Enterprise Support Terms

Review the full contract terms and conditions.

Last updated: 2026-09-30

Preamble

RACKSLAB is an open-source software company specializing in solutions that help organizations manage High-Performance Computing (HPC) activities.

The Client may subscribe to support and maintenance services relating to the Software edited, developed or made available by RACKSLAB.

These Enterprise Support Terms define the conditions under which RACKSLAB provides N2-N3 support, helpdesk assistance, ticketing services and related technical assistance to the Client.

These Enterprise Support Terms supplement the General Terms and Conditions accepted by the Client. Unless otherwise defined herein, capitalized terms shall have the meaning given to them in the General Terms and Conditions.

The Client acknowledges that the Software is intended to be installed, hosted and operated on the Client’s own infrastructure or environment, under the Client’s sole control and responsibility, unless expressly agreed otherwise in the applicable Order or Quote.

Definitions

For the purposes of these Enterprise Support Terms, the following terms shall have the meaning set out below, whether used in the singular or plural form:

Business Hours: means 8:00 a.m. to 5:00 p.m., Paris time, on Business Days, unless otherwise specified in the applicable Order or Quote.

Client Environment: means the Client’s own infrastructure, hardware, software environment, network, operating systems, dependencies, configuration, security policies, access rights and technical environment in which the Software is installed, hosted, operated or used.

Corrective Release: means a release, patch, update, version or other corrective element made available by RACKSLAB in order to correct, reduce or address an Issue affecting the Software.

General Terms and Conditions or GTC: means RACKSLAB’s general terms and conditions accepted by the Client.

Initial Response Time: means the target period within which RACKSLAB will provide an initial response to a Ticket during Support Hours, as specified in these Enterprise Support Terms or in the applicable Order or Quote.

Issue: means a reproducible malfunction, anomaly, error or technical difficulty affecting the Software and reported by the Client through a Ticket.

Software: means the open-source software solution edited, developed, distributed or made available by RACKSLAB and covered by the Support Services, as specified in the applicable Order or Quote.

Support Hours: means Business Hours on Business Days, excluding French public holidays, unless otherwise specified in the applicable Order or Quote.

Support Services: means the N2-N3 support, helpdesk assistance, ticketing services, corrective support and related technical assistance provided by RACKSLAB under these Enterprise Support Terms.

Enterprise Support Terms : means these support/maintenance terms.

Supported Version: means a version of the Software supported by RACKSLAB in accordance with article 10.

Ticket: means a support request submitted by the Client through the helpdesk, ticketing tool or any other support channel made available by RACKSLAB.

Workaround: means a temporary solution, configuration change, operational recommendation or alternative method intended to reduce or bypass the impact of an Issue, without necessarily correcting the underlying cause.

Contractual Documents and Order of Precedence

The Support Services are governed by the following contractual documents:

  1. The applicable Order or Quote accepted by the Client;
  2. These Enterprise Support Terms;
  3. The General Terms and Conditions;
  4. Any technical documentation made available by RACKSLAB, solely to the extent it does not contradict the above documents.

In case of conflict between these documents, the document listed first shall prevail over the following documents, but only with respect to the subject matter of the conflict.

The Client’s purchase terms, procurement terms, purchase order terms or any other terms issued by the Client shall not apply, unless expressly accepted in writing by RACKSLAB.

Subscription to Support Services

The Client may subscribe to Support Services through the Platform, through an online Order, or on the basis of a Quote issued by RACKSLAB, provided that the Client holds a valid Enterprise License or OEM License for the relevant Software. Support Services may not be subscribed to or maintained independently from such License.

The Contract relating to the Support Services is formed when the Client accepts the applicable Order or Quote and accepts these Enterprise Support Terms and the General Terms and Conditions, in accordance with the ordering and acceptance provisions of the General Terms and Conditions.

Payment and the availability of the Support Services are governed separately by the applicable payment schedule and contractual terms.

The Client acknowledges and agrees that ticking the relevant acceptance box, clicking on any button such as “Order”, “Confirm”, “Accept Quote”, “Sign”, “Pay” or any equivalent button displayed on the Platform, and completing the online acceptance or ordering process, shall constitute the Client’s full and binding acceptance of the applicable contractual documents.

