ReductSoftware UG License and Support Agreement

Updated: June 8th, 2025

This ReductSoftware License and Support Agreement (this "Agreement") contains the terms and conditions that govern your access to and use of the Service Offerings (as defined below) and is an agreement between ReductSoftware UG ("ReductSoftware") and you or the entity you represent (the "Customer"). This Agreement takes effect on the earliest of: (i) when you sign this Agreement; or (ii) when you pay an invoice issued by ReductSoftware that references or incorporates this Agreement, thereby indicating your acceptance of its terms.

By accepting this Agreement, you acknowledge and agree to the commercial terms associated with ReductSoftware’s on-premises software products and related support services, as specified in the applicable invoice.

Terms and Conditions​

ReductSoftware UG (haftungsbeschränkt), a company organized under the laws of Germany, with its principal place of business at [Insert Address] (“ReductSoftware”),

and

Customer, as identified in the relevant Order Form or Quote (“Customer”),

individually referred to as a “Party” and collectively as the “Parties”.

This Agreement governs the licensing and support of ReductSoftware’s proprietary on-premises software products and related services.

1. Definitions​

For the purposes of this Agreement, the following terms shall have the meanings set forth below:

1.1. “Software” means the object code version of ReductSoftware’s proprietary software product(s) delivered (e.g. ReductStore) to Customer under this Agreement, including any updates or patches provided by ReductSoftware pursuant to Support Services.

1.2. “Documentation” means the user guides, manuals, specifications, and other written materials provided by ReductSoftware that describe the Software’s functionality, installation, and use.

1.3. “Support Services” means the technical support services provided by ReductSoftware to Customer under this Agreement or a Support Services Addendum.

1.4. “License” means the right granted to Customer to use the Software in accordance with the terms and conditions of this Agreement.

1.5. “Order Form” means a document or electronic order issued by ReductSoftware and accepted by the Customer that sets out the specific Software licensed, License Fees, and other applicable terms.

1.6. “Effective Date” means the date on which this Agreement becomes legally binding between the Parties.

1.7. “Confidential Information” has the meaning as defined in Section 8 of this Agreement.

1.8. “Affiliate” means any legal entity that directly or indirectly controls, is controlled by, or is under common control with a Party.

1.9. “Intellectual Property Rights” means all current and future worldwide rights under patent law, copyright law, trade secret law, trademark law, and all other similar rights.

1.10. “License Term” means the duration of the License as specified in the Order Form, which may be time-limited or perpetual, depending on the agreement.

1.11. “Subscription” means the time-limited right to use the Software and receive Support Services during the subscription term, as specified in the applicable invoice. A Subscription grants the Customer the right to install and use the Software on its own infrastructure, receive updates, bug fixes, and remote support from ReductSoftware, provided that all applicable fees have been paid. The Subscription must be renewed prior to expiration to continue lawful use of the Software and access to Support Services.

1.12 “License Key” means a unique alphanumeric code provided by ReductSoftware to the Customer that enables the installation or operation of the Software in accordance with the terms of this Agreement. The License Key is required to activate and enforce the licensed scope (e.g., number of devices or data volume) and may not be copied, shared, or used for unauthorized purposes.

2. Scope of the Agreement​

2.1. Purpose This Agreement governs the licensing and support of ReductSoftware’s on-premises software products (“Products”) and associated support services (“Support Services”) provided by ReductSoftware UG (“ReductSoftware”). The Software is intended for installation and use within the Customer’s own infrastructure, and Support Services are delivered remotely.

2.2. Included Services This Agreement includes:

• The grant of a time-limited license to use the Software, as described in Section 3;
• The provision of Support Services during the active Subscription Term, as further described in the Support Services Addendum;
• Access to software updates, bug fixes, and direct-to-engineering technical support, subject to the terms of this Agreement.

2.3. Commercial Model ReductSoftware’s Products are licensed under a Subscription, which grants the Customer the right to use the Software and receive Support Services for a defined term, as specified in the applicable invoice. The Subscription must be renewed to maintain continued access to Support Services, Updates, and Upgrades. Continued use of the Software after the end of the Subscription Term is not permitted.

