Support and Change Policy

Basic Support Mode

Applies in the absence of a signed SLA, in accordance with the 8Move Software Access Framework Agreement.

8Move is published by Trident Software Sàrl, Rue de l'Industrie 23, 1950 Sion, Switzerland. Version 1.0 — August 2026.

1. Purpose

This document describes how we handle customer requests once the 8Move System is in production: what is included in the Subscription, what falls under Support, and what constitutes a Change Request subject to a quote. Financial terms (Subscription fee, included support hours, hourly rate) are set out in each customer's contract; this document defines the common rules.

In case of conflict, the signed contract prevails.

2. Definitions

Terms follow the 8Move framework agreement:

System / Software — the 8Move platform (Supply Now, Back Office, Driver Pro, Fleet Planner and related modules), provided as SaaS.
Go-live — date of first effective use of the System (first order recorded or first trip performed). Starting point of warranty, Support and Subscription.
Documented specifications — requirements document, implementation plan, validated quote, acceptance criteria, user documentation or, failing these, the System's behaviour as delivered and accepted.
Bug — reproducible malfunction of the Software relative to its documented specifications, attributable to a programming or configuration error by the Provider.
Major incident — blocking Bug preventing normal use of an essential function (order placement, delivery management, invoicing), with no workaround.
Support — technical and functional assistance: answering questions, usage help, configuration, diagnosis and Bug fixing.
Change Request — any request to add, modify or customise a feature beyond the validated scope, including configuration adjustments beyond existing settings, changes to business rules, and new integrations.
Additional Services — work not covered by the contract, ordered by the Customer and agreed between the Parties (quote).
Product improvement — an evolution of the Software decided by the Provider for the benefit of all its customers.

3. Request classification

Every request is classified into one of four categories. The category determines cost allocation and timing.

Category	Criterion	Coverage
Bug	The System does not do what the documented specifications provide	Included — warranty, then Support
Support and configuration	The desired result is achievable with existing settings; an explanation, instruction or short intervention	Included in the contract's Support hours
Change Request	The System does what was validated; the Customer wants something else — new need, changed decision, scope extension, unforeseen case	Additional Services, quoted and approved before work starts
Product improvement	Feature useful to several customers, on the 8Move roadmap	Free, deployed on our schedule, no delivery commitment

Classification rule. The question is always: what do the documented specifications say?

Behaviour deviates from them → Bug.
They did not cover this case, or the need changed after validation → Change Request.
With no document, the delivered and accepted version is the reference.

Examples.

Situation	Category
An automatic invoice is not sent although settings require it	Bug
Remove a recipient from a notification; the setting exists	Support
Show a product as "coming soon", without price or ordering — a state that does not exist in the System	Change Request
After validating a form-based registration process, wanting registration directly in the app	Change Request
8Move adds an authentication method for an accounting package, useful to all customers	Product improvement

4. Bugs: warranty, severity, response times

Warranty. Bug fixes are included during the warranty period set in the contract (by default 12 months from Go-live for the initial scope). Each Additional Service delivered later carries a 60-day warranty from its acceptance. Thereafter, fixes are handled under Support.

Severity and times (business days, Swiss office hours, Monday–Friday):

Level	Definition	Response	Resolution target
P1 — Major incident	Essential function unavailable or data loss, no workaround	4 hours	1 business day (fix or workaround)
P2 — Major	Important function degraded; workaround available	1 business day	5 business days
P3 — Minor	Inconvenience, display defect, edge case	3 business days	Next scheduled release

Resolution times are targets, not contractual guarantees, unless an SLA is signed. A request reported as a "Bug" that turns out to concern an unspecified need is reclassified as a Change Request.

5. Support

Support hours included in the Subscription are set in the contract. They cover assistance, configuration, usage questions, short interventions and out-of-warranty Bug fixes.
Unused hours do not carry over between periods.
Beyond included hours, interventions are invoiced under contract terms, after Customer approval.
A log of interventions is available to the Customer.
Channel: helpdesk (e-mail). Major incidents must be reported without delay.

6. Change Requests

Written request from the Customer (an e-mail is sufficient), describing the need and expected outcome.
Classification and estimate by 8Move within 2 business days: category, scope, estimated effort, amount excl. VAT.
Written approval by the Customer before any development. No change is started without agreement on the quote.
Delivery, with a user guide or release note.
Acceptance: the Customer validates within 5 business days or reports a Major incident. Without feedback in that period, the delivery is deemed accepted. The 60-day warranty runs from acceptance.

Rules:

Any change of need after validation of a specification or quote constitutes a new Change Request, however small. 8Move may offer it free of charge; it is then recorded in writing as such.
Where 8Move proposes several options and recommends one, the Customer's choice and the corresponding quote prevail.
Additional Services are invoiced on delivery, regardless of when the Customer puts the feature into use.
Work carried out on 8Move's own initiative (Product improvement) creates no obligation to deliver its later variants or iterations: those are Change Requests.

7. Product improvements

8Move evolves continuously for the benefit of all its customers: these improvements are deployed under the Subscription, on the Provider's roadmap and without delivery commitment. A Customer may request prioritisation of a product improvement for its needs: it is then handled as a Change Request, on terms reflecting its reuse.

8. Out of scope

Neither warranty nor Support covers malfunctions caused by third-party services (e-mail, accounting software, mapping, telecom operators, hosting), data entered by the Customer, configurations changed by the Customer against our recommendations, uses not provided for in the documentation, or the Customer's equipment and networks.

9. Revision

This document may be updated by the Provider; the current version is published on this site and changes are notified to customers with the notice period set in the contract.

10. Contact

Helpdesk: support@8move.com

Every request receives a classification response within 2 business days.

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