemaxon shall provide its Support as described herein provided that Customer ensures full cooperation with Chemaxon on both technical and personnel level and shares all information that Chemaxon deems necessary to manage the Support Service Ticket.

2.8. Unrelated Support Services Ticket and Cases. Chemaxon reserves the right to charge additional support fees for any support service performed in connection with the Support Service Ticket reported, which are later determined to have been (a) as a consequence of (i) non-performance, malfunctioning, misbehavior or default of Customer’s information technology systems or its test environment or (ii) non-compatible installation of application servers and databases, data migration, systems upgrades and system configuration in Customer’s production environment or (iii) the software other than Chemaxon Software or (b) otherwise (i) completely unrelated to Chemaxon Software in question or (ii) incurred in Customer’s information technology systems or in its test environment or (iii) in respect of incorrect use of the current release of Chemaxon Software or operator error or (c) any circumstances listed under Extended Support Services (3.2.). Each support day started will be charged.

2.9. Acknowledgement of Support Request. Upon receipt of a support request by Customer to any of the above communication channels, a Support Service Ticket will be generated by the ticketing system and an automatically generated acknowledgement will be sent out via email with the Ticket ID or Case ID. Using such number, Customer and Business Partner can check the status of the Support Service Ticket initiated.

2.10. Initial Response. The default Initial Response time for the 90% of the support requests sent within Chemaxon Support Hours is by the end of the next business day after Support Service Ticket is logged.

2.11. Possible solutions. Chemaxon will use best endeavors to offer Customers and Business Partners a solution based on its own discretion, in accordance with Section 2.1.8 and 2.1.9. Depending on the Support Service Ticket, the following solutions are possible:

a.) Chemaxon manages Customer’s and Business Partner’s Support Service Ticket including communication with Customer and Business Partner, answering questions, giving advice, making general changes and providing access

b.) Chemaxon provides a work-around, which may be a tentative, short-term and/or temporary solution

c.) Chemaxon resolves the Support Service Ticket reported, which is considered as a longer-term or a permanent resolution.

d.) Chemaxon confirms the Support Service Ticket reported as a missing feature. Customer and Business Partner may submit it as a (customized) feature request.

e.) Chemaxon determines that the Support Service Ticket reported is not supported.

f.) Chemaxon may not reproduce the case reported in the Support Service Ticket but provide recommendations for further investigation.

g.) Chemaxon asks a third-party team to help and put Customer and Business Partner in contact with them for further assistance. Customer acknowledges and agrees that Chemaxon may disclose Confidential Information of Customer on the necessity and need-to-know basis for the effective control of the Support Service Ticket at no additional charge to Customer.

h.) Chemaxon may not Resolve the Support Service Ticket reported.

If no response is received from the Customer indicating dissatisfaction, the Support Service Ticket will be considered resolved to satisfaction.

2.12. Resolution. Given the nature of Chemaxon Software, it is not possible to guarantee that Support Service Tickets can be resolved within a given timescale. In some cases, it can take time to examine all possible causes and identify possible resolution paths. Chemaxon shall work closely with Customer and Business Partner to get the Support Service Tickets resolved as quickly as reasonably possible – this might involve a short-term work-around whilst Chemaxon works on troubleshooting, analysis and a longer-term resolution. For clarity, resolution time shall include and aggregate solely the time spent by Chemaxon with handling, controlling and resolving the Support Service Ticket; time spent by any Customer for any action, answer provided is excluded. The resolution plan might be revised, with mutual agreement between Chemaxon and Customer and Business Partner, as the Support Service Ticket or possible solutions are further characterized.

2.13. Corrected Chemaxon Software Version based on the resolution of a Support Service Ticket. Chemaxon shall make available on its website the corrected version of the Chemaxon Software together with any appropriate amendments to the Documentation specifying the nature of the correction and providing instructions for the proper use of the corrected version. For clarity, Chemaxon shall deliver resolutions for Support Service Tickets as part of the normal release cycle, e.g. bug fixes will be published in the normal release cycle.

2.14. Escalation. In the event a case is not progressing towards resolution in a manner satisfactory to Customer, Customer may request that its case be escalated to Chemaxon support management, and this must be requested in the Support Service Ticket.

2.15. Satisfaction survey. When the Support Service Ticket is Resolved, Customer may receive a survey about how Chemaxon handled the case. Customer feedback is essential in making improvements to Chemaxon’s support structure and products.

3. Out of scope of Standard Support Services

3.1. For any Business Partner and for any Customer having an Authorized User, Chemaxon expects that Customer’s and Business Partner’s IT personnel to provide direct Frontline Support to their Authorized Users including call screening, software installation assistance, initial problem identification and diagnosis, collection of the information required to create a reproducible demonstration of the reported issue, and the distribution of any replacement media or updates to Chemaxon Software. This ensures that the Support Service Ticket reported to Chemaxon has already been triaged to filter out any issues that are specific to the Customer’s or Business Partner’s environment, customizations or user error/awareness (e.g. local network issues).

3.2. Extended Support Services are outside the scope of Standard Support Services and are subject to a separate agreement between Chemaxon and Customer, and includes: (a) Frontline Support; (b) Feature Requests; (c) Training; (d) Additional Support; (e) support issues arising about non-Chemaxon products or services; (f) any work related to Retired Chemaxon Software; and (g) support of any deliverable provided through Professional Services.