2.4. Applicable Documentation Your rights and obligations under this Agreement include any applicable Documentation, Addenda (such as the Support Services Addendum), and any terms specified in a valid invoice. These documents collectively form a single, binding agreement between you and ReductSoftware.

2.5. Entity-Level Agreement This Agreement applies to the entity identified on the invoice and governs that entity’s use of the Products and Support Services. Affiliates may only use the Products if explicitly permitted in the invoice.

2.6. Exclusions This Agreement does not include:

• Hosting or cloud-based operation of the Software by ReductSoftware;
• Any third-party software or services not expressly licensed by ReductSoftware;
• Professional services (e.g., consulting, integration, or training) unless agreed separately in writing.

2.7. Customer Deployment Responsibilities The Customer is solely responsible for the installation, configuration, operation, and maintenance of the Software within its own environment, including ensuring adequate system security, backup procedures, and compliance with applicable regulations.

2.8. Territorial Use Unless otherwise agreed in writing, the use of the Software is restricted to the geographic location(s) or site(s) specified in the applicable invoice.

2.9. Agreement Hierarchy In the event of a conflict between this Agreement and any referenced or supplemental documents (e.g., Addenda, policies, or order terms), the terms of this Agreement shall prevail unless explicitly stated otherwise in writing.

3. Grant of License​

3.1. License Type Subject to full payment of applicable fees and compliance with this Agreement, ReductSoftware grants the Customer a non-exclusive, non-transferable, non-sublicensable, time-limited license to install and use the Software on the Customer’s internal infrastructure, during the Subscription Term as specified in the applicable invoice or Order Form.

3.2. Use Rights The Customer may use the Software solely for its internal business purposes and only within the licensed scope, including limitations on the number of devices or data volume, as explicitly defined in the applicable invoice or Order Form and in Section 6.1 of this Agreement.

4. Delivery and Installation​

4.1. Delivery Method ReductSoftware will deliver the Software to the Customer electronically, either as a downloadable file, container image, or other suitable method as specified in the invoice. Delivery is deemed complete once ReductSoftware makes the Software available and notifies the Customer of the delivery method.

4.2. Installation The Customer is responsible for installing the Software on its own systems in accordance with the Documentation provided by ReductSoftware. ReductSoftware may, at its discretion, provide limited remote assistance during installation as part of the Support Services.

4.3. Installation Requirements The Customer is responsible for ensuring that the installation environment meets all technical requirements specified by ReductSoftware. ReductSoftware is not responsible for installation failures or degraded performance resulting from incompatible or misconfigured environments.

4.4. Acceptance Unless otherwise agreed in writing, the Software will be deemed accepted upon the earlier of: (a) the successful installation and operational use of the Software; or (b) fourteen (14) days after delivery, provided that no written notice of material non-conformity has been submitted by the Customer during that period.

4.5. Delivery of License Key If the Software requires a license key, ReductSoftware will provide the key to the Customer upon receipt of payment. The license key shall be used solely to enable the use of the Software as permitted under this Agreement and may not be shared, duplicated, or used beyond the licensed scope.

5. Support Services​

5.1. Scope of Support During the active Subscription term, ReductSoftware will provide the Customer with remote Support Services for the Software. These services include technical assistance, issue resolution, and access to updates and bug fixes, as described in the Support Services Addendum.

6. Restrictions​

6.1. License Scope The Customer shall use the Software only within the scope expressly licensed under this Agreement. The license scope, including the permitted number of devices and/or total data volume (e.g., terabytes of storage), is defined in the applicable Order Form or invoice. Any use beyond the licensed scope requires prior written approval from ReductSoftware and may be subject to additional fees.

