Legal
CALQORE SUPPORT TERMS
Supplementary to the CalQore General Terms and Conditions and the NLdigital Terms 2025
Version: 10-9-2026 · CalQore B.V., ’s-Hertogenbosch, the Netherlands · This is a translation; in the event of any difference in interpretation, the Dutch text prevails.
Our approach
CalQore and its resellers pick up every question and every report as quickly as they can. Where Customer’s work has come to a standstill, that takes priority over everything else, and CalQore looks for a fix or a workable interim solution.
Questions that are not problems, such as how something works or how it could be done more easily, are equally welcome. They are part of using the Software and count as support.
Who these terms apply to
This is CalQore’s support policy. It describes how CalQore and its resellers work and applies to every customer with a current subscription or current Maintenance. Support and the correction of defects cover the most recent version of the Software and, for three months after that version has been made available, the version before it. No updates, corrections or support are provided for older versions.
These terms are not a separately agreed service level agreement within the meaning of article 14.8 of the CalQore General Terms and Conditions. Where a customer wants firm, contractually enforceable service levels, those are agreed separately and recorded in the Order Confirmation. Terms defined in the CalQore General Terms and Conditions have the same meaning here.
CalQore may amend this policy, but not in a way that materially reduces the level of service during a current subscription period. The current version is published on the website.
Who Customer turns to
Support is provided by the reseller active in Customer’s region. That reseller knows Customer’s situation and is the first point of contact for all reports and questions. Which reseller this is and how to reach it is stated in the Order Confirmation or in that reseller’s quotation. Where no reseller is active in Customer’s region, CalQore provides support itself.
The reseller remains the first point of contact and deals with what it can resolve itself. Where it cannot, or where a report calls for further investigation or a change to the Software, it escalates to CalQore. Customer agrees the availability and handling of the first line with its reseller; those fall outside this policy. Where Customer and reseller cannot resolve matters between them, Customer may approach CalQore directly.
CalQore is available on working days from 08:30 to 17:00 Dutch time, excluding public holidays recognised in the Netherlands. Support is provided in Dutch or English.
What CalQore helps with
Support means explanation, thinking along and investigation. It covers:
reports concerning the functioning of the Software
questions about use, settings and possibilities
information on updates and releases
investigating and remedying reproducible defects in the Software
brief help with a setting or with tracing a cause
remote assistance by screen sharing
What is charged on a time-and-materials basis
As soon as the character shifts from explanation to work CalQore carries out for Customer, it is an assignment rather than support. This covers:
setting up or changing materials, machines, operations, rates, costing rules or templates
implementation, configuration, migration and training
customisation and integration work on third-party systems
putting right the consequences of changes Customer has made itself
investigating a problem that turns out to lie in Customer’s environment or with a third party
work requiring more than a single exchange
CalQore says in advance when a question moves into this territory and agrees what is needed. Time is charged only once Customer has agreed, at the rates then applicable. Advice on costing, material or production choices and recovery of Customer’s data fall outside the services.
Priorities
Customer indicates how urgent a report is. CalQore sets the level on the basis of the impact and explains where it departs from that. Once an interim solution becomes available, the level is lowered.
P1 – Critical
When: Work has stopped. The Software does not function or is unusable and there is no workable alternative.
How CalQore takes it up: Receives immediate attention, takes precedence over other reports and is taken up the same working day.
P2 – High
When: Work is seriously hindered. A material function does not work or works incorrectly.
How CalQore takes it up: Taken up by the next working day at the latest.
P3 – Normal
When: Something does not work as it should, but work can continue.
How CalQore takes it up: Taken up in order of receipt and impact.
P4 – Low
When: Questions about use and product information, minor improvements and suggestions.
How CalQore takes it up: Handled as part of the regular workflow. Suggestions are considered when the development schedule is reviewed.
The level determines how quickly a report is taken up and what precedence it is given. It says nothing about when a problem is resolved: that depends on the cause, which is not known in advance. See Remedy below.
This describes how CalQore itself handles reports, during office hours, from the moment a report is escalated by the reseller or comes in to CalQore directly. While a report is open, CalQore keeps Customer informed. An automated acknowledgement of receipt does not constitute a response.
Remedy
CalQore works to remedy a reported defect or to offer a workable interim solution, and says what Customer can expect. When a defect is definitively resolved depends on its nature and impact and on the development schedule. Fixed resolution times are not given, because the cause of a defect is not known in advance.
Remote assistance
Often something is resolved in a matter of minutes by taking a look together. Screen sharing software may be used for this, which Customer installs within its own environment. Customer stays in control: the User starts the session or consents to it and can end it at any time, decides what appears on screen, and gives separate consent where taking a turn with the mouse or keyboard is easier. Sessions are not recorded unless Customer wants that.
It helps if only what relates to the report appears on screen. That keeps the focus on the problem and keeps Customer’s and third parties’ data out of view.
What helps to reach a solution quickly
Customer designates one or more contact persons. The more complete a report, the sooner it can be worked on: what happened, when, how to reproduce it, which files or components are involved, the version of the Software and, for P1 or P2, what it means for the work. An investigation sometimes requires access, a sample file or a test environment; these are requested only where necessary and treated confidentially. Where information or a test is awaited, handling is paused for that period.
What this does not cover
CalQore will always take a look, including where a problem turns out to lie outside the Software. The handling described above does not apply to reports originating in:
equipment, operating systems, network, storage, virtualisation or security software within Customer’s environment
third-party systems, services or APIs
use departing from the documentation or from the CalQore General Terms and Conditions
changes made to the Software without CalQore’s consent
incorrect or incomplete Customer Data, rules, rates or settings
failure to install updates that have been made available
test, preview and beta functionality
force majeure within the meaning of the NLdigital Terms 2025
Investigating such a report is charged on a time-and-materials basis as described above.
Availability and maintenance
The core of the Software runs locally within Customer’s environment; availability is therefore determined in part by that environment, and CalQore gives no availability percentage for it. For components depending on an external connection, availability is kept as high as possible.
CalQore does not carry out maintenance within Customer’s environment. A new version is made available and Customer decides for itself when to install it. Updates that matter for security are announced separately; installing those as a matter of priority is recommended.
If things do not go as expected
Where Customer feels a report is making insufficient progress, it can raise this through escalatie@calqore.com. It will be looked at as a priority. Where a P1 report remains open longer, the parties will discuss how to proceed at management level. On request, CalQore provides an overview of reports and their status.
Handling of reports and personal data
Automated tools, including AI, may be used in the initial handling of a report to classify it, answer it or route it to the right person. A member of staff remains involved as soon as that is needed.
Data may be processed outside the European Economic Area for the support environment and this handling, on a legally permitted transfer basis. Personal data is otherwise handled in accordance with CalQore’s privacy policy and, for data CalQore processes on Customer’s behalf, in accordance with the data processing agreement. Please do not send data that is not needed for the report.
Contact
CalQore B.V., Europalaan 24 G, 5232 BC ’s-Hertogenbosch, the Netherlands
Chamber of Commerce: 42091594 · VAT: NL869675874B01 · support: support@calqore.com · telephone: +31 85 0747007