Dove365 Support Terms and Conditions

Terms for using Dove365 Support

These Terms and Conditions apply to the purchase, deployment and use of Dove365 Support. They are product-specific terms and do not replace any Microsoft terms that apply to Microsoft Commercial Marketplace, Microsoft 365, Power Platform, Dataverse, SharePoint, Outlook or any other Microsoft service.

1. Introduction

1. These Terms and Conditions govern the customer’s use of Dove365 Support and any accompanying documentation, training resources and product materials supplied by Dove365 Ltd.
2. By purchasing, installing, accessing or using Dove365 Support, the customer agrees to these terms.
3. If the product is acquired through Microsoft AppSource, Azure Marketplace or another Microsoft Commercial Marketplace channel, Microsoft’s applicable marketplace terms, billing terms, ordering process and customer agreement continue to apply between the customer and Microsoft. These terms govern the product licence and Dove365’s responsibilities as publisher.
4. These terms are intended for business customers. Dove365 Support is not supplied as a consumer product.

2. Definitions

1. Customer, you or your means the organisation that purchases, installs or uses Dove365 Support.
2. Dove365, we, us or our means Dove365 Ltd.
3. Support or Product means Dove365 Support, including the managed Power Platform solution, configuration components, documentation and training materials supplied with it.
4. Environment means a Microsoft Power Platform environment with Microsoft Dataverse into which Support is installed.
5. Microsoft Platform means Microsoft 365, Power Platform, Power Apps, Dataverse, SharePoint, Outlook, Exchange Online, Copilot, Copilot Studio, AI Builder and any other Microsoft service used with Support.
6. Marketplace means Microsoft AppSource, Azure Marketplace or another Microsoft Commercial Marketplace channel through which Support may be listed, ordered or purchased.
7. Customer Data means business data, records, documents, content, configuration data and personal data entered into or used with Support by or on behalf of the customer.
8. Professional Services means implementation, configuration, consultancy, training, migration, support, enhancement or other services supplied by Dove365 separately from the product licence.
9. Supported Microsoft Method means a configuration, extension or customisation approach supported by Microsoft for Power Platform and Dataverse, such as managed solution layering, environment variables, Power Automate, Dataverse tables, security roles and documented maker/admin tools.

3. Agreement Structure

1. These terms form a standalone product agreement between Dove365 and the customer for Support.
2. These terms do not amend Microsoft’s own marketplace, cloud service, licensing, billing, service level, privacy, security or support terms.
3. Features may vary by edition, version and Microsoft platform capabilities.
4. If there is a conflict between these terms and mandatory Microsoft Marketplace terms that apply to the customer’s purchase through Microsoft, the Microsoft terms govern the marketplace transaction, billing relationship and Microsoft platform services. These terms continue to apply to the product licence and Dove365’s product-specific obligations where they are not inconsistent with Microsoft’s terms.
5. Any separate statement of work, order form, support agreement or professional services agreement agreed with Dove365 will apply to the relevant services. If there is a conflict, the more specific written agreement for those services will apply to those services only.

4. Product Description

1. Support is a managed Microsoft Power Platform solution built on Microsoft Dataverse. It provides a lightweight support management application for organisations that require account context, case management, managed service tracking, queue-based intake and support operations without deploying a full customer service platform.
2. The product may include configured functionality for accounts, contacts, managed services, queues, queue items, cases, activities, service offerings, Outlook integration, SharePoint document management, built-in training resources and a Dove365 administration application.
3. Support is installed into the customer’s own Microsoft Power Platform environment. It is not hosted by Dove365 as a separate support hosting service.
4. Support is designed to work with Microsoft Dataverse and related Microsoft services. The availability, performance and continued operation of those Microsoft services are subject to Microsoft’s own terms and service commitments.
5. Product descriptions, screenshots, demonstrations and documentation are provided to explain the intended functionality of Support. They do not guarantee that every optional integration, configuration or future feature will be available in every customer environment.
6. Support may interoperate with additional Dove365 products or modules. Unless expressly stated, those products are licensed separately.

5. Licence

1. Support is supplied under a one-time purchase model unless expressly agreed otherwise in writing. It is not a Dove365 subscription software licence.
2. Subject to payment of the applicable fees and compliance with these terms, the licence is granted on an ongoing basis unless terminated in accordance with these Terms.
3. A separate licence is required for each additional Microsoft Dataverse environment unless Dove365 agrees otherwise in writing.
4. The customer may use Support for its own internal business purposes only.
5. The customer must not resell, redistribute, sublicense, rent, lease, make available as a service bureau, publish, transfer or commercially exploit Support for third parties without Dove365’s prior written consent.
6. The customer must not copy, reverse engineer, decompile, disassemble, circumvent technical controls in, or attempt to derive source code or protected logic from Support, except to the limited extent that applicable law expressly permits and cannot be excluded by contract.
7. The customer must not remove or obscure Dove365 copyright notices, product identifiers, branding, notices or proprietary markings.
8. The customer may create reasonable backup copies of solution export files where this is necessary for internal disaster recovery or environment management, provided those copies are not used to exceed the licensed environment scope.