6.2. Prohibited Uses The Customer shall not, and shall not permit any third party to:

• Modify, adapt, translate, or create derivative works of the Software;
• Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of the Software, except as expressly permitted by applicable mandatory law;
• Copy or distribute the Software, except for backup or archival purposes in accordance with the Documentation;
• Resell, sublicense, rent, lease, or otherwise transfer the Software to any third party without ReductSoftware’s prior written consent;
• Use the Software to provide services to third parties, including in a managed service, outsourcing, or commercial hosting context, unless separately licensed for such use.
• Circumvent or disable any license key, usage limit, or security mechanism embedded in the Software.

6.3. Ownership and Notices The Customer shall not remove, obscure, or alter any proprietary notices, labels, or marks in the Software or Documentation. The Software is licensed, not sold, and all intellectual property rights remain with ReductSoftware and its licensors.

6.4. Compliance The Customer agrees to use the Software in compliance with all applicable laws and regulations, including export control laws and any restrictions related to open-source components included in the Software.

7. Payment Terms​

7.1. Invoicing ReductSoftware will issue an invoice for the Software license and associated services either (i) following the Effective Date specified in a signed Order Form; or (ii) upon mutual agreement with the Customer where no Order Form is used. In both cases, the invoice will specify the licensed Software, scope, Support Services (if applicable), applicable fees, and payment instructions.

7.2. Payment Deadline Unless otherwise stated in the invoice, all fees are due within thirty (30) calendar days from the invoice date. The Customer is responsible for any bank charges, currency conversion fees, or international transfer costs, and must ensure that the full invoiced amount is received by ReductSoftware without deductions.

7.3. Taxes All fees are stated exclusive of value-added tax (VAT) or any other applicable indirect taxes. The Customer is responsible for paying all taxes, duties, or similar charges imposed in connection with this Agreement, excluding taxes based on ReductSoftware’s net income.

For Customers located within the European Union, VAT may be subject to the reverse charge mechanism under EU Directive 2006/112/EC, in which case the Customer shall account for VAT accordingly. For Customers outside the EU, the Customer shall be responsible for any applicable import duties, withholding taxes, or other local taxes or charges applicable in their jurisdiction.

7.4. Late Payment If the Customer fails to pay any amount by the Due Date, ReductSoftware may charge interest on the overdue amount at a rate of 1.5% per month, calculated from the day following the Due Date until full payment is received. This is without prejudice to any other rights or remedies available to ReductSoftware.

7.5. No Set-Off or Withholding All payments shall be made in full without any set-off, counterclaim, deduction, or withholding, except where required by law. If any withholding is required, the Customer shall increase the amount paid to ensure that ReductSoftware receives the full invoiced amount.

7.6. Refunds Payments are non-refundable, except as expressly provided in Section 4.4 (Acceptance). If the Customer notifies ReductSoftware in writing of a material non-conformity within the 14-day acceptance period and ReductSoftware is unable to remedy the issue within a reasonable time, the Customer may reject the Software. In such case, the Customer is entitled to a full refund of the license fee paid for the affected Software, and the license shall immediately terminate. The Customer must delete all copies of the Software and confirm deletion in writing.

8. Confidentiality​

8.1. Confidential Information “Confidential Information” means any non-public, proprietary, or confidential information disclosed by one Party (“Disclosing Party”) to the other (“Receiving Party”) in connection with this Agreement, whether in written, oral, or electronic form, that is designated as confidential or should reasonably be understood to be confidential by its nature. This includes, without limitation, technical data, source code, pricing, documentation, business plans, and customer information.

8.2. Obligations of Confidentiality Each Party agrees to:

• Maintain the confidentiality of the other Party’s Confidential Information using at least the same degree of care it uses to protect its own confidential information, but in no event less than reasonable care;
• Not disclose the other Party’s Confidential Information to any third party except to its employees, consultants, or advisors who have a legitimate “need to know” and are subject to confidentiality obligations at least as protective as those in this Agreement;
• Use the Confidential Information solely for the purpose of fulfilling its obligations under this Agreement.

8.3. Exceptions Confidential Information does not include information that the Receiving Party can demonstrate:

• Was lawfully known to it before disclosure by the Disclosing Party;
• Becomes publicly available through no fault of the Receiving Party;
• Was independently developed without reference to the Disclosing Party’s Confidential Information;
• Is lawfully disclosed to the Receiving Party by a third party without restriction.

