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Terms of Use

INTRODUCTION

(A) X-Lab has developed the software application known as NETIMIS which X-Lab makes available as a service to Customers on the Website via the Internet on a monthly subscription basis for the purpose of simulating healthcare situations which the Customer can analyse by means of pathway modelling.
(B) The Customer wishes to use NETIMIS to assist in their business operations and acknowledges their use of NETIMIS will be solely for this purpose.
(C) X-Lab has agreed to provide and the Customer has agreed to take and pay for the Services subject to these Terms of Use.
(D) The Customer acknowledges that NETIMIS will evolve and X-Lab reserves the right to vary these Terms, the Software and the Support Service by notice to the Customer on the Website. The Customer is deemed to have accepted such variations by their continued use of NETIMIS.
(E) By signing up to use the Services you confirm that you have read and agree to these Terms.
1. DEFINITIONS AND INTERPRETATION
1.1 The definitions and rules of interpretation in this clause apply in these Terms.

Business Day: a day other than a Saturday, Sunday or public holiday in England.

Commencement Date: the date on which the customer signs up with the Pricing Plan selected.

Confidential Information: information that is proprietary or confidential and is either clearly labelled as such or identified as Confidential Information in clause 9.

Contract Duration: the period starting on the date you sign up for the Services and ending on the date on which your use of the Services is terminated in accordance with these Terms.

CSP: the cloud service provider engaged by X-Lab to host the Software.

Customer/you: the person who has access to NETIMIS and who is identified with their user email and password.

Data: the data input by the Customer.

Documentation: the documents made available to the Customer by X-Lab online via the Website which set out a description of the Services, the cost of the Services and the user instructions for the Services.

Fees: the fees payable by the Customer to X-Lab for the provision of the Services at the Pricing Plan selected by the Customer.

Normal Business Hours: 9:00 am to 5:00 pm local UK time, each Business Day.

Services: the use of the NETIMIS services together with the Support Services provided by X-Lab.

Software: the online software application (as amended from time to time by X-Lab) known as NETIMIS and provided by X-Lab as part of the Services.

Support Services: the services referred to in clause 4.5 and more particularly in the Schedule.

Terms: these terms of use.

Trial Period: any period during which X-Lab may agree to provide the Services to a Customer subject as provided in clause 2.10 to enable the Customer to evaluate the Software.

Personal Plan: the Personal Plan (including the Free Trial), the functionality and other features of which are described from time to time on the Website.

Virus: anything or device (including any software, code, file or programme) which may: prevent, impair or otherwise adversely affect the operation of any computer software, hardware or network or access to the same.

Website: The website at www.netimis.co.uk or such other website address as may be notified from time to time by X-Lab to the Customer.

Fault: any failure, bug, error or problem encountered by the users of the Software.

X-Lab: X-Lab Limited (Company Number 05995322) whose registered office is at 10C Joseph's Well, Hanover Walk, LEEDS, LS3 1AB.

1.2 Clause, schedule and paragraph headings shall not affect the interpretation of these Terms.
1.3 A person includes an individual, corporate or unincorporated body (whether or not having separate legal personality).
1.4 Unless the context otherwise requires, words in the singular shall include the plural and in the plural shall include the singular.
1.5 Unless the context otherwise requires, a reference to one gender shall include a reference to the other genders.
1.6 A reference to a statute or statutory provision is a reference to it as it is amended, extended or re-enacted from time to time.
1.7 A reference to a statute or statutory provision shall include all subordinate legislation made under that statute or statutory provision.
1.8 References to clauses and schedules are to the clauses in and schedules to these Terms; references to paragraphs are to paragraphs of the relevant schedule to these Terms.
2. RIGHTS
2.1 Subject to the Customer paying the fees in accordance with clause 8, and the other terms and conditions of these Terms, X-Lab hereby grants to the Customer a non-exclusive, non-transferable right to use the Services and the Documentation only for the purpose of processing the Customer's Data for the Customer's internal business operations.
2.2 Subject as provided in clause 12, the rights granted in clause 2.1 are granted from the Commencement Date and thereafter until either party shall give to the other not less than 30 days notice to terminate the Customer's use of the Services in accordance with clause 12.3.
2.3 X-Lab shall enable the Customer to access and use the Services and the Documentation by means of user email and password which the Customer undertakes to keep confidential.
2.4 The Customer shall not access, store, distribute or transmit any Viruses, or any material during the course of his use of the Services that:
  1. is unlawful, harmful, threatening, defamatory, obscene, infringing, harassing or racially or ethnically offensive;
  2. facilitates illegal activity;
  3. depicts sexually explicit images;
  4. promotes unlawful violence;
  5. is discriminatory based on race, gender, colour, religious belief, sexual orientation, disability; or
  6. in a manner that is otherwise illegal or causes damage or injury to any person or property;

