Scope of Support
Technical support is intended to help customers with active Maintenance & Support contracts troubleshoot and resolve issues that have been identified as originating from Netsimplicity products which are installed on a supported platform with all pre-requisites met. Customers are expected to fulfill reasonable troubleshooting tasks, and be forthcoming in providing log files, backup databases, and remote access as recommended by Netsimplicity support staff. Issues that stem from a need for training, implementation and deployment services, business rule/project definition, and customization will be referred to our Professional Services organization to contract for the appropriate services.
Technical support for supported products is made available to customers with active Maintenance & Support contracts via a variety of methods: online, on-demand training modules, email and phone support during published support hours of operation, online knowledgebase, and access to product documentation.
Technical support reserves the right to require an upgrade to the current version of the software in order to resolve, or begin troubleshooting, the specified problem. The provision of technical support does not imply that Netsimplicity will fix software defects or make changes to the software.
The following items are NOT supported within a standard Maintenance & Support contract:
- Operating systems and third party applications.
- Alterations or revisions to the Netsimplicity software made by the customer.
- Escalations from personnel other than the named Technical Support Contacts.
- Continued support for issues which Netsimplicity has provided corrections to but have not implemented by the customer, or when data is requested from the customer but not provided.
- Request for changes to items provided by Professional Services. These will be treated as new requests for quotation.
Scope of Maintenance
By subscribing to NetSimplicity Maintenance, you are entitled to receive updates and new releases of your NetSimplicity software product edition free of charge for the duration of your maintenance agreement. If your maintenance agreement lapses, you will not be eligible to receive any product fixes, releases or upgrades until you renew your maintenance agreement retroactive to the date it lapsed.