8.4. Required Disclosures If the Receiving Party is required by law or court order to disclose Confidential Information, it shall (where legally permitted) provide prompt written notice to the Disclosing Party and cooperate to seek appropriate protective measures.

8.5. Duration of Confidentiality The obligations in this Section 8 shall survive for a period of five (5) years after termination or expiration of this Agreement, except for trade secrets, which shall remain confidential for as long as they qualify as trade secrets under applicable law.

9. Data Protection​

9.1. Roles of the Parties Each Party shall comply with its respective obligations under applicable data protection laws, including the General Data Protection Regulation (EU) 2016/679 (“GDPR”). The Parties acknowledge that, under this Agreement, ReductSoftware does not process personal data on behalf of the Customer in the role of a data processor, as the Software is deployed on the Customer’s own infrastructure.

9.2. Personal Data in Support To the extent that personal data is shared with ReductSoftware during the provision of Support Services (e.g., via support tickets or diagnostic logs), such processing shall be limited, incidental, and solely for the purpose of fulfilling support obligations under this Agreement. In such cases, ReductSoftware shall act as an independent data controller.

9.3. No Special Categories of Data The Customer agrees not to provide ReductSoftware with any personal data that qualifies as a special category of data under Article 9 GDPR (e.g., health data, biometric data, or data relating to religious or political beliefs), nor any personal data that requires additional security measures or statutory processing requirements.

9.4. Security Measures ReductSoftware shall implement appropriate technical and organizational measures to protect any personal data it may process in the context of Support Services, consistent with industry best practices and its Privacy Policy.

9.5. Privacy Policy For further details on how ReductSoftware handles personal data, the Customer may refer to the ReductSoftware Privacy Policy, available at: https://www.reduct.store/privacy/

10. Publicity and Marketing​

10.1. Use of Customer Name and Logo The Customer grants ReductSoftware a limited, non-exclusive, non-transferable, royalty-free license to use the Customer’s name and logo (“Customer Marks”) solely for the purpose of identifying the Customer as a user of ReductSoftware’s products and services in its publicly available marketing and promotional materials, including its website, presentations, and customer lists.

10.2. Brand Guidelines ReductSoftware agrees to use the Customer Marks in a manner consistent with the Customer’s brand usage guidelines, if such guidelines are provided in writing in advance.

10.3. Right to Revoke The Customer may revoke the rights granted in this Section at any time by providing written notice to ReductSoftware. Upon receipt of such notice, ReductSoftware will remove the Customer Marks from all online marketing materials within a reasonable time and will refrain from using them in new materials thereafter.

10.4. No Endorsement Unless expressly agreed in writing, nothing in this Agreement shall be construed to imply that the Customer endorses ReductSoftware or its products.

11. Warranties​

11.1. Mutual Warranties Each Party represents and warrants that it has the legal power and authority to enter into this Agreement and to perform its obligations under it.

11.2. ReductSoftware Warranties ReductSoftware warrants that:

• (a) the Software, when used in accordance with the Documentation, will perform substantially as described for a period of ninety (90) days from the Effective Date (“Warranty Period”);
• (b) Support Services will be performed in a professional and workmanlike manner by appropriately qualified personnel.

11.3. Customer Remedies If, during the Warranty Period, the Customer notifies ReductSoftware in writing of a reproducible material defect that makes it impossible to use the Software for its intended business purposes, ReductSoftware will, at its discretion:

• (a) repair the defect;
• (b) provide a workaround; or
• (c) if neither (a) nor (b) is reasonably possible, accept return of the Software and refund the license fee, thereby terminating the license.

11.4. Exclusions The above warranty does not apply to defects caused by:

• (a) use of the Software not in accordance with the Documentation;
• (b) modifications not made or authorized by ReductSoftware;
• (c) use in combination with third-party software or hardware not approved by ReductSoftware;
• (d) Customer’s failure to install updates or patches made available during the Warranty Period.

