Rubysoft
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Support terms

Rubysoft B.V.

Rubysoft B.V.

Exa 12

6902 KH Zevenaar

The Netherlands

Dutch Chamber of Commerce (KvK): 30169161

VAT ID: NL810606136B01

Website: www.rubysoft.eu

Email: support@rubysoft.eu

Document Control

Property Value
Document Support Terms
Organization Rubysoft B.V.
Version 2.0
Status Final
Language English (US)
Scope Support and maintenance for Rubysoft Customers
Effective date Date of publication

1. Purpose and applicability

  1. These Support Terms apply to support and maintenance provided by Rubysoft B.V. to customers and users of its Software.

  2. They supplement Rubysoft's General Terms of Delivery and License. In the event of a conflict, specific written support arrangements prevail, followed by these Support Terms and then the General Terms.

  3. The scope of support is determined by the License, subscription, quotation, or separate agreement purchased by the Customer. Unless expressly agreed otherwise, support is an obligation to use reasonable efforts.

2. Supported Software

  1. Rubysoft provides regular support for Software versions designated by Rubysoft as supported.

  2. Rubysoft may discontinue support for older versions when they are no longer secure, maintainable, or reasonably compatible with supported versions of SketchUp or other required third-party software, and will announce relevant end-of-support dates where reasonably possible.

  3. If an issue occurs only in an unsupported version, Rubysoft may require the Customer to update to a supported version first.

3. What regular support includes

  1. Regular support may include user questions, installation and activation assistance, error analysis, configuration assistance, and investigation of suspected Software defects.

  2. Rubysoft determines the most appropriate support method. Support may be provided by email, ticketing system, telephone, remote support, or other designated channels.

  3. Rubysoft may change support channels provided accessibility or effectiveness is not materially reduced.

4. What is not included by default

  1. Unless agreed otherwise, consulting, project engineering, drawing work, data conversion, custom development, implementation, extensive configuration, and training are not included in regular support.

  2. Issues caused solely by hardware, networks, operating systems, security software, unsupported SketchUp versions, third-party software, or Customer modifications are not included by default.

  3. If additional paid services are required, Rubysoft will inform the Customer before performing them. Limited incidental assistance outside scope does not create a right to free recurring assistance.

5. Submitting a support request

  1. The Customer must provide sufficient information to investigate the issue, including where relevant the Rubysoft version, SketchUp version, a clear description, reproduction steps, and error messages.

  2. Rubysoft may request additional information. Handling may be suspended until information reasonably necessary for diagnosis is available.

6. Priority and response times

  1. Rubysoft determines priority based on severity, impact on operations, number of affected users, and availability of a workaround.

  2. An incident that reasonably prevents production or essential work preparation at a business Customer will, where possible, take priority over general usage questions.

  3. Unless a binding Service Level Agreement expressly provides otherwise, stated response times are targets and not strict deadlines. A response time is the time until substantive handling begins, not a guaranteed resolution time.

  4. Rubysoft will use reasonable efforts to investigate serious incidents promptly and, where possible, provide a solution or workable temporary measure.

7. Availability

  1. Support is provided during Rubysoft's published or agreed support hours. Support outside those hours is available only if separately agreed.

  2. Public holidays, company closures, and exceptional circumstances may affect availability. Planned deviations will be communicated in advance where reasonably possible.

8. Remote support

  1. Where useful for diagnosis or resolution, Rubysoft may propose a secure remote-support session. Remote support takes place only with the Customer's permission.

  2. The Customer should ensure that only data and applications reasonably necessary for support are visible or accessible. Rubysoft will perform only actions reasonably related to the support request.

  3. The Customer remains responsible for its systems, data, and backups. Rubysoft may request a current backup before significant actions are performed.

9. Project files and other support data

  1. For targeted support, the Customer may provide project files, models, drawings, IFC files, screenshots, error messages, or other information.

  2. The Customer retains all rights to submitted files and data.

  3. Rubysoft uses submitted project files solely for support, error analysis, and troubleshooting. Knowledge gained from a support case may be used to correct general Software defects, but a Customer project file itself will not be reused for general product development, training, demonstrations, testing, or other purposes without the Customer's prior written consent.

