cendio thinlinc subscription agreement


This agreement ("Agreement") describes the terms and conditions
associated with upgrades and support for Cendio ThinLinc ("Product").

1.      Upgrades

1.1     The Customer is entitled to receive user licenses for any version
of the Product released during the period that this Agreement is valid.

1.2     Updated user licenses will be delivered within two Business Days
from the time the request has been received by Cendio.

1.3     Cendio is free to deny any request for user licenses if the
Customer has already received user licenses for the requested version of
the Program. Cendio is also free to deny requests for a greater number
of user licenses than those specified in the associated purchase order.

2.      Support

2.1     Cendio will provide support services for resolving technical
problems in the Product. Support is given in English only unless the
Customer is in a location where localised support has been made
available by Cendio.

2.2     Support requests will be handled and support services given by
Cendio during office hours, 08:00 CET to 17:00 CET, on Business Days.
With "Business Days" is meant Monday through Friday, excluding Swedish
public holidays.

2.3     If Customer has purchased a "ThinLinc Standard Subscription",
support services will be provided remotely by email. Cendio will
respond to a new support request within two Business Days.

2.4     If Customer has purchased a "ThinLinc Premium Subscription",
support services can also be provided by telephone. The time and date
for such calls must be agreed upon with Cendio’s support engineer(s) by
email. A support request associated with a "ThinLinc Premium
Subscription" is given priority over other support requests and Cendio
will respond to a new support request within one Business Day.

2.5     Cendio requires remote access to Customer's system to analyze
and resolve problems. Customer will be informed prior to Cendio's
conduct of any remote service. Cendio may provide Customer with software
to assist with diagnosis and/or resolution of the problem. Any
information reviewed by Cendio shall be deemed as confidential in
accordance with Section 6 below. In the event Customer does not provide
Cendio with remote access, Cendio is not responsible for such support
issue, but will use reasonable efforts to resolve the issue remotely.

2.6     In situations where Cendio cannot provide a satisfactory
resolution to Customer's critical problem through normal support methods,
Cendio may engage its product development team to create a so called
hotfix to the Product. Cendio retains all right, title and interest in
and to such hotfixes. Hotfixes are designed to address a specific
Customer situation and may not be distributed by Customer outside
Customer organization, without prior written consent from Cendio.
Limited regression testing is performed on hotfixes. Hotfixes can be
released as updates to other customers. Cendio is free to limit the
amount of resources devoted to developing a hotfix and does not
guarantee that a hotfix will be delivered within a certain time.

2.7     Cendio's performance is subject to Customer's fulfillment of the
following responsibilities:

    a)  Customer may be asked by Cendio to perform certain problem
        determination activities. These activities may include performing
        network traces, capture error messages and collecting
        configuration information. Customer may also be requested to
        perform problem resolution activities including changing product
        configurations, installing new versions of software or new
        components, or modifying processes. Customer agrees to fulfill
        such requests.

    b)  Customer is responsible for implementing backup and other
        procedures necessary to safeguard the software and data from
        unauthorized access and to reconstruct lost or altered files
        resulting from system failures.

    c)  Customer is responsible for procuring, installing and maintaining
        all equipment, telephone lines, communications interfaces, and
        other hardware in Customer's IT- environment and for providing
        Cendio with access to such Customer facilities required to
        operate the Product and permitting Cendio to perform support
        according to this Agreement.

3.      Exclusions

3.1     Cendio is not required to provide any support services relating
to problems arising out of (i) Customer's failure to implement all
currently available Upgrades to the Product; (ii) changes to the
operating system or IT- environment which adversely affect the Product;
(iii) any alterations of or additions to the Product performed by parties
other than Cendio; (iv) use of the Product on other CPU and peripherals
than for which the Product is designed and licensed; or (v) use of the
Product on other operating systems than the Product is licensed for; or
(vi) versions of the software released more than three years ago. By
"Upgrades" is meant any new versions, updates, or hotfixes. Technical
Support does not include development work on software not licensed from
Cendio or development work for enhancements or functions that are outside
the documented functionality of the Product.

4.      Warranty and Limitation of Liability

4.1     Cendio will use all reasonable commercial efforts to provide the
support requested by Customer under this Agreement in a professional and
workmanlike manner, but Cendio cannot guarantee that every issue or
problem raised by Customer will be resolved or guarantee a certain
resolution time. Cendio makes no warranties beyond what is explicitly
stated in this Agreement.

4.2     Each Party's liability to pay damages is limited to direct
losses amounting to a total of twelve (12) months' subscription
fees. Provided there has been no intent or gross negligence, neither
party shall have any liability for lost profits or other indirect
damages or losses, including liability to compensate any third party or
loss of information.