RACKSLAB may rely on electronic records, logs, timestamps, identifiers, IP addresses, Account information, Order records, Quote acceptance records, version numbers of accepted contractual documents, payment records and any other electronic evidence in accordance with the General Terms and Conditions.

Scope of Support Services

The Support Services are intended to provide N2-N3 technical assistance for the Software covered by the applicable Order or Quote.

Subject to the conditions and exclusions set out in these Enterprise Support Terms, the Support Services may include:

  1. Analysis of Tickets submitted by the Client;
  2. Written explanations or guidance through the ticketing tool, including configuration-related explanations;
  3. Assistance in diagnosing reproducible Issues;
  4. Recommendations intended to help the Client address or reduce the impact of an Issue;
  5. Workarounds, where reasonably possible;
  6. Corrective Releases, where RACKSLAB decides that a correction should be integrated into a future version, release, patch or update of the Software.

The Support Services are provided remotely, unless expressly agreed otherwise in the applicable Order or Quote.

RACKSLAB shall use reasonable professional skill and care in providing the Support Services, in accordance with an obligation of means.

Excluded Services

Unless expressly stated otherwise in the applicable Order or Quote, the Support Services do not include:

  1. Requests for new features;
  2. Specific developments, custom developments, custom integrations or software customization;
  3. Installation, deployment, hosting or operation of the Software on the Client Environment;
  4. System administration, infrastructure administration or managed services;
  5. Monitoring of the Client Environment;
  6. Data migration, data recovery, backup management or reversibility services;
  7. Training;
  8. Cybersecurity audit, penetration testing or security certification;
  9. On-site intervention;
  10. Support for Software versions that are not Supported Versions;
  11. Support for issues caused by the Client Environment, incorrect configuration, misuse, abnormal use or failure to follow documentation;
  12. Support for third-party software, third-party infrastructure, third-party components, dependencies, libraries, operating systems or tools not developed or controlled by RACKSLAB;
  13. Correction of issues resulting from modifications made by the Client or by any third party not authorized by RACKSLAB;
  14. Any service not expressly included in the applicable Order, Quote or these Enterprise Support Terms.

Any excluded service may be subject to a separate Quote.

Support Hours and Initial Response Time

Unless otherwise specified in the applicable Order or Quote, Support Services are provided during Support Hours, from Monday to Friday, 8:00 a.m. to 5:00 p.m., Paris time, excluding French public holidays.

RACKSLAB shall use reasonable efforts to provide an initial response to each Ticket within four (4) Business Hours during Support Hours.

The Initial Response Time applies only to the first response provided by RACKSLAB after receipt of a Ticket containing sufficient information to begin analysis.

The Initial Response Time does not constitute a resolution time, workaround time, correction time, delivery time or commitment to provide a Corrective Release.

Tickets submitted outside Support Hours shall be deemed received at the beginning of the next Support Hours.

No service credit, penalty, refund or automatic compensation shall apply in case of failure to meet the Initial Response Time, unless expressly provided otherwise in the applicable Order or Quote.

Ticketing Process

The Client shall submit support requests through the helpdesk, ticketing tool or any other support channel made available by RACKSLAB.

Each Ticket should relate to a single Issue and should include all information reasonably necessary for RACKSLAB to understand, analyze and attempt to reproduce the Issue.

The Client shall provide, where relevant:

  1. The Software name and version;
  2. A clear description of the Issue;
  3. The steps required to reproduce the Issue;
  4. Relevant logs, error messages and screenshots;
  5. Relevant configuration files or extracts;
  6. Information on the Client Environment;
  7. The impact observed by the Client;
  8. Any recent changes made to the Software, Client Environment or configuration.

RACKSLAB may request additional information before starting or continuing the analysis of a Ticket.

If the Client does not provide the requested information within a reasonable time, RACKSLAB may suspend the analysis of the Ticket or close the Ticket.

RACKSLAB may close a Ticket where:

  1. The Issue has been resolved;
  2. A written explanation, recommendation or Workaround has been provided;
  3. The Issue cannot be reproduced despite reasonable efforts;
  4. The Issue falls outside the scope of the Support Services;
  5. the Client does not respond or does not provide the required information within a reasonable time.

Client Cooperation

The Client shall actively cooperate with RACKSLAB throughout the performance of the Support Services.