and X-Lab reserves the right, without liability or prejudice to its other rights to the Customer, to disable the Customer's access to any material that breaches the provisions of this clause.

2.5 The Customer shall not:
  1. except as may be allowed by any applicable law which is incapable of exclusion by agreement between the parties:
    1. attempt to copy, modify, duplicate, create derivative works from, frame, mirror, republish, download, display, transmit, or distribute all or any portion of the Software and/or Documentation (as applicable) in any form or media or by any means; or
    2. attempt to reverse compile, disassemble, reverse engineer or otherwise reduce to human-perceivable form all or any part of the Software; or
  2. access all or any part of the Services and Documentation in order to build a product or service which competes with the Services and/or the Documentation; or
  3. use the Services and/or Documentation to provide services to third parties; or
  4. subject to clause 19.1, license, sell, rent, lease, transfer, assign, distribute, display, disclose, or otherwise commercially exploit, or otherwise make the Services and/or Documentation available to any third party; or
  5. attempt to obtain, or assist third parties in obtaining, access to the Services and/or Documentation, other than as provided under clause 21;
  6. use any public folder available as part of the Services for any purpose other than in connection with the Services. The Customer acknowledges that any information or material on such public folder may be removed from such public folder by X-Lab at any time.
2.6 The Customer shall use all reasonable endeavours to prevent any unauthorised access to, or use of, the Services and/or the Documentation and, in the event of any such unauthorised access or use, promptly notify X-Lab.
2.7 The rights provided under this clause are granted to the Customer only, and shall not be considered granted to any other person.
2.8 The Customer acknowledges that X-Lab may monitor the use of the Services and the Documentation to ensure that the users are signed up users and otherwise to ensure that these Terms are being complied with.
2.9 The Customer accepts responsibility for the selection of the Software to achieve their intended results and acknowledges that the Software has not been developed to meet the individual requirements of the Customer.
2.10 If the Customer has been granted the right to use the Services and the Documentation for a Trial Period these Terms (other than any terms relating to the payment of the Fees) shall apply to the Customer during the Trial Period.
2.11 You warrant that you are not a consumer within the meaning of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations.
3. SERVICES
3.1 X-Lab shall, during the Contract Duration provide the Services and make available the Documentation to the Customer on and subject to these Terms.
3.2 The Customer shall only use the Services in accordance with the Documentation.
3.3 X-Lab shall use commercially reasonable endeavours to make the Services available 24 hours a day, seven days a week, except for:
  1. planned maintenance carried out during Normal Business Hours for no more than 2 hours on any one occasion after first giving not less than 7 days prior notice; and
  2. unscheduled maintenance performed outside Normal Business Hours, provided that X-Lab has used reasonable endeavours to give the Customer at least 6 Normal Business Hours' notice in advance via the Website.
3.4 X-Lab will, as part of the Services and at no additional cost to the Customer, provide the Customer with the Support Services during Normal Business Hours in accordance with the Schedule and the Customer will, if required by X-Lab permit X-Lab to have remote access to the Customer's computer system to enable X-Lab to provide the Support Service. X-Lab may amend the Support Services in its sole and absolute discretion from time to time.
3.5 The extent of the Services are limited by the Pricing Plan selected by the Customer. If there shall be any change in the features of any Pricing Plan, X-Lab shall notify the Customer of such change by not less than 30 days prior written notice.
4. DATA
4.1 The Customer shall own all right, title and interest in and to all of the Data and shall have sole responsibility for the legality, reliability, integrity, accuracy and quality of the Data.
4.2 X-Lab shall use reasonable commercial endeavours to ensure that the CSP provides sufficient capacity to store and back up Data.
4.3 The Customer acknowledges that any Data can only be retrieved by the use of NETIMIS and X-Lab shall not be responsible for any loss of Data or corruption of Data caused by any attempt to use, back up or retrieve Data by use of any system or software other than NETIMIS.
4.4 X-Lab shall, in providing the Services, comply with its Privacy Policy on the Website relating to the privacy and security of data. Such document may be amended from time to time by X-Lab in its sole discretion.