11.5. Exclusive Remedy This Section sets forth the Customer’s exclusive remedy and ReductSoftware’s entire liability for breach of the warranties in this Agreement.

12. Disclaimer of Warranties​

Except as expressly provided in Section 11 (Warranties), the Software, Support Services, and all related deliverables are provided “as is” and without any other warranties of any kind, whether express, implied, or statutory.

To the maximum extent permitted by applicable law, ReductSoftware expressly disclaims all implied warranties, including without limitation any implied warranties of merchantability, fitness for a particular purpose, non-infringement, accuracy, or that the Software will be uninterrupted, error-free, or meet the Customer’s requirements.

The Customer is solely responsible for determining whether the Software meets its technical, performance, security, and business needs prior to entering into this Agreement.

13. Limitation of Liability​

13.1. General Limitation To the maximum extent permitted by applicable law, ReductSoftware’s total liability arising out of or in connection with this Agreement shall be limited to the amount of license fees paid by the Customer under this Agreement in the twelve (12) months preceding the event giving rise to the claim.

13.2. Exclusion of Indirect Damages ReductSoftware shall not be liable for any indirect, incidental, consequential, or punitive damages of any kind, including but not limited to loss of profits, loss of business, or loss of data, even if advised of the possibility of such damages.

13.3. Exceptions The limitations set forth in this Section shall not apply to liability resulting from:

• (a) willful misconduct (Vorsatz) or gross negligence (grobe Fahrlässigkeit),
• (b) injury to life, body, or health,
• (c) fraudulent concealment of a defect, or
• (d) any mandatory liability under the German Product Liability Act (Produkthaftungsgesetz).

13.4. Allocation of Risk The Parties agree that the limitations of liability in this Section reflect a reasonable allocation of risk and form an essential basis of the bargain between the Parties.

14. Indemnification​

14.1. ReductSoftware’s Obligation ReductSoftware shall indemnify and hold harmless the Customer from and against any final court judgment or settlement approved by ReductSoftware arising from a third-party claim that the unmodified Software, as delivered by ReductSoftware and used in accordance with this Agreement and the Documentation, infringes a patent, copyright, or other intellectual property right enforceable in the European Economic Area (EEA).

14.2. Customer’s Obligation The Customer shall indemnify and hold harmless ReductSoftware against third-party claims resulting from:

• (a) use of the Software in violation of this Agreement;
• (b) combination of the Software with non-ReductSoftware systems, software, or data where the claim would not have arisen but for such combination;
• (c) use of the Software after ReductSoftware has informed the Customer to stop due to a potential claim.

14.3. Conditions The indemnifying Party's obligations under this Section are subject to the following conditions:

• (a) The indemnified Party promptly notifies the indemnifying Party in writing of the claim;
• (b) The indemnifying Party is given sole control of the defense and settlement of the claim;
• (c) The indemnified Party provides reasonable cooperation in the defense of the claim, at the indemnifying Party’s expense.

14.4. Limitations ReductSoftware shall not be liable for any claim to the extent it arises from:

• (a) unauthorized modification of the Software;
• (b) use not in accordance with the Agreement or Documentation;
• (c) use with third-party data, hardware, or software not provided or explicitly approved by ReductSoftware.

14.5. Remedies In the event of a valid claim under Section 13.1, ReductSoftware may, at its discretion:

• (a) obtain the right for the Customer to continue using the Software;
• (b) modify the Software to make it non-infringing;
• (c) replace the Software with a non-infringing equivalent; or
• (d) if none of the above are commercially reasonable, terminate the license and refund the license fee on a pro rata basis.

15. Term and Termination​

15.1. Term The term of this Agreement begins on the Effective Date and continues for the duration of the License Term specified in the applicable invoice. The License is granted for a fixed period and does not automatically renew unless explicitly stated in writing.

15.2. Termination for Convenience Either Party may terminate this Agreement for convenience by providing the other Party with at least thirty (30) days’ prior written notice. Termination for convenience does not relieve the Customer of its obligation to pay any fees due for the full License Term.