The Client shall provide RACKSLAB with all information, documents, logs, configuration files, technical data, access details, environment descriptions, reproduction steps, version numbers and other elements reasonably required for the analysis of a Ticket.

The Client shall ensure that its Authorized Users submitting Tickets have sufficient technical knowledge of the Software and Client Environment to communicate effectively with RACKSLAB.

The Client remains solely responsible for:

  1. Installing, hosting, operating, configuring and updating the Software in the Client Environment;
  2. Maintaining the Client Environment;
  3. Ensuring the compatibility of its infrastructure with the Software;
  4. Implementing RACKSLAB’s recommendations, Workarounds, Corrective Releases, patches, updates or versions;
  5. Maintaining appropriate backups, security policies and internal procedures.

RACKSLAB shall not be responsible for any delay, failure, inability to reproduce an Issue, absence of correction or degraded support resulting from incomplete, inaccurate or delayed information provided by the Client, lack of cooperation, unsupported versions, incorrect configuration or constraints affecting the Client Environment.

Client Environment and no default access

The Client acknowledges that the Software is designed to be installed, hosted and operated on the Client’s own infrastructure or environment.

Unless expressly agreed otherwise in the applicable Order or Quote, RACKSLAB does not access, administer, monitor, host, control or operate the Client Environment.

RACKSLAB performs its analysis on the basis of information provided by the Client and, where relevant, on test instances deployed within RACKSLAB’s own infrastructure or technical environments.

The Client shall provide RACKSLAB with sufficient information to enable RACKSLAB to attempt to reproduce the reported Issue within RACKSLAB’s own test environment.

RACKSLAB shall not be responsible for any Issue that cannot be reproduced, analyzed or reasonably investigated due to insufficient information, lack of access, missing logs, incomplete configuration details, or specific conditions affecting the Client Environment.

If exceptional access to the Client Environment is required, it shall be subject to RACKSLAB’s prior approval and may require a separate agreement, specific security conditions, additional Fees and, where applicable, appropriate data protection terms.

Supported Versions

Unless otherwise specified in the applicable Order or Quote, Support Services apply only to the two (2) latest major versions of the Software and to the minor versions derived from those major versions.

For example, if the latest released version of the Software is version 5.1.2, the Supported Versions are all versions 5.x.y and 4.x.y. Earlier versions are not supported.

The Client is responsible for updating the Software in the Client Environment in order to continue benefiting from the Support Services.

RACKSLAB shall not be required to provide Support Services for unsupported versions, obsolete versions, modified versions or versions that have not been properly installed or updated by the Client.

RACKSLAB may require the Client to update to a Supported Version before continuing the analysis or correction of an Issue.

Corrective Releases, Updates and Workarounds

Depending on the nature of the Issue, RACKSLAB may provide:

  1. A written explanation or configuration recommendation through the ticketing tool;
  2. A Workaround, where reasonably possible;
  3. A Corrective Release integrated into a future version, release, patch or update of the Software.

RACKSLAB shall determine, at its discretion, the most appropriate method to address an Issue, taking into account its nature, severity, reproducibility, technical complexity, impact, compatibility constraints, roadmap, available resources and the Software architecture.

Where RACKSLAB develops a correction intended to be integrated into the Software, such correction may be published as part of a new version, release, patch or update made available online.

The Client is responsible for downloading, installing, deploying, configuring and testing any Corrective Release, update, patch or new version in the Client Environment.

RACKSLAB does not guarantee that any Workaround will be available for every Issue.

RACKSLAB does not guarantee that every Issue will result in a Corrective Release.

RACKSLAB does not undertake to provide immediate individual patches, hotfixes or client-specific corrections unless expressly agreed in the applicable Order or Quote.

Fees and Payment

The Fees applicable to the Support Services are specified in the applicable Order or Quote.

The Fees may depend on several parameters, including the number of users, number of clusters, number of supercomputers, number of compute nodes, infrastructure size, support level, subscription duration and any other metric specified in the applicable Order or Quote.

Fees are payable according to the payment schedule selected in the Order or specified in the Quote, in accordance with the General Terms and Conditions. The schedule may provide for one-time payment, monthly billing where available, or, for a Quote, a deposit followed by payment of the balance.

Late payment, recovery fees, electronic invoicing, suspension rights and payment-related consequences are governed by the General Terms and Conditions.