5.      Term and Termination

5.1     This Agreement is valid for the duration specified in the
associated purchase order, starting from the date of delivery. If there
is no duration specified then this Agreement will be valid for (1) year.

5.2     Either party may at its option terminate this License immediately
upon written notice in the event that the other party: (a) breaches any
term of this License, which breach remains uncured for a period of
30 (thirty) days after written notice of such breach to the other party;
or (b) becomes insolvent or asserts that it is insolvent, fails to make
any payments as they become due, institutes or has instituted against it
any proceeding, arrangement, receivership or assignment for the benefit
of creditors, or files or has filed against it any petition under
applicable bankruptcy laws.

6.      Confidentiality

6.1     Cendio may through this Agreement have access to certain
information which Customer deems confidential. Cendio shall for a period
of two (2) years from the date of receipt of confidential information
maintain such information confidential in the same manner and to the same
extent as Cendio protects its own confidential information of like kind
or similar nature. Cendio shall only disclose confidential information to
those of Cendio's employees who have a direct need to know this
information. Cendio shall maintain confidentiality through confidentiality
agreements with the employees and other appropriate measures. Upon
request by Cendio, Customer shall advise whether it considers any
particular information to be confidential.

6.2     The provisions of this Section 6 shall not apply to information:
(i) which is or becomes available to the public other than by breach of
this Agreement or of any other duty; (ii) which is already in Cendio's
possession prior to disclosure by Customer; (iii) which Cendio has
received by a third party without restrictions as to confidentiality; or
(iv) is developed by Cendio independently from Customer's information.

7.      General Provisions

7.1     Modifications of this Agreement, or waiver of any rights, shall
be effective only in writing.

7.2     The waiver of a breach of agreement shall not constitute a waiver
of any other right in this Agreement or of the right to call attention to
any subsequent breach of agreement.

7.3     All notices concerning this Agreement shall be in writing, and
shall be delivered personally, by e-mail or by registered letter. Notice
will be deemed served a) at the time of delivery, if delivered
personally, b) the next Business Day, if delivered by e-mail during
normal office hours, or c), three (3) Business Days after mailing, if
sent by mail.

7.4     Neither party shall be liable for any damage or loss resulting
from causes beyond such party's reasonable control.

7.5     This Agreement constitutes the entire agreement between the
parties hereto with respect to upgrades and support services for the

7.6     The terms of this Agreement supersede any possible contrary or
additional terms in any Customer-issued purchase order or other

7.7     Customer shall not assign its rights or obligations under this
Agreement without the prior written consent from Cendio, which is not to
be unreasonably withheld.

7.8     This Agreement shall be governed by and construed in accordance
with Swedish law. Any dispute, controversy or claim arising out of or in
connection with this Agreement, or the breach, termination or invalidity
thereof shall be finally settled by arbitration administered by the
Arbitration Institute of the Stockholm Chamber of Commerce (the "SCC").
The Rules for Expedited Arbitrations shall apply where the amount in
dispute does not exceed EUR 200,000. Where the amount in dispute exceeds
EUR 200,000 the Arbitration Rules shall apply. The amount in dispute
includes the claims made in the Request for Arbitration and any
counterclaims made in the Answer to the Request for Arbitration. The
Arbitral Tribunal shall be composed of a sole arbitrator. The place of
arbitration shall be Linköping. The language to be used in the arbitral
proceedings shall be English.

Frequently Asked Questions

  • ThinLinc is packaged in subscriptions with a tiered pricing system. A higher number of subscriptions will give a lower price. The subscriptions can be purchased for different periods, 12, 36 and 60 month. A longer duration will give a greater price. The payment of the subscriptions is done in advance.

    The default rule is that the prices are set in accordance with the number of subscriptions that are purchased at the actual call off. Deviation from this can be eventually agreed if a roll-out plan can be committed in advance.

  • Every valid ThinLinc Subscription Agreement has a specific ID. Contact Cendio at support@cendio.com and refer to your ID, and we will issue new user licenses for you.

  • Contact Cendio support team at support@cendio.com. And refer to your ThinLinc Subscription ID in your support request.

  • We will set up an evaluation account that gives the permission to receive support directly from our technical team. Cendio can also provide trial licenses for more than 10 users. Please contact sales@cendio.com directly.

  • Cendio wants to sponsor organizations where the business aims to make the world better. This means to help people, regions etc. that really need help. Please contact us a sales@cendio.com.

  • Cendio offers a non-profit discount for organizations that fall under the definitions that can be found at the https://www.cendio.com/thinlinc/shop/non-profit-organization/. Please contact us at sales@cendio.com for pricing. 