  4. Project files are accessible only to personnel who need them for the support case. The Customer should avoid including unnecessary Personal Data, confidential information, or special-category Personal Data.

  5. Rubysoft's DPA may apply to Personal Data processed on behalf of a business Customer. Retention and deletion are governed by the Privacy Policy and, where applicable, the DPA.

10. Error messages and diagnostic data

  1. Rubysoft may request error messages or limited diagnostic data where necessary to investigate an issue.

  2. If future Software versions can transmit error information automatically, Rubysoft will clearly describe the nature and purpose of that processing.

  3. Regular telemetry and diagnostics are not intended to collect project contents, individual usage statistics, or marketing profiles. Technical and diagnostic data are processed in accordance with the General Terms and Privacy Policy.

11. Third-party software

  1. Rubysoft Window operates as a plugin within SketchUp and may interact with third-party software, file formats, libraries, hardware, or services.

  2. Rubysoft is not responsible for errors or changes in third-party products outside its control, but will use reasonable efforts to maintain compatibility with supported SketchUp versions and explicitly supported integrations.

  3. If a third-party change requires a Rubysoft Software change, Rubysoft determines the technical solution and schedule. Rubysoft cannot guarantee immediate or permanent support for every future third-party version or change.

12. Updates and troubleshooting

  1. Rubysoft may require installation of an available supported Update where reasonably necessary to resolve a support issue.

  2. If an Update resolves a known defect, installation may constitute the solution to the support request.

  3. For a security update or critical fix, Rubysoft may limit support for the affected vulnerability while the Customer declines to install the Update, unless there is a compelling reason. Rubysoft will take the Customer's operational continuity into account.

13. Customer responsibilities

  1. The Customer is responsible for a suitable and reasonably secure IT environment, current backups, and compliance with Software system requirements.

  2. The Customer must provide timely cooperation reasonably necessary for support and must not ask support personnel to perform unlawful actions, compromise system security, or perform work outside the agreed services.

  3. The Customer must report suspected security issues or License misuse to Rubysoft as soon as reasonably possible.

14. Additional services and charges

  1. Work outside regular support may be offered as an Additional Service.

  2. Rubysoft will inform the Customer in advance where additional charges apply, unless a rate or assignment has already been agreed.

  3. Travel, accommodation, or other external costs are charged only where agreed in advance or evident from the assignment. Incidental work performed without charge does not create a right to free future work.

15. Security incidents

  1. A report of a possible security vulnerability in Rubysoft Software will be investigated with appropriate priority.

  2. Rubysoft may ask the reporter to keep technical details confidential while disclosure would create a genuine security risk.

  3. A report does not entitle the reporter to compensation or a reward unless Rubysoft agreed to this in writing in advance.

  4. If an incident is also a Personal Data Breach, Rubysoft will act in accordance with applicable privacy law and the DPA.

16. Availability of online support facilities

  1. Rubysoft aims for good availability of its Support Environment and other online support facilities but does not guarantee uninterrupted availability.

  2. Maintenance, security measures, hosting or internet-provider outages, and other circumstances may cause temporary unavailability.

  3. Where practical, temporary unavailability of an online support facility does not prevent a Customer from reporting an urgent issue through another channel made available by Rubysoft.

17. Liability

  1. Rubysoft's General Terms of Delivery and License govern liability relating to support and maintenance.

  2. Support assists the Customer in using the Software; the Customer remains responsible for checking results, its own data, production data, settings, and backups.

  3. Advice or temporary workarounds provided during support should be appropriately assessed by the Customer before use in a production environment.

18. Changes to these Support Terms

  1. Rubysoft may amend these Support Terms where services, technology, security requirements, or applicable law require it.

  2. Changes will be published on the website or communicated electronically and will not retroactively restrict existing contractual rights unless permitted by mandatory law or agreed by the parties.

19. Contact

  1. Support requests may be submitted through the channels made available by Rubysoft. The general support address is support@rubysoft.eu.

  2. Rubysoft B.V. is located at Exa 12, 6902 KH Zevenaar, The Netherlands.

20. Citation title

  1. These terms may be cited as: Support Terms Rubysoft B.V. – version 2.0.