6. Microsoft Platform Requirements

1. The customer is responsible for obtaining, maintaining and paying for all Microsoft licences, subscriptions, tenant services and environments required to use Support.
2. Support requires Microsoft Power Apps Premium licensing, Microsoft Dataverse and a Microsoft 365 tenant. These Microsoft licences and services are not included in the Support product licence.
3. Outlook integration requires a suitable Microsoft Outlook, Exchange Online and server-side synchronisation configuration. SharePoint document management requires a suitable SharePoint configuration.
4. Some Microsoft services, capabilities or configurations may require additional Microsoft licences, administrative permissions, tenant settings or regional availability.
5. Dove365 is not responsible for Microsoft licensing decisions, Microsoft price changes, Microsoft service changes, Microsoft platform outages, Microsoft feature retirements or restrictions imposed by Microsoft.

7. Customer Responsibilities

1. The customer is responsible for its Microsoft tenant, Microsoft licences, Microsoft environments, users, security roles, data, backups, retention settings, business processes and internal controls.
2. The customer is responsible for ensuring that each user has the correct Microsoft licence and is authorised to access Support and the underlying Microsoft Platform.
3. The customer is responsible for managing user access, role assignment, joiner and leaver processes, privileged administrator access and approval of any third-party access to the environment.
4. The customer is responsible for configuring and maintaining SharePoint where document management is required.
5. The customer is responsible for configuring and maintaining Outlook, Exchange Online and server-side synchronisation where Outlook integration is required.
6. The customer is responsible for the accuracy, quality, legality and suitability of Customer Data and for ensuring that its use of Support complies with applicable law and internal policies.
7. The customer is responsible for making and testing appropriate backups, exports, environment copies and recovery arrangements using Microsoft tools or other supported methods.
8. The customer must not use Support in a way that is unlawful, fraudulent, harmful, abusive, security-compromising, or inconsistent with Microsoft’s acceptable use rules.
9. Customer-created customisations remain the customer’s intellectual property.

8. Dove365 Responsibilities

1. Dove365 will provide the managed Support solution and associated documentation in accordance with these terms.
2. Dove365 will use reasonable skill and care when providing any agreed deployment guidance, implementation, consultancy, support or other professional services.
3. Dove365 will not intentionally include malicious code in Support.
4. Dove365 will provide reasonable product information to help customers understand prerequisites, deployment steps and supported use.
5. Dove365 is not responsible for administering the customer’s Microsoft tenant or environment unless this is expressly agreed as part of a separate professional services or support engagement.

9. Professional Services, Support, Enhancements and Training

1. The Support product licence is separate from Professional Services.
2. Implementation, configuration, consultancy, data migration, integration work, training, managed support, product enhancements and bespoke development are not included unless expressly stated in an order, statement of work or support agreement.
3. Support agreements may define support hours, response targets, covered activities, exclusions, customer contacts, escalation routes and access to future versions. Support response targets are not service level guarantees unless expressly described as such in the relevant support agreement.
4. Warranty is not the same as support. Warranty relates to the purchased product version meeting its core product description. Support relates to ongoing assistance, troubleshooting, advisory services and environment-specific help.
5. Training may be provided through documentation, in-product resources, handover sessions, recorded materials or live sessions, depending on what is agreed.
6. Enhancements, roadmap features and customer-specific changes are not included in the base licence unless Dove365 agrees them in writing.

10. Data, Privacy and Access

1. Customer Data remains under the customer’s control inside the customer’s Microsoft tenant.
2. Dove365 does not routinely host, store or process Customer Data as part of the Support product licence.
3. Where Dove365 provides Professional Services or support, temporary access to the customer’s Microsoft tenant, environment or Customer Data may be required. Any such access must be agreed with the customer and should be limited to what is reasonably necessary for the relevant work.
4. The customer remains responsible for deciding what personal data is entered into Support, the lawful basis for processing that personal data, data subject rights, retention rules, audit requirements and any regulatory obligations that apply to the customer’s business.
5. Where Dove365 processes personal data on behalf of the customer in connection with Professional Services or support, the parties will ensure appropriate data protection terms are in place where required by applicable data protection law.
6. Dove365 may process limited business contact, account, billing, support and operational information about the customer for contract administration, support management, security, compliance and relationship management.