15.3. Termination for Cause Either Party may terminate this Agreement with immediate effect by written notice if the other Party: (a) commits a material breach of this Agreement and fails to cure such breach within thirty (30) days after receiving written notice of the breach; or (b) becomes insolvent, is subject to bankruptcy or similar proceedings, or ceases to operate in the ordinary course of business.

15.4. Termination for Non-Payment ReductSoftware may suspend or terminate the Agreement or any Support Services immediately if the Customer fails to pay undisputed amounts when due and does not cure the default within fourteen (14) days of receiving written notice.

15.5. Effects of Termination Upon termination or expiration of this Agreement: (a) the Customer must immediately cease all use of the Software and delete or destroy all copies in its possession or control; (b) any outstanding payment obligations shall become immediately due and payable; and (c) Sections that by their nature are intended to survive termination (including those on confidentiality, limitations of liability, intellectual property, and payment obligations) shall remain in effect.

15.6. No Refunds Unless otherwise agreed in writing, termination of the Agreement does not entitle the Customer to a refund of any fees already paid.

16. Updates to Terms​

We may update these Terms of Service from time to time. The updated version will apply from the date it is published on our website. If you renew your subscription by paying the license fee for a new term, you agree to be bound by the version of the Terms in effect at the time of renewal.

17. Governing Law and Jurisdiction​

17.1. Governing Law This Agreement shall be governed by and construed in accordance with the laws of the Federal Republic of Germany, excluding its conflict of law provisions and the United Nations Convention on Contracts for the International Sale of Goods (CISG).

17.2. Jurisdiction If the Customer is a merchant (Kaufmann), a legal entity under public law, or a special fund under public law, the exclusive place of jurisdiction for all disputes arising out of or in connection with this Agreement shall be the courts of Hamburg, Germany.

17.3. Language The governing language of this Agreement is English. Any translations are provided for convenience only and shall not affect the interpretation of this Agreement.

18. Miscellaneous​

18.1. Notices Any notices under this Agreement must be in writing and delivered by hand, email (with confirmation of receipt), or registered post to the contact details specified in the invoice or otherwise communicated in writing by the Parties.

18.2. Assignment The Customer may not assign or transfer this Agreement, in whole or in part, without the prior written consent of ReductSoftware. ReductSoftware may assign this Agreement to a successor entity in the event of a merger, acquisition, or sale of substantially all assets, provided such entity assumes ReductSoftware’s obligations under this Agreement.

18.3. Amendments No amendment or modification of this Agreement shall be valid unless made in writing and signed by both Parties. This requirement for written form also applies to any waiver of this clause.

18.4. Force Majeure Neither Party shall be liable for any delay or failure to perform its obligations under this Agreement due to causes beyond its reasonable control, including but not limited to acts of God, natural disasters, war, strikes, or governmental actions. The affected Party must promptly notify the other and make reasonable efforts to resume performance.

18.5. Entire Agreement This Agreement, including all referenced or attached documents (such as the Support Services Addendum and the invoice), constitutes the entire agreement between the Parties and supersedes all prior agreements, understandings, and communications, whether oral or written, relating to the subject matter.

18.6. Severability If any provision of this Agreement is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect. The invalid provision shall be replaced by a valid one that most closely reflects the Parties' original intent.

18.7. No Waiver The failure of either Party to enforce any provision of this Agreement shall not constitute a waiver of future enforcement of that or any other provision.

18.8. Language This Agreement is made in English. In case of conflict between the English version and any translation, the English version shall prevail.

Support Services Addendum​

This Support Services Addendum (this "Addendum") describes the Support Services to be provided under the Agreement between Customer and ReductSoftware. Capitalized terms not defined in this Addendum have the meanings given to them in the Agreement.

1. Definitions​

1.1. “Problem” A failure of the Supported Software to substantially conform to the functional specifications set forth in the applicable Documentation provided by ReductSoftware.

1.2. “Support Services” The services provided by ReductSoftware under this Agreement, including Architecture Review, Software Support, and Problem Resolution.

1.3. “Updates and Upgrades” Subsequent versions of the Supported Software provided by ReductSoftware. Updates and Upgrades do not include separately licensed products or features that require additional payment.