3.3. Implementing any Feature Request is subject to Chemaxon's sole discretion regarding acceptance, prioritization, and implementation, and are not included within the scope of Standard Support Services. Chemaxon shall have no obligation to implement any Feature Request, and any implementation of a Feature Request may be subject to additional fees, a separate statement of work, or other terms as determined by Chemaxon.

3.4. Training is not included within the scope of Standard Support Services and is subject to separate rates, fees, and terms and conditions as agreed by the parties.

3.5. Additional Support is not included within the scope of Standard Support Services and is subject to separate rates, fees, statements of work, and terms and conditions as agreed by the parties in writing.

3.6 Support issues arising about non-Chemaxon products or services. Chemaxon is not responsible for diagnosing or resolving issues originating outside of Chemaxon Software, including, but not limited to: (a) third-party software integrations; (b) external plugins or extensions; (c) Customer-built scripts or customizations; (d) External APIs not maintained by Chemaxon; (e) Infrastructure managed by Customer, Business Partner or external vendors; (f) Marketplace add-ons; and (g) Issues caused by other vendors’ updates.

Any support option for deliverables provided by Professional Services is based on a separate agreement.

4. Special Rules

Different levels and types of Support Service may apply based on the type of contractual relationship between Chemaxon and the Customer.

Special Rules I.: Where the End User License Agreement (EULA) or Master Service Agreement (MSA), or other master agreement is applicable

1. Upon Customer’s request, in line with this Agreement and in consideration of the payment of the associated fees specified in a relevant agreement, if any, Chemaxon shall provide Standard Support Services (1.18) for the Chemaxon Software.

2. Support Service Tickets that fall outside the scope of Standard Support Services, such as but not limited to implementation assistance, change requests, configuration, integration work, training, or any activity requiring system modification or development effort, are considered Extended Support Services (3.2) and are subject to additional fees.

3. Incident Resolution. Given the nature of enterprise software solutions, it is not possible to guarantee that Incidents can be resolved within a given timescale. In some cases, it can take time to examine all possible causes of the Incidents to identify possible resolution paths. Chemaxon and Customer shall work closely to get the Incidents resolved as quickly as technically possible – this might involve a short-term work-around whilst Chemaxon works on troubleshooting, analysis and a longer-term resolution. Chemaxon and Customer will agree a reasonable timescale and action plan, Chemaxon’s policy is to:

a.) start work on resolution without unjustified delay and with high priority after the Initial Response.

b.) bring in key Chemaxon staff as necessary.

c.) develop and agree on a resolution plan and reasonable timescale with Customer.

d.) keep the Customer informed of progress towards correction of the Incident, on a mutually agreed schedule, as Chemaxon works towards a final resolution using the status tracking system for Support Service. The resolution plan might be revised, with mutual agreement between Chemaxon and Customer, as possible solutions are further characterized.

Special Rules II.: Support of Chemaxon hosted systems, Chemaxon SaaS

1. Service Levels

1.1. Service levels: As part of the hosting Chemaxon SaaS, Chemaxon shall meet or exceed the following Service Levels:

Standard Hosting
Availability (percent) > 95%

1.2. Availability. Availability is calculated as actual uptime in days when Chemaxon SaaS are available, divided by scheduled uptime in days and expressed as a percentage. Scheduled uptime is calculated as calendar days excluding days dedicated for scheduled maintenance and support.

2. Chemaxon SaaS Maintenance Services

2.1 “Maintenance Services” mean the ongoing, proactive, and stability-driven activities undertaken by Chemaxon for the purpose of ensuring that its hosted systems, Chemaxon Software, and infrastructure remain stable, secure, and up to date. Such services shall include: (i) the provision and implementation of software updates, patches, and upgrades; (ii) continuous security monitoring and vulnerability management; and (iii) the execution of data backup procedures and disaster recovery planning. The nature of Maintenance Services is preventative and system-facing, with the primary objective of mitigating risks, preventing service disruptions, and improving the performance and reliability of the systems under Chemaxon’s control.

2.2 Maintenance of Chemaxon SaaS. Chemaxon provides maintenance besides standard support services for Chemaxon SaaS to its Customers including: (i) application of upgrades, patches, error corrections and bug fixes during normal scheduled maintenance periods; (ii) updates to the application documentation.

2.3 Scheduled Maintenance. Regularly scheduled maintenance including upgrades, updates, patches, enhancements and new releases of Chemaxon SaaS will be excluded when calculating Availability and will be conducted from 8:00 am-10:00 am Central European Time (CET = GMT+1) Wednesdays, except as otherwise notified by Chemaxon.

Appendix A. List of Supported Chemaxon Software

Chemaxon Software listed below is supported as part of Chemaxon’s proprietary product portfolio according to this Agreement and shall specifically refer to the latest main version upgrade and new main version release of Chemaxon Software.

Information about the Long-Term Support (LTS) releases is available at https://docs.chemaxon.com/latest/lts-releases_lts-releases.html

In case the Chemaxon Software is not listed below, please submit a support ticket. This way, Chemaxon can still evaluate the support service request.

  • cHemTS
  • Compliance Checker
  • Compound Registration
  • Design Hub
  • Discovery Toolkit including
    • Descriptor Generation Toolkit
    • Structure Preparation Toolkit
    • Structure Enumeration Toolkit
    • Naming Toolkit
  • Instant JChem / Plexus Connect
  • JChem Base
  • JChem Choral
  • JChem for Excel
  • JChem for Office
  • JChem Microservices DB
  • JChem Oracle Cartridge
  • JChem Postgres Cartridge
  • KNIME Nodes
  • Markush Search
  • Marvin
  • Marvin Desktop Suite