4.5 The Customer acknowledges that X-Lab is neither a data controller nor a data processor of the Customer's Data for the purposes of the Data Protection Act 1998.
4.6 The Customer warrants that it will comply with the terms of the Data Protection Act.
5. X-LAB'S OBLIGATIONS
5.1 X-Lab undertakes that the Services will be performed substantially in accordance with the Documentation and with reasonable skill and care.
5.2 The undertaking at clause 5.1 shall not apply to the extent of any non-conformance which is caused by use of the Services contrary to X-Lab's instructions, or modification or alteration of the Services by any party other than X-Lab. If the Services do not conform with the foregoing undertaking, the Customer will, at their expense, use all reasonable commercial endeavours to correct any such non-conformance promptly, or provide the Customer with an alternative means of accomplishing the desired performance. Such correction or substitution constitutes the Customer's sole and exclusive remedy for any breach of the undertaking set out in clause 5.1. Notwithstanding the foregoing, X-Lab:
  1. does not warrant that the Customer's use of the Services will be uninterrupted or error-free; or that the Services, Documentation and/or the information obtained by the Customer through the Services will meet the Customer's requirements; and
  2. is not responsible for any delays, delivery failures, or any other loss or damage resulting from the transfer of data over communications networks and facilities, including the internet, and the Customer acknowledges that the Services and Documentation may be subject to limitations, delays and other problems inherent in the use of such communications facilities
5.3 These Terms shall not prevent X-Lab from entering into similar agreements with third parties, or from independently developing, using, selling or licensing documentation, products and/or services which are similar to those provided under these Terms.
5.4 X-Lab warrants that it has and will maintain all necessary licences, consents, and permissions necessary for the performance of its obligations under these Terms.
6. CUSTOMER'S OBLIGATIONS
6.1 The Customer shall:
  1. provide X-Lab with such information as X-Lab may require from time to time to provide the Services;
  2. comply with all applicable laws and regulations with respect to their activities under these Terms;
  3. carry out all other Customer responsibilities set out in these Terms in a timely and efficient manner;
  4. obtain and shall maintain all necessary licences, consents, and permissions necessary for X-Lab, its contractors and agents to perform their obligations under these Terms, including without limitation the Services;
  5. ensure that their network and systems comply with the relevant specifications provided by X-Lab from time to time; and
  6. be solely responsible for procuring and maintaining their network connections and telecommunications links from their systems to the CSP, and all problems, conditions, delays, delivery failures and all other loss or damage arising from or relating to the Customer's network connections or telecommunications links or caused by the internet.
7. CHARGES AND PAYMENT
7.1 The Customer shall pay the Fees to X-Lab in accordance with this clause 7.
7.2 The Customer shall on the Commencement Date provide to X-Lab valid, up-to-date and complete debit card/ credit card/ PayPal details or approved purchase order information acceptable to X-Lab and any other relevant valid, up-to-date and complete contact and billing details and, if the Customer provides:
  1. their details to X-Lab, the Customer hereby authorises X-Lab to bill such debit card/ credit card/ PayPal on the Commencement Date for the Subscription Fees payable in respect of the monthly Fees payable; or
  2. their approved purchase order information to X-Lab, X-Lab shall invoice the Customer for the Fees payable in respect of the Pricing Plan selected, and the Customer shall pay each invoice within 30 days after the date of such invoice.
7.3 If X-Lab has not received payment within 30 days after the invoice date, and without prejudice to any other rights and remedies of X-Lab:
  1. X-Lab may, without liability to the Customer, suspend the provision of the Services and disable the Customer's user account and access to all or part of the Services and X-Lab shall be under no obligation to provide any or all of the Services while the invoice(s) concerned remain unpaid; and
  2. interest shall accrue on a daily basis on such due amounts at an annual rate equal to 4% over the then current base lending rate of HSBC from time to time, commencing on the due date and continuing until fully paid, whether before or after judgment.
7.4 All amounts and fees stated or referred to in these Terms:
  1. shall be payable in pounds sterling without any deduction or set-off;
  2. are, subject to clause 12.4(1), non-cancellable and non-refundable;
  3. are inclusive of value added tax, which shall be detailed on X-Lab's invoice(s) at the appropriate rate.