1.4. “Workaround” A temporary or interim solution (e.g., a patch or configuration change) provided to avoid or mitigate the effects of a Problem.

1.5. “Architecture Review” An evaluation by ReductSoftware to assess the compatibility of the Supported Software with the Customer’s systems, architecture standards, and business goals. The purpose is to identify potential issues and recommend improvements for performance and integration.

1.6. “Software Support” Technical assistance provided by ReductSoftware to address questions, issues, or usage problems related to the Supported Software. Includes troubleshooting, diagnostics, and feature guidance.

1.7. “Problem Resolution” The process of investigating and resolving Problems, including providing Workarounds, Updates, or Upgrades as appropriate.

1.8. “Plan” The specific level of Support Services (e.g., Standard, Premium) purchased by the Customer, as indicated in the applicable invoice.

1.9. “Chat” A real-time text communication method via the Internet used to provide support to the Customer.

2. Support Services​

2.1. Eligibility Upon payment of the applicable fees, ReductSoftware shall provide Support Services as described in this Addendum. The Customer is eligible to receive Support Services only during the active Subscription Term and in accordance with the Support Plan specified in the applicable invoice.

2.2. Maintenance; Updates and Upgrades As part of the Support Services, ReductSoftware shall use commercially reasonable efforts to maintain the Supported Software so that it operates in substantial conformity with the applicable Documentation and without material Problems. ReductSoftware will provide the Customer with guided Updates and Upgrades during the Subscription Term, at no additional charge. These will be delivered in accordance with ReductSoftware’s update procedures and versioning policy.

2.3. Support Channels and Response Times ReductSoftware will assist the Customer in Problem Resolution via direct engineering support delivered remotely over the Internet. ReductSoftware agrees to use commercially reasonable efforts to acknowledge Problems reported by the Customer within the following timeframes:

• Standard and IoT Plans: within two (2) business days
• Premium Plan: within four (4) business hours

Initial Problem reports must be submitted via email to support@reduct.store. Depending on the applicable Support Plan, subsequent communications may occur through the following channels:

• Standard and IoT Plans: Email and Chat
• Premium Plan: Email, Chat, or video call

2.4. Customer Responsibilities To assist in resolving a Problem efficiently, the Customer should collect and provide the following information when submitting a support request:

• (a) Any error messages or other indications observed when the Problem occurred
• (b) A description of the actions being performed when the Problem occurred
• (c) Steps taken to reproduce the Problem
• (d) Any attempted solutions or workarounds already tried
• (e) Relevant system logs or diagnostic outputs

2.5. Problem Resolution Upon receipt of a properly submitted Problem report, ReductSoftware will use commercially reasonable efforts to reproduce and resolve the Problem. ReductSoftware will continue such efforts until the Problem is resolved or a Workaround is provided. The Customer shall cooperate in good faith with ReductSoftware’s support efforts, including by responding to follow-up questions and providing technical information as reasonably requested.

3. Obligations of Customer​

3.1. Point of Contact The Customer shall designate an Authorized Representative (Admin) who will serve as the main point of contact for all matters related to the Support Services, including communication, coordination, and billing.

3.2. Pre-Submission Procedures Before requesting Support Services, the Customer must comply with all published operating and troubleshooting procedures for the Supported Software. If the issue remains unresolved, the Customer shall promptly notify ReductSoftware. The Customer shall confirm that the following conditions are met prior to contacting support:

3.2.1. Reproduction The Problem is reproducible in a supported instance of the Supported Software, where reasonably possible.

3.2.2. Release Level The Supported Software is running on a release version currently supported by ReductSoftware, as defined in Section 4.2 of this Addendum.

3.2.3. Support Representative The designated Customer contact must possess sufficient technical knowledge of the Supported Software and any related systems, and be familiar with the circumstances surrounding the Problem.

3.2.4. Access The Customer contact must have full access to the system and all relevant software and hardware components during communications with ReductSoftware support personnel.