  • Cendio will, in good time before expiration of the ThinLinc Subscriptions Agreement, send a reminder by email. The renewal process will follow the same routines that are used in a new or additional purchase.

  • Other set-ups are possible for bigger deals. Contact sales@cendio.com.

  • Purchases can be done directly via invoice, web shop or by a reseller. Cendio is a Swedish and EU company with long experience from doing business with foreign organizations. If you have any questions or need support, please contact us at sales@cendio.com


  • Best functionality and performance will always be achieved by upgrading to the latest version, both on the server and client-side. A newer version on the client-side will always give a better user experience than a former version. Cendio’s ambition is to keep good compatibility and functionality between the different versions. Historically, good compatibility between versions has been 3-5 years.

  • A ThinLinc set-up consists of a server software, client software and user licenses.

    Server software

    The server software is the heart of ThinLinc installation and handles all sessions, desktop environments and generates the virtual desktop, workspace etc.

    User licenses

    To allow more than 10 sessions to connect access to the server software, user licenses need to be added into the server software. User licenses are bought from Cendio. Please note, when placing user licenses into the ThinLinc server, the counting starts from 0, not 10. In concrete, this means that you need to buy and install the number of user licenses that you need.

    Client software

    The client software is installed on the device that is used to connect to the server and provision the virtual desktop / workspace. If using the web access client, no local installation of client software is needed, the provisioning is generated via the web browser that is installed at the server.

  • It’s up to the licensee to decide who can connect into the server installation. The ThinLinc client software is free of charge and can be downloaded by everyone.

  • The licensing is per organization. There is no limitation on how the ThinLinc user licenses are distributed in the legal organization, as long as the number of consumed licenses don’t exceed the number of paid licenses. It’s allowed to move the user licenses, but not copy.

  • The license use can be seen in the status module, how to manage can be found at https://www.cendio.com/resources/docs/tag/tlwebadm_status.html#tlwebadm-status . ThinLinc will notify you when the limit of licenses has been reached, for detailed information see, https://www.cendio.com/resources/docs/tag/licensehandling.html?highlight=soft

  • Both the ThinLinc server and client software are free to distribute. The user licenses are connected to a purchase and are not allowed to distribute. For more detailed information, see https://www.cendio.com/thinlinc/docs/legal/eula

  • A specific version of ThinLinc is supported 3 years from release date. After 3 years, Cendio can’t guarantee support.

  • The number of user licenses that will be delivered will be in accordance with the number of subscriptions that have been acquired by the customer. The user licenses are perpetual.

  • When adding user licenses into the ThinLinc server, the counting will start from zero. So if you require 200 users, you need to have 200 user licenses

  • You need to buy user licenses and install them in the ThinLinc server. The user licenses are received through buying ThinLinc subscriptions.

  • It’s easy to add new users into a current ThinLinc set-up. By purchasing additional subscriptions into your agreement, so will we issue additional user licenses.

  • Cendio will, after receiving a valid order, distribute user licenses via email for the latest version after a purchase. If the purchase is a renewal and the customers have already received the latest version, no user licenses will be delivered by default, updated licenses will be delivered on request in this case.

  • It’s possible to merge existing agreements. When doing a merge, the period shall be at least 12 months.

  • The default rule is that the prices are set in accordance with the number of subscriptions that are purchased at the actual call off. Deviation from this can be eventually agreed if a roll-out plan can be committed in advance.

  • The client software packages are free of charge.

  • The ThinLinc license is perpetual and will still work after the expiry date of the ThinLinc subscriptions.


  • Both as an individual and as an organization, it is not allowed to use the free version of ThinLinc if you have valid user licenses.

  • ThinLinc is free to use for up to 10 concurrent users for both individuals and organizations (on a group basis).

  • ThinLinc Subscriptions give the possibility to run more than 10 concurrent users per ThinLinc installation. It also gives technical support directly from Cendio and the right to get upgrades (new versions) for ThinLinc.

  • ThinLinc Premium Subscription gives prioritized answers, faster response time, and direct access to our qualified technical support via telephone service.

  • The free version of ThinLinc is limited to 10 concurrent users and is supported via the ThinLinc Community. The commercial version of ThinLinc is packaged in a so-called subscription and can be scaled for more than 10 users. The subscriptions also give the right to get professional support in ThinLinc directly from the Cendio technical team.

  • ThinLinc is free to use up to 10 users at the same time per individual or organization worldwide, without any obligations. The usage can be 10 installations with one user per each or one installation with 10 users. What matters is that the 10 users aren’t exceeded.

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