7.5 X-Lab shall be entitled to increase the Fees by notice on the Website and via email communication to the Customer.
8. PROPRIETARY RIGHTS
8.1 The Customer acknowledges and agrees that X-Lab and/or its licensors own all intellectual property rights in the Services and the Documentation. Except as expressly stated herein, these Terms do not grant the Customer any rights to, or in, patents, copyright, database right, trade secrets, trade names, trade marks (whether sign up or not), or any other rights or licences in respect of the Services or the Documentation.
8.2 X-Lab confirms that it has all the rights in relation to the Services and the Documentation that are necessary to grant all the rights it purports to grant under, and in accordance with, the terms of these Terms.
9. CONFIDENTIALITY
9.1 Each party shall hold the other's Confidential Information in confidence and, unless required by law, not make the other's Confidential Information available to any third party, or use the other's Confidential Information for any purpose other than the implementation of these Terms Provided that a party's Confidential Information shall not be deemed to include information that:
  1. is or becomes publicly known other than through any act or omission of the receiving party;
  2. was in the other party's lawful possession before the disclosure;
  3. is lawfully disclosed to the receiving party by a third party without restriction on disclosure;
  4. is independently developed by the receiving party, which independent development can be shown by written evidence; or
  5. is required to be disclosed by law, by any court of competent jurisdiction or by any regulatory or administrative body.
9.2 Neither party shall be responsible for any loss, destruction, alteration or disclosure of Confidential Information caused by any third party.
9.3 X-Lab acknowledges that the Data is the Confidential Information of the Customer.
9.4 This clause 9 shall survive termination of these Terms, however arising.
10. INDEMNITY
10.1 The Customer shall defend, indemnify and hold X-Lab harmless against claims, actions, proceedings, losses, damages, expenses and costs (including without limitation court costs and reasonable legal fees) arising out of or in connection with the Customer's use of the Services and/or Documentation, provided that:
  1. the Customer is given prompt notice of any such claim;
  2. X-Lab provides reasonable co-operation to the Customer in the defence and settlement of such claim, at the Customer's expense; and
  3. the Customer is given sole authority to defend or settle the claim.
10.2 X-Lab shall defend the Customer against any claim that the Services or Documentation infringes any United Kingdom patent effective as of the Commencement Date, copyright, trade mark, database right or right of confidentiality, and shall indemnify the Customer for any amounts awarded against the Customer in judgment or settlement of such claims, provided that:
  1. X-Lab is given prompt notice of any such claim;
  2. the Customer provides reasonable co-operation to X-Lab in the defence and settlement of such claim, at X-Lab's expense; and
  3. X-Lab is given sole authority to defend or settle the claim.
10.3 In the defence or settlement of any claim, X-Lab may procure the right for the Customer to continue using the Services, replace or modify the Services so that they become non-infringing or, if such remedies are not reasonably available, terminate these Terms on 2 Business Days' notice to the Customer without any additional liability or obligation to pay liquidated damages or other additional costs to the Customer.
10.4 In no event shall X-Lab, its employees, agents and sub-contractors be liable to the Customer to the extent that the alleged infringement is based on:
  1. a modification of the Services or Documentation by anyone other than X-Lab; or
  2. the Customer's use of the Services or Documentation in a manner contrary to the instructions given to the Customer by X-Lab; or
  3. the Customer's use of the Services or Documentation after notice of the alleged or actual infringement from X-Lab or any appropriate authority.
10.5 The foregoing and clause 11.4(2) state the Customer's sole and exclusive rights and remedies, and X-Lab's (including X-Lab's employees', agents' and sub-contractors') entire obligations and liability, for infringement of any patent, copyright, trade mark, database right or right of confidentiality.
11. LIMITATION OF LIABILITY
11.1 This clause 11 sets out the entire financial liability of X-Lab (including any liability for the acts or omissions of its employees, agents and sub-contractors) to the Customer:
  1. arising under or in connection with these Terms;
  2. in respect of any use made by the Customer of the Services and Documentation or any part of them; and
  3. in respect of any representation, statement or tortious act or omission (including negligence) arising under or in connection with these Terms.