RACKSLAB may suspend the Support Services in case of late payment, non-payment, expired payment method or failure to comply with payment instructions, without prejudice to any other right or remedy.

Client Data, Logs and Personal Data

In connection with the Support Services, the Client may provide RACKSLAB with Client Data, including logs, configuration files, technical information, error messages, diagnostic data, screenshots, environment descriptions, version numbers, access information or other information required to analyze a Ticket.

The Client shall ensure that any Client Data submitted to RACKSLAB is necessary, relevant and limited to what is required for the relevant Ticket or Support Service.

The Client remains solely responsible for the accuracy, quality, legality and relevance of Client Data.

The Client shall not submit personal data, confidential data, sensitive data, regulated data, classified data or production data unless strictly necessary for the analysis of the Ticket and subject to appropriate safeguards.

The Parties acknowledge that certain Client Data may include personal data, including business contact details, identifiers, IP addresses, logs or other information relating to identified or identifiable individuals.

Where RACKSLAB processes personal data as a controller, including in connection with Account management, Platform access, billing, commercial relationship management, communications, security, audit trails or support management, such processing shall be governed by RACKSLAB’s privacy policy, available at https://rackslab.io/en/privacy/, as amended from time to time.

The Client undertakes to ensure that its Authorized Users and any relevant personnel are informed of RACKSLAB’s privacy policy and of the fact that their personal data may be processed by RACKSLAB in connection with the Platform, the Account, the Support Services and the performance of the Contract.

If and to the extent RACKSLAB is required to process personal data on behalf of the Client and under the Client’s documented instructions in connection with the Support Services, the Parties shall enter into or apply appropriate data processing terms in accordance with applicable data protection laws.

Intellectual Property

The Support Services do not entail any transfer of intellectual property rights to the Client.

RACKSLAB retains all rights, title and interest in and to any correction, Workaround, Corrective Release, patch, update, improvement, adaptation, technical recommendation, code, source code, object code, documentation, method, tool, know-how or other element created, developed, identified or provided by RACKSLAB in connection with the Support Services.

The Client acknowledges that any correction, Workaround, Corrective Release, patch, update or improvement may be integrated into the Software and may subsequently be made available by RACKSLAB to other clients, users or the open-source community.

Where such elements are incorporated into or distributed with the Software under an open-source license, the Client’s rights to use, reproduce, modify or distribute such elements shall be governed by the applicable open-source license.

Nothing in these Enterprise Support Terms shall restrict any rights granted directly to the Client under applicable open-source licenses.

The Fees paid by the Client are paid in consideration for the Support Services and related contractual commitments provided by RACKSLAB, and not in consideration for rights already granted free of charge under any open-source license.

The Client shall not acquire any exclusivity over any correction, Workaround, Corrective Release, patch, update or improvement.

Warranties

RACKSLAB shall provide the Support Services with reasonable professional skill and care and in accordance with an obligation of means.

RACKSLAB does not warrant that:

  1. All Issues will be resolved;
  2. A Workaround will be available for every Issue;
  3. A Corrective Release will be published for every Issue;
  4. The Software will operate without interruption, error, vulnerability or defect;
  5. The Support Services will meet all of the Client’s specific technical, operational, business or regulatory requirements;
  6. The Software or Support Services will be compatible with all Client Environments, third-party components, dependencies, systems or configurations.

RACKSLAB shall not be responsible for any Issue, delay, failure, incompatibility or malfunction resulting from:

  1. The Client Environment;
  2. Incorrect installation, configuration, hosting, operation, use or maintenance by the Client;
  3. The Client’s failure to update the Software or use a Supported Version;
  4. Third-Party Components or third-party systems not controlled by RACKSLAB;
  5. Incomplete, inaccurate or delayed information provided by the Client;
  6. Modifications made by the Client or by any third party not authorized by RACKSLAB;
  7. Misuse, abnormal use or use contrary to the documentation, General Terms and Conditions, these Enterprise Support Terms or applicable open-source licenses;
  8. Force majeure.

Except as expressly provided in these Enterprise Support Terms, the applicable Order or Quote, or the General Terms and Conditions, all warranties are excluded to the maximum extent permitted by applicable law.

Liability

The liability provisions of the General Terms and Conditions apply to the Support Services.