3.2.5. Cooperation The Customer agrees to follow reasonable instructions and guidance provided by ReductSoftware’s support personnel.

3.3. Updates and Upgrades The Customer acknowledges that certain Updates or Upgrades may require retraining or reconfiguration efforts on their part. ReductSoftware will provide guidance but is not responsible for internal Customer training or change management unless separately agreed.

3.4. Test Cases ReductSoftware may request that the Customer provide a reproducible test case and sufficient documentation to investigate and resolve a Problem. If the Customer fails to provide this, ReductSoftware’s obligation to resolve the Problem is suspended until the required materials are delivered.

3.5. Disclaimer (Customer-Related Issues) ReductSoftware shall not be responsible for providing Support Services, Updates, or maintenance if the Problem arises from: (a) misuse, improper use, misconfiguration, alteration, or damage to the Supported Software; (b) use of the Software with unsupported hardware or third-party software; (c) failure to install provided Updates or Upgrades that would have resolved the Problem; or (d) any use of the Software inconsistent with the Agreement, Documentation, or ReductSoftware’s written instructions.

4. Limitation on Maintenance and Support​

4.1. Customer-Caused Defects ReductSoftware shall have no obligation to repair or address any Problem that arises due to the Customer’s misuse, misconfiguration, or failure to comply with the terms of the Agreement. However, if the Customer expressly requests such services in writing and agrees to applicable fees, ReductSoftware may, at its discretion, provide consulting services in accordance with Section 3.3 of this Addendum.

4.2. Supported Release Period ReductSoftware will provide Support Services only for releases of the Supported Software that:

• were made generally available within the past 12 months for Standard and IoT Plans, or
• within the past 36 months for the Premium Plan, but in any case, not earlier than the Effective Date of the Agreement.

4.3. Third-Party Products and Modifications Support Services do not include any support for third-party hardware, software, or services. Additionally, ReductSoftware is not responsible for support of the Supported Software to the extent it has been altered, modified, or used in breach of the Agreement or in a manner inconsistent with the Documentation.

4.4. Training Exclusion Unless expressly purchased as an additional service, Support Services do not include training or instruction regarding the installation, configuration, administration, or operation of the Supported Software.

4.5. Data Responsibility ReductSoftware shall not be liable for any loss, corruption, or damage to Customer data, regardless of the cause. The Customer remains solely responsible for maintaining adequate data backups and redundancy.

Annex A: Support Plan Overview​

This Annex describes the Support Plans offered by ReductSoftware as part of the Support Services. The applicable Plan for the Customer is specified in the invoice.

Notes:

• Business Hours: Monday–Friday, 9:00–17:00 CET, excluding German public holidays.
• Response Time refers to initial acknowledgment, not resolution.
• IoT Plan is designed for embedded/edge deployments with lightweight integration needs.
• Premium Plan customers may request periodic strategic reviews or escalation calls as part of their Architecture Review entitlement.

Annex B: Order Form Template​

This Order Form (“Order”) is issued pursuant to and subject to the terms and conditions of the ReductSoftware License and Support Agreement (the “Agreement”) between ReductSoftware UG and the Customer identified below.

Customer Name:      [Customer Legal Name]
Customer Address:   [Full Legal Address]
Contact Person:     [Name, Email, Phone]
Effective Date:     [YYYY-MM-DD]
Subscription Term:  [12 months] or [custom duration]
Software Licensed:  [e.g., ReductStore On-Prem Version X.Y]
License Scope:      [List of components covered under Support Services]
Support Plan:       [Standard / IoT / Premium] (per Annex A)
Delivery Method:    [Docker/virtual machine/ binary]
Annual Fee:         [Amount]
Optional Services:  [e.g., Training, On-Site Support, Additional Consulting – Add-on]
Additional Notes:   [Custom terms, e.g., VAT status, PO reference, etc.]

By signing below, the Customer agrees to be bound by the Agreement
and the terms of this Order Form.


Date, Place: _______  Customer Signature _________________  Name, Title: ________________

Date, Place: _______  ReductSoftware UG Signature ________  Name, Title: ________________