11. Security and Administration

1. Support uses Microsoft Dataverse security, Power Platform environment controls and related Microsoft Platform capabilities.
2. The customer is responsible for assigning security roles correctly and for ensuring that users only receive access that is appropriate for their responsibilities.
3. The customer is responsible for its own administrator accounts, password policies, conditional access policies, multi-factor authentication, device controls, audit settings and tenant-level security posture.
4. Dove365 is not responsible for unauthorised access, data exposure or loss caused by customer configuration, weak access controls, compromised accounts, user error, unsupported changes or third-party systems.

12. Customisations and Third-Party Solutions

1. The customer may extend Support using Supported Microsoft Methods, provided those extensions do not breach these terms or interfere with protected Dove365 intellectual property.
2. Dove365 is not responsible for issues caused by unsupported customisations, third-party solutions, unmanaged changes, direct modifications to managed solution components, removal of required solution components, unsupported plug-ins, unsupported scripts, data model conflicts or environment changes made outside Dove365’s control.
3. If Dove365 is asked to investigate or fix issues caused by customer customisations, third-party products or unsupported changes, that work may be charged as Professional Services.
4. Dove365 may decline to support a modified environment until unsupported changes are removed, isolated or documented to Dove365’s reasonable satisfaction.

13. AI Functionality

1. Support is designed to be AI ready. Current or future AI functionality may rely on Microsoft Copilot, Copilot Studio, AI Builder, Dataverse intelligence features or other Microsoft AI services.
2. AI functionality may require additional Microsoft licences, customer configuration, data readiness work, security review, responsible AI controls and separate Professional Services.
3. AI-generated outputs may be inaccurate, incomplete or inappropriate for a particular use. The customer is responsible for reviewing, validating and deciding whether to use AI-generated outputs.
4. Dove365 does not warrant that AI outputs will be error-free, legally compliant, commercially suitable or suitable for automated decision-making without human review.
5. Microsoft AI services are governed by Microsoft’s own terms, privacy commitments, service documentation and responsible AI rules.
6. AI features are optional and may not be included in every edition of Support.

14. Intellectual Property

1. The customer owns Customer Data, including its business records, documents, custom data and content entered into Support.
2. Dove365 and its licensors own Support and all related intellectual property rights, including product design, managed solution components, code, configuration patterns, documentation, images, logos, training materials, branding and product materials.
3. No intellectual property rights are transferred to the customer except for the licence expressly granted in these terms.
4. Feedback, suggestions or improvement ideas provided by the customer may be used by Dove365 to improve Support and related services without restriction or obligation, provided Dove365 does not disclose the customer’s confidential information.

15. Updates and Compatibility

1. Dove365 may release updates, fixes, improvements or new versions of Support periodically.
2. Updates may require environment maintenance, managed solution upgrades, compatibility checks, administrator action, Microsoft platform readiness or changes to customer configuration.
3. Support agreements may include access to future versions or update assistance where expressly stated.
4. Dove365 is not obliged to provide all future versions, major upgrades, new modules, bespoke enhancements or migration work as part of a one-time purchase unless expressly agreed in writing.
5. Dove365 does not guarantee support for every historical version of Support. Customers may be required to upgrade to a supported release before support can be provided.
6. Minor updates may include bug fixes and maintenance improvements.
7. Major versions may introduce new functionality, changed prerequisites or altered licensing requirements.

16. Warranty

1. Dove365 warrants that Support will materially conform to its published product description at the time of purchase when installed in a supported Microsoft environment and used in accordance with the documentation.
2. If the customer notifies Dove365 of a material product defect within 14 days of purchase, Dove365 will use reasonable efforts to provide a fix, workaround, replacement package or other reasonable remedy.
3. The warranty does not apply to issues caused by Microsoft Platform outages or changes, customer configuration, customer data quality, unsupported customisations, third-party products, misuse, security incidents, lack of required Microsoft licensing, or use outside the supported environment.
4. Except as expressly stated in these terms, Support is provided without any implied warranty or condition, including implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement or uninterrupted operation, to the fullest extent permitted by law.
5. Support operates on Microsoft technologies. Dove365 cannot guarantee the continued availability, functionality or compatibility of Microsoft services, APIs or platform capabilities that are outside Dove365’s control.
6. Microsoft may change Power Platform, Dataverse, Outlook, SharePoint or related services over time. Dove365 will use reasonable efforts to maintain product compatibility for supported versions, but cannot guarantee compatibility with all future Microsoft changes, deprecated Microsoft features or unsupported customer environments.