Without prejudice to any limitation or exclusion set out in the General Terms and Conditions, RACKSLAB’s aggregate liability arising out of or in connection with the Support Services shall not exceed the Fees actually paid by the Client to RACKSLAB for the Support Services concerned during the twelve (12) months preceding the event giving rise to liability.

Where the Support Services concerned have been provided for less than twelve (12) months, the cap shall be calculated on the Fees actually paid by the Client for those Support Services.

RACKSLAB shall not be liable for any indirect, consequential, special or unforeseeable damages, including loss of profits, loss of revenue, loss of business, loss of opportunity, loss of data, loss of goodwill, business interruption, cost of substitute services or claims brought by third parties, except where such limitation is not permitted under applicable law.

Term, Renewal, Suspension and Termination

The Support Services shall be provided for the fixed term specified in the applicable Order or Quote and shall remain available only for as long as the corresponding Enterprise License or OEM License remains valid.

The initial term of the relevant License and the related Support Services shall be specified in the applicable Order or Quote and may range from six (6) to forty-eight (48) months.

During the term of the relevant License, the Client may extend its validity, and consequently the duration of the related Support Services, by placing a new Order or accepting a new Quote. Any such extension may be agreed for an additional period ranging from one (1) to forty-eight (48) months.

Upon expiry of the relevant License, the related Support Services shall automatically cease without notice and without automatic renewal.

The Client may subsequently renew the relevant License and Support Services by placing a new Order or accepting a new Quote, for a period ranging from one (1) to forty-eight (48) months.

Subject to any cancellation accepted by RACKSLAB, the expiry, suspension or early termination of the Support Services, ceasing use or stopping monthly payments shall not affect any Fees due for the fixed term specified in the applicable Order or Quote. Except in the event of termination resulting from a material breach by RACKSLAB, where required by applicable law or where expressly agreed otherwise in the applicable Order, Quote or Special Terms, Fees paid or payable for the relevant fixed term shall remain due and shall not be refundable.

RACKSLAB may suspend all or part of the Support Services, without liability, in the event of:

  1. Late payment or non-payment;
  2. Breach of the General Terms and Conditions or these Enterprise Support Terms;
  3. Unlawful, fraudulent, abusive or harmful use;
  4. A security risk;
  5. Use likely to affect the integrity, security or availability of the Software, Platform or Services;
  6. Failure by the Client to provide information reasonably required for the provision of the Support Services;
  7. Use of unsupported versions; or
  8. Breach of any applicable Open-Source License or third-party license terms.

Either Party may terminate the Support Services in the event of a material breach by the other Party, in accordance with the termination provisions of the General Terms and Conditions.

The expiry, termination or suspension of the relevant Enterprise License or OEM License shall automatically result in the expiry, termination or suspension, as applicable, of the related Support Services.

Subject to any cancellation accepted by RACKSLAB, upon expiry or termination of the Support Services:

  1. RACKSLAB shall no longer be required to provide the Support Services;
  2. Access to the helpdesk or ticketing tool may be suspended or terminated;
  3. All outstanding Fees shall become immediately payable;
  4. Tickets still open on the effective date of expiry or termination may be closed, unless otherwise agreed in writing by RACKSLAB; and
  5. Expiry or termination shall not affect any rights and obligations accrued before its effective date.

Expiry, termination or suspension of the Support Services shall not affect any rights granted to the Client under the applicable Open-Source Licenses, to the extent that such rights arise independently from the Contract.

Miscellaneous

The provisions of the General Terms and Conditions relating to electronic communications, acceptance and evidence, confidentiality, subcontracting, force majeure, assignment, notices, partial invalidity, no waiver, language and miscellaneous matters apply to these Enterprise Support Terms.

RACKSLAB may subcontract all or part of the Support Services in accordance with the General Terms and Conditions.

No provision of these Enterprise Support Terms shall be construed as granting the Client any ownership right, exclusivity, governance right, roadmap control, priority right or decision-making right over the Software.

Applicable Law and Jurisdiction

These Enterprise Support Terms and the relationship between the Parties are governed by French law.

In the event of any dispute arising out of or in connection with these Enterprise Support Terms, including their validity, interpretation, performance, termination or consequences, the Parties submit to the jurisdiction set out in the General Terms and Conditions.

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