11.2 Except as expressly and specifically provided in these Terms:
  1. the Customer assumes sole responsibility for results obtained from the use of the Services and the Documentation by the Customer, and for conclusions drawn from such use. X-Lab shall have no liability for any damage caused by errors or omissions in any information, instructions or scripts provided to X-Lab by the Customer in connection with the Services, or any actions taken by X-Lab at the Customer's direction;
  2. all warranties, representations, conditions and all other terms of any kind whatsoever implied by statute or common law are, to the fullest extent permitted by applicable law, excluded from these Terms; and
  3. the Services and the Documentation are provided to the Customer on an "as is" basis.
11.3 Nothing in these Terms excludes the liability of X-Lab:
  1. for death or personal injury caused by X-Lab's negligence; or
  2. for fraud or fraudulent misrepresentation.
11.4 Subject to clause 11.2 and clause 11.3:
  1. X-Lab shall not be liable whether in tort (including for negligence or breach of confidential information, or pure economic loss, or for any special, indirect or consequential loss, costs, damages, charges or expenses however arising under these Terms; and of statutory duty), contract, misrepresentation, restitution or otherwise for any loss of profits, loss of business, depletion of goodwill and/or similar losses or loss or corruption of data;
  2. X-Lab's total aggregate liability in contract (including in respect of the indemnity at clause 11.2), tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise, arising in connection with the performance or contemplated performance of these Terms shall be limited to the total Fees paid for the Pricing Plan during the 12 months immediately preceding the date on which the claim arose.
12. TERMS AND TERMINATION
12.1 These Terms shall, unless otherwise terminated as provided in their clause 12, commence on the Commencement Date and shall continue thereafter until terminated in accordance with clause 12.3.
12.2 Without affecting any other right or remedy available to it, X-Lab may terminate these Terms with immediate effect by giving written notice to the Customer if:
  1. the Customer fails to pay any amount due under these Terms on the due date for payment;
  2. the Customer commits any breach of any other term of these Terms;
  3. in the reasonable opinion of X-Lab the Customer is insolvent or may be unable to pay the Fees when due.
12.3 The Customer may give 30 days notice to terminate their use of the Services by writing and sent to X-Lab at accounts@netimis.co.uk.
12.4 X-Lab may terminate the Customer's use of the Services by giving the Customer 30 days notice to terminate sent to the signed up users email address of the Customer.
12.5 A notice sent by email shall be deemed to have been received when the sender has confirmation of sending, or if an email is sent other than during Normal Business Hours that email shall be deemed to have been sent at 9am on the first business day following the date of sending.
13. FORCE MAJEURE
X-Lab shall have no liability to the Customer under these Terms if it is prevented from or delayed in performing its obligations under these Terms, or from carrying on its business, by acts, events, omissions or accidents beyond its reasonable control, including, without limitation, strikes, lock-outs or other industrial disputes (whether involving the workforce of X-Lab or any other party), failure of a utility service or transport or telecommunications network, act of God, war, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction, accident, breakdown of plant or machinery, fire, flood, storm or default of Customers or sub-contractors, provided that the Customer is notified of such an event and its expected duration.
14. VARIATION
No variation of these Terms shall be effective unless it is in writing and signed by the parties (or their authorised representatives).
15. WAIVER
No failure or delay by a party to exercise any right or remedy provided under these Terms or by law shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict the further exercise of that or any other right or remedy. No single or partial exercise of such right or remedy shall prevent or restrict the further exercise of that or any other right or remedy.
16. RIGHTS AND REMEDIES
Except as expressly provided in these Terms, the rights and remedies provided under these Terms are in addition to, and not exclusive of, any rights or remedies provided by law.
17. SEVERANCE
17.1 If any provision (or part of a provision) of these Terms is found by any court or administrative body of competent jurisdiction to be invalid, unenforceable or illegal, the other provisions shall remain in force.
17.2 If any invalid, unenforceable or illegal provision would be valid, enforceable or legal if some part of it were deleted, the provision shall apply with whatever modification is necessary to give effect to the commercial intention of the parties.
18. ENTIRE AGREEMENT
18.1 These Terms, and any documents referred to in it, constitute the whole agreement between the parties and supersede any previous arrangement, understanding or agreement between them relating to the subject matter they cover.
18.2 Each of the parties acknowledges and agrees that in entering into these Terms it does not rely on any undertaking, promise, assurance, statement, representation, warranty or understanding (whether in writing or not) of any person (whether party to these Terms or not) relating to the subject matter of these Terms, other than as expressly set out in these Terms.
19. ASSIGNMENT
19.1 The Customer shall not, without the prior written consent of X-Lab, assign, transfer, charge, sub-contract or deal in any other manner with all or any of their rights or obligations under these Terms.
19.2 X-Lab may at any time assign, transfer, charge, sub-contract or deal in any other manner with all or any of its rights or obligations under these Terms.
20. NO PARTNERSHIP OR AGENCY
Nothing in these Terms is intended to or shall operate to create a partnership between the parties, or authorise either party to act as agent for the other, and neither party shall have the authority to act in the name or on behalf of or otherwise to bind the other in any way (including, but not limited to, the making of any representation or warranty, the assumption of any obligation or liability and the exercise of any right or power).
21. THIRD PARTY RIGHTS
These Terms does not confer any rights on any person or party (other than the parties to these Terms and, where applicable, their successors and permitted assigns) pursuant to the Contracts (Rights of Third Parties) Act 1999.
22. NOTICES
22.1 Any notice required to be given under these Terms (other than a notice given in accordance with clause 12.3 and other than any notice given on the Website to users of the Website or to users of the Services) shall be in writing shall be sent by X-Lab to the Customer at the signed up users email address of the Customer and shall be sent by the Customer to X-Lab at accounts@netimis.co.uk.
22.2 A notice sent by email shall be deemed to have been received when the sender has confirmation of sending, or if an email is sent other than during Normal Business Hours that email shall be deemed to have been sent at 9am on the first business day following the date of sending.
23 GOVERNING LAW
These Terms and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.
24 JURISDICTION
Each party irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or its subject matter or formation (including non-contractual disputes or claims).

