Support & Maintenance

Support conditions for the PP2P ORVANE software — Version of 13 June 2026

1. Purpose

This document sets out the support and maintenance conditions for the PP2P ORVANE software. It supplements the End User Licence Agreement (EULA) and the Terms of Sale. Two levels of support are offered: Standard Support included with any active licence, and an optional Premium Support.

2. Standard Support — included with the licence

As long as the licence is active, the Customer benefits, at no extra cost, from:

  • access to the security updates of the Software;
  • access to corrective updates (bug fixes);
  • email support (contact@pp2p.io), handled within a reasonable timeframe, for usage questions and incidents.

Standard Support does not include telephone assistance, deployment support, or any time commitment (SLA).

3. Premium Support — option

Premium Support is an optional service, subscribed to separately, which adds to Standard Support:

  • Priority assistance with a reduced response time;
  • Telephone support during business hours;
  • Deployment support across the Customer's estate;
  • Help with offboarding and certificate / revocation management;
  • Assistance during audits (security, compliance).

Response times (business hours):

Incident level Response time
Critical (service unavailable)< 4 business hours
High (major function degraded)< 1 business day
Medium< 3 business days
Low (question, minor request)< 5 business days

Response times (first qualified reply), distinct from resolution times, which depend on the complexity of the incident.

Indicative price: €490 excl. VAT / year, per organisation, except where a specific quote applies for large-scale deployments (100+ workstations).

4. Comparison

Service Standard (included) Premium (option)
Security updates✓✓
Corrective updates✓✓
Email support✓✓ (priority)
Telephone support—✓
Deployment support—✓
Offboarding / certificate help—✓
Assistance during audits—✓

5. Exclusions

Support does not cover: incidents resulting from use that does not comply with the documentation or the EULA, from an unauthorised modification of the Software, from a faulty hardware or software environment, or from third-party components outside the scope of the Software. Bespoke developments are subject to a separate quote.

6. Term, liability and applicable law

Support is provided for as long as the licence (and, where applicable, the Premium option) is active. The Publisher's liability in respect of support falls within the limits set out in the EULA and the Terms of Sale. This document is governed by French law.

Publisher: PP2P TECHNOLOGIES — SASU, SIREN 995 286 689 — contact@pp2p.io