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Support Policy
Last Updated: 28 March 2005
This Maintenance and Support policy applies to existing Auratech Software customers who have pruchased and paid for one or more of
our products.
Auratech Software endeavours to provide the highest levels of customer support and service. We use our own products in providing our
support, so it is in our best interests to show that these products are up to the challenge.
1. General Policies.
Auratech reserves the right to limit each telephone call to half an hour and to limit each call to one incident, which is defined as a single support issue or question. Auratech may also limit or terminate support service to a customer who uses the service in an irregular, excessive, abusive or fraudulent manner. Terms, conditions, support features, procedures, pricing and support availability are subject to change at any time without notice.
2. Service Availability.
Support is limited to 12 months from the date of purchase of your first Auratech product or the start of your Auratech Annual Maintenance contract. Service availability may occasionally deviate from stated hours due to downtime for systems and server maintenance and observed Australian public holidays. Auratech cannot guarantee that you will not experience some delay in having one of our technical support consultants answer your query - as call volumes fluctuate so too will response time.
3. Support Topic Limitations.
Inquiries are limited to the following Auratech product areas: installation, upgrade assistance, basic usability and basic functionality, as described in MYOB product documentation. Auratech does not claim to resolve connectivity issues caused by third-party services, service providers, operating systems, hardware or other software, or networking problems. The determination of the nature of your query for these purposes will be made by our technical support consultants.
4. Updates and Upgrades.
Your Annual Maintenance agreement entitles you to any updates without charge, if such updates become available during the term of your subscription. Auratech does not warrant that there will be any updates to the Auratech software during the maintenance term.
Upgrades to the latest version are not included under annual maintenance and are chargeable (at a reduced price). The only exception to this is for new customers, which will receive any upgrades free, that occur within 6 months of their purchase date.
Any updates and/or upgrades will be available for download from our website only.
5. Support Policies for Trial Software
Trial software includes support for the duration of the trial period. Support is limited to pre-sales questions directly relating to the product only.
6. Support Policies for Free Software
Support for free software is limited to our online web forum only. There is no email or telephone support available for free software. Customers may purchase support for free software on a per incident basis.
Terminology
Support
Assistance given via phone, fax, email, online-chat or through
our website.
Maintenance
Includes updates, revisions and bug fixes for
support of Auratech Software products and add-ons.
Free Support
(as stated in the sales process) includes both support and
maintenance for one year from your initial purchase with
Auratech Software. i.e.. if you have already purchased a
product from us then a second purchase during the year,
does not renew the Maintenance and Support Term.
Operational Support
Support of a non-technical nature e.g. "how do I" questions,
relating to a supported Auratech Software product.
Technical Support
Support that includes bugs, program errors, installation
and anything not covered by the online help or instructional
videos, in direct relation to a supported Auratech Software
product.
Product
A software program developed by Auratech Software and sold
as a "system". Current products include:- CISS, WebCISS,
Prospector
Add-on
An additional program that was developed to add functionality
to one or more system products. e.g. CISS Nagger
Upgrade
A new major version release of a supported Auratech Software
product.
Update
A new Minor version or Revision version release of a supported
Auratech Software product.
Version
A number that uniquely identifies an edition of a support
Auratech Software product. In the format of "Major.Minor.Revision".
Major
Major release number of the product. The Major release number
only changes for upgrades to a new version of an Auratech
Software product.
Minor
Minor release number of the product. Usually the Minor release
number changes in updates to an Auratech Software product.
Revision
Revision version number of the product. The Revision number
changes each Build or compilation of an Auratech Software
product.
Maintenance and Support Terms
Maintenance and Support is provided and billed in 12 month
increments (each a "Maintenance and Support Term").
The initial Maintenance and Support Term begins from the initial
purchase date and ends 12 months later.
The fee for the initial Maintenance and Support Term is $0.00 as
per our current sales agreement.
For subsequent Maintenance and Support Terms, you will be
invoiced 14 days prior to the end of your current Maintenance
Support Term, for Maintenance and Support fees at Auratech
Software's then current rates.
Cover
The Maintenance and Support agreement includes all operational
and technical support and all updates during the Maintenance and Support Term.
Upgrades are an additional charge, except for new customers, where the upgrade
is released within 6 months of their purchase date.
Exclusions
The Maintenance and Support agreement excludes enhancements
and site specific modifications outside the development
schedule.
Auratech Software has the right to refuse support and/or maintenance to
anyone we deem, on the basis of outstanding payments, being rude or swearing,
or any other reason we feel violates the nature of our business.
Calculation of Maintenance and Support Term Fees
The annual Maintenance and Support Fee is calculated at
20% of the total current retail price of all Auratech Software
supported products, no matter when they were purchased.
Renewal and Payments
You will be automatically sent an invoice via email for
the annual Maintenance and Support Term fee.
Auratech Software makes every effort to provide you with
an invoice and notice of renewal 14 days prior to the end
of each Maintenance and Support Term (anniversary date),
however, it is your responsibility to note this date and
to keep us informed of the email address of the primary
contact for your business, so that we can reach you.
If payment is not received within 14 days of the invoiced date,
then it will be assumed that you do not wish to renew and your
annual maintenance will be terminated and a reinstatement fee charged should
you wish to resume the agreement.
Reinstatement Fee
If you terminate Maintenance and Support or fail to pay the
renewal fee within 14 days of the invoiced date, and you later
wish to reinstate Maintenance and Support, a fee equal to
50% of all the total current retail price of all Auratech
Software supported products (i.e. your 20% annual maintenance fee PLUS an additional
30% reinstatement fee) will be charged.
Supported Software
Auratech Software provides support for the current version
of its Software (including all updates and revisions within)
and will support the version that immediately preceded the
current version for at least 90 days after the new release
in order to give you time to install and implement the new
version. However, no more development will be done on the prior
version. The same level of Maintenance and Support must
be maintained for all licenses of a particular Auratech
Software product.
Non-Maintenance Agreement Support
Auratech Software will still offer support to customers
not on a current Maintenance and Support Term agreement
at the following charges:
$100 per incident
Payment is by credit card (Mastercard/VISA/Bankcard) only and must be paid
before any support is given. Click here to order Support
In the event that we cannot resolve your call, 50% of the fee will be refunded.
Other Services Rates
Auratech Software also offers these services at the following
rates:
Custom Report Development (Crystal Reports) @ $75 /hr (min. charge of $75)
Custom Report Development (ASP) @ $60 /hr (min. charge of $60)
Custom Program Development @ $150 /hr per programmer requested. (min. 1 hr)
Revisions to Policy
Auratech Software may revise this policy from time to time
by posting the revisions on this page and using reasonable
means of notifying you of the revision, including posting
notice of the date last modified on this page or e-mail.
However, if Auratech Software chooses to revise the policy,
the revision will not materially alter the level of support
you are entitled to receive during your then current Maintenance
and Support Term. For any revision that will materially
alter the service in an upcoming Maintenance and Support
Term, Auratech Software will provide advance notice of the
change or provide you with additional time to decide whether
or not to renew Maintenance and Support. Auratech Software
reserves the right to discontinue support for its Software
at the end of any Maintenance and Support Term, or immediately
if customer fails to make timely payment of Maintenance
and Support fees.
*** Note:Currently all Maintenance and Support services
are provided in English.
*** Note: All dollar amounts discussed in this policy
are in Australian Dollars and are inclusive of any taxes.
If you wish to discuss the above policy, please contact
Auratech Software
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