17. Limitation of Liability

1. Nothing in these terms limits or excludes liability that cannot legally be limited or excluded, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
2. Dove365 is not liable for Microsoft Platform outages, Microsoft service degradation, Microsoft licensing issues, Microsoft account issues, customer tenant configuration, customer security settings, customer data loss, customer backup failures, unsupported customisations, third-party solutions, customer misuse or unauthorised access caused by customer-controlled systems or accounts.
3. Dove365 does not guarantee that Support will operate without interruption or error, or that it will meet every customer requirement, business process or regulatory need.
4. Dove365 is not liable for loss of profits, loss of revenue, loss of business, loss of anticipated savings, loss of goodwill, loss of data, business interruption, indirect loss, consequential loss or special damages, whether arising in contract, tort, negligence, breach of statutory duty or otherwise.
5. Subject to section 17.1, Dove365’s total aggregate liability arising out of or in connection with Support is limited to the fees paid by the customer to Dove365 for the Support product licence giving rise to the claim.
6. Where liability arises from separately purchased Professional Services or support, Dove365’s liability for those services is governed by the applicable statement of work, order, support agreement or professional services terms. If no separate limit is stated, Dove365’s aggregate liability for those services is limited to the fees paid for the relevant services in the 12 months before the claim arose.

18. Termination

1. Because Support is supplied under a one-time purchase model with an ongoing licence, the customer may continue using the purchased version after termination of Support or Professional Services, provided the customer has paid all applicable fees and continues to comply with these Terms.
2. Dove365 may terminate the licence if the customer materially breaches these Terms and fails to remedy the breach within thirty (30) days of receiving written notice, where the breach is capable of remedy.
3. Dove365 may terminate the licence immediately if the customer unlawfully redistributes Support, reverse engineers protected components, attempts to bypass licensing restrictions, infringes Dove365 intellectual property rights, or uses Support in a manner that creates a material legal or security risk.
4. Termination of the product licence does not automatically terminate the customer's Microsoft licences, subscriptions or Microsoft services. Those remain subject to Microsoft's own terms and conditions.
5. Termination of Support or Professional Services does not affect the customer's right to continue using the purchased version of Support unless the product licence itself has been terminated in accordance with these Terms.
6. Upon termination of the product licence, the customer must immediately cease using Support and remove it from all Microsoft Power Platform environments in which it is installed. The customer remains solely responsible for preserving, exporting or migrating Customer Data before removing the product.

19. Export Compliance and Sanctions

1. The customer must comply with all applicable export control, trade sanctions and import laws that apply to its use of Support and the Microsoft Platform.
2. The customer must not use, export, re-export, transfer or make available Support in breach of applicable sanctions or export control rules, or to any person or territory where doing so is prohibited.
3. The customer is responsible for ensuring that its users, affiliates and any third parties it permits to access Support comply with this section.

20. Governing Law and Disputes

1. These terms are governed by the laws of England and Wales.
2. The courts of England and Wales have exclusive jurisdiction over disputes arising from these terms, except that Dove365 may seek urgent injunctive or protective relief in any court of competent jurisdiction where necessary to protect its intellectual property, confidential information or security interests.
3. If the customer is located outside the United Kingdom, the customer remains responsible for complying with local laws that apply to its use of Support.

21. Microsoft Disclaimer

1. Dove365 is an independent software vendor and Microsoft partner. Support is a Dove365 product and is not a Microsoft product.
2. Microsoft, Power Platform, Power Apps, Dataverse, Dynamics 365, Microsoft 365, Outlook, SharePoint, Exchange Online, Copilot, Copilot Studio, AI Builder, AppSource and Azure Marketplace are trademarks or registered trademarks of Microsoft Corporation or its affiliates.
3. Use of Microsoft products and services is governed by Microsoft’s own licences, terms, service descriptions, privacy terms, security commitments and availability commitments.
4. Microsoft is not responsible for Support except to the extent expressly stated in Microsoft’s own marketplace or platform terms.

22. General

1. The customer must not assign or transfer its rights under these terms without Dove365’s prior written consent, except as part of a genuine corporate reorganisation or sale of substantially all of the customer’s business assets, provided the successor agrees to comply with these terms.
2. Dove365 may update these terms for future purchases, future versions or future support arrangements. The version applicable to the customer’s purchased version remains the version in effect at the time of purchase unless the customer accepts updated terms.
3. If any part of these terms is found to be invalid or unenforceable, the remaining parts will continue in effect.
4. A failure or delay by either party to enforce a right does not waive that right.
5. These terms, together with any applicable order, marketplace record, statement of work or support agreement, form the agreement for Support and supersede prior product-specific discussions or representations about the same subject matter.

23. Version History

Version	Effective date	Summary
1.0	6 July 2026	Initial product-specific Terms and Conditions for Dove365 Support.