The agreement to which these Terms relate has been entered into on the Commencement Date.

THE SCHEDULE

Support Services

1. X-Lab shall provide a support desk to deal with enquiries raised by you during 9am to 5pm local UK time during Normal Business Hours, excluding for the avoidance of doubt Saturdays, Sundays and Bank Holidays.
2. The support desk and the services described in the following paragraphs of this Schedule 2 will be provided only during Normal Business Hours. Any Faults reported by you (whenever sent) if reported other than during Normal Business Hours shall be deemed to have been first received during those Normal Business Hours which immediately follow the date and time of your report.
3. Diagnosis and, where possible, the correction of faults, including to correct all errors, bugs and failures of the Software to comply with the description of the Software on the Website.
4. REPORTING PROCESS
The impact and security level of reported Faults will be discussed with you at the time X-Lab receives or is deemed to receive notice of the Fault. Support Desk will agree with you, assign and document the severity of all reported Faults.
Problem Level Response Time Escalation Fault Resolution Time
Critical 1 Hour Immediate 4 Hours to Support Desk Resolution
Urgent 1 and a Half Hours 6 Hours 16 Hours to Support Desk Resolution
Routine Next Business Day None Preventative maintenance as appropriate
Problem Levels
Each incident will be prioritised individually based on an agreement between the support desk and you and with regard to the potential impact on the end users. Faults preventing you from working or accessing the system will be treated as higher priority than those related to non-critical activity.
Critical - Problems have occurred where one or more processes or programs have experienced abnormal termination and these problems must be resolved before you can continue with normal business operations. X-Lab will response to Critical issues within one hour from you reporting the issue.
Urgent - Problems have occurred that severely limit normal use of the system however the system is still operational and work-around solutions are available to continue with business operations. X-Lab will respond to urgent issues within one and a half hours.
Routine - Problems not defined as Critical or Urgent and which do not materially affect your use of the Software or your business operations. X-Lab shall respond to Routine issues no later than the next business day from your reporting of the issue.