The CSI software usage fees cover short support and advisory situations related to the software that last up to 15 minutes. Support is also free for the customer when the issue involves investigating a CSI software error or fixing the error or the situation caused by it.

Customer support related to CSI software may be charged separately in the following cases:

• When a support session lasting more than 15 minutes is not caused by a software error
• When the problem is due to the customer’s usage practices or a third-party provider, such as an IT vendor
• When the customer asks CSI to perform actions on their behalf that they could do themselves (e.g., adding a new user, creating/transferring data to bookkeeping)
• When the customer requests customized written instructions from CSI
• When the support session clearly includes consulting or training elements

CSI charges for these services according to the current price list. We aim at informing the customer in advance if a service will have a separate charge, but this is not always possible.

Separately chargeable CSI services also include software implementation and training services, project work, programming and consulting, software version update services, and customization or correction of customer-specific functionalities and integrations.