Support contracts and service levels

1.Scope

This document describes the support services that More Than Simulators S.L.U. makes available to its customers, the contracting options and the committed service levels. It forms an integral part of the General conditions of sale and service.

Support means any service after installation aimed at resolving a malfunction, modifying the initial configuration or improving the functionality of the equipment or the software.

2.Types of contract

Type	Profile	Content
Basic Support Contract · CSB	Assistance cover without on-site work.	Service Desk and remote interventions. On-site work, should it be required, is quoted separately.
Standard Support Contract · CSE	Full corrective cover, on demand.	Service Desk and corrective interventions, remote or on site, at the customer’s initiative.
Proactive Support Contract · CSP	Corrective cover and planned preventive maintenance.	Service Desk and remote or on-site interventions, both corrective on demand and proactive, scheduled by More Than Simulators S.L.U.

3.Service levels

Customers with a support contract in force have a guaranteed service level for the Service Desk’s first response contact aimed at initiating the resolution of the incident. This commitment is called the SD SLA (Service Desk Service Level Agreement).

The customer is responsible for logging the incident and validating it through the designated supervisor. The response time starts to run from the valid logging of the incident within service hours.

Type	First response time	Committed cover
CSB	4 hours	90 % of logged incidents
CSE	4 hours	90 % of logged incidents
CSP	4 hours	90 % of logged incidents
Without a contract	Best effort, no commitment	—

The commitment relates to the Service Desk’s first response time, not to the time to resolve the incident, which depends on its nature and, where applicable, on the availability of spare parts from the manufacturer.

4.Service hours

Service	Hours
Provision of services and work at customer sites	Monday to Friday, 9:00 to 14:00 and 15:00 to 18:00
Service Desk	Monday to Friday, 9:00 to 14:00 and 15:00 to 18:00
Support site	24 hours, every day of the year

Times are expressed in mainland Spanish time: GMT+1 in winter and GMT+2 during summer time.

Outside service hours, the support site remains available for logging incidents: they are formally submitted and the response time starts to run at the beginning of the next service period.

Work outside these hours requires prior agreement and is invoiced with a surcharge: 50 % where the work does not exceed two hours and 100 % in all other cases.

5.Working days

A working day is any day that is not a Saturday, Sunday or public holiday in the locality where the service is to be provided. The calendar applicable to each contract is published on the support site.

6.Incident logging channels

The customer may log incidents, service requests and complaints by the following means, in order of preference:

1. Support site: support.morethansimulators.com, completing the corresponding form.
2. Email: support@morethansimulators.com.
3. Call Center: +34 936 06 77 05, at the cost of a call according to the customer’s tariff.
4. Letter addressed to More Than Simulators S.L.U., Carrer de Mossèn Josep Pons, 1, planta 2, oficina 4 · 08228 Terrassa (Barcelona) · Spain.

Logging through the support site is the only channel that guarantees traceability and the counting of the SLA from the first minute.

7.Classification and handling

Every communication is logged as an incident, a service request or a complaint, and is assigned a reference with which the customer can check its status on the support site.

Security incidents are handled on a priority basis and are notified to the persons designated by both parties.

8.Invoicing of service activities

Service activities are contracted through blocks of hours agreed in advance. The block is sized on the basis of the scope of the work and of experience with equivalent tasks, and its amount is fixed: it does not vary according to which technician carries out the work or to the hours it ultimately requires, unless the scope changes.

Work that exceeds the agreed scope, or that arises from causes attributable to the customer — unavailability of the premises, unreported configuration changes, failure to prepare the data — is quoted separately before being carried out.

Incidents covered by the support contract do not give rise to additional invoicing within the scope of the type of contract taken out.

9.Travel

Travel required for on-site work is invoiced separately, in accordance with the rates in force, under all types of contract.

Accommodation and subsistence expenses, where the work requires them, are quoted in advance.

10.Changes to support services

As part of the continuous improvement of its systems and products, More Than Simulators S.L.U. may make changes that affect the support service and that may cause interruptions:

• Planned changes. Those falling within the continuous improvement process. If they involve stopping the service within the committed service time, the customer will be notified in advance.
• Emergency changes. Those that must be implemented immediately in order to deal with critical or security incidents in More Than Simulators S.L.U.’s infrastructure. They will be notified as soon as possible.

11.Exclusions

Support contracts do not cover:

• The supply of consumables and spare parts, which are quoted separately.
• Work arising from improper use, from unauthorised modifications or from changes in the customer’s IT environment not notified in advance.
• Train-the-trainer education in simulation methodologies and the design of clinical cases.
• Data migration or preparation, unless expressly agreed.

12.Term, renewal and price updating

Support contracts have a term of one year and are renewed for equal periods unless terminated by either party with 30 days’ notice before the expiry date, given in writing.

The services tariff is updated at least once a year, at the beginning of each calendar year. The update will apply to renewals subsequent to its entry into force.

Version: 1.0. Last updated: 14 September 2026.