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SUPPORT

Overview

We are committed to fully satisfying all of your support needs. We provide our customers with an experienced worldwide technical engineering staff, timely problem resolution, detailed technical answers and sound product advice.

Availability

SECNOLOGY supports customers and partners in locations throughout the world and offers a range of support services including Standard Business Hours from 9am to 5pm, 24 hours support Monday to Friday (24 X 5) and 24 hours a day 7 days a week support for critical issues (24 X 7). Online support services include access to technical notes, FAQ’s, troubleshooting tips, documentation and downloads. Phone, e-mail, and fax contacts are also available.

MISSIONS

Maintenance service available

24-hour web access to SECNOLOGY’s worldwide support centers for help with any SECNOLOGY technical issue. This includes access to technical notes, knowledge base and answers to frequently asked questions. It also enables you to view the status of any issues you have logged with SECNOLOGY Customer Support.

Online request submission for support, licensing and enhancements
Knowledge base inquiries
Known bug and patch information
Free product updates
Enhancement Request Process
Global Response Team Members available to answer all non-technical questions
Account information
General information including support center locations and hours of operation
Reinstatement of Expired Support

Maintenance Renewals process

The Maintenance Renewal team is responsible for contacting customers approximately 60 days prior to the expiration date of their current maintenance contract. Each Renewal Representative works with a designated customer contact to make sure that the new maintenance plan matches the customer’s current and future business needs, and to ensure that customers do not experience a lapse in their support. If you have not received a renewal notice or spoken with an authorized representative please contact SECNOLOGY at sales@secnology.com.

SUPPORT PLANS

SECNOLOGY offers two standard plans for its customers. Additionally, SECNOLOGY offers customer-specific plans and service level agreements on a one-by-one basis.
SECNOLOGY ‘s two standard plans, Classic and Premier, are as follows:

Classic Support Plan
Premier Support Plan

Classic Support Plan

Plan :8 Business Hours
Response Time : Web, Email and Limited Phone Service
Contact Availability : 7/24 Online Services, 5/8 Phone Service
Cost : Call for Pricing

This plan is designed for customers with non-mission critical applications and uses the web and email for submission of service requests. All tickets are immediately placed into the support queue, day or night, for resolution. The Technical Support Engineer assigned to the request will contact the customer during normal business hours to resolve the problem.

Classic Support Plan Highlights:

Software upgrades via Web download or by customer request
License key/authorization code re-issuance
Level 2 support as deemed necessary
Access to our Global Response Team for answers to non-technical questions

Premier Support Plan

Premier support plan

Plan : 4 Business Hours
Response Time : Web, Email and Limited Phone Service
Contact Availability : 7/24 Online Services, 7/24 Critical Support on Demand
Cost : Call for Pricing

The Premier Plan offers faster response times and priority queuing of your service request over the Classic Plan. Our on-line submission of service request allows you to get your request in the queue as quickly as a telephone call, without waiting on hold to initiate your request.

Premier Support Plan Highlights:

All Classic maintenance services
10% discount on list price of published Education Services training, which includes instructor-led courses conducted at a training facility, web-based training, and virtual classroom training. Discount is not applicable to customer-site training or custom developed training.
Telephone support
Submission and Follow up
7/24 Critical support on demand
Severity 1 issues only

WARRANTY CONDITIONS

Software Warranty

SECNOLOGY warrants that for a period of ninety (90) days from the Start Date, the software (“Software”) purchased by Customer will be free from material defects under normal authorized use consistent with the instructions contained in the enclosed documentation. This limited warranty extends only to the original purchaser. For the same ninety (90) day period, SECNOLOGY may provide customers with maintenance releases and feature releases for the Software at www.secnology.com/support.

Customer’s sole and exclusive remedy and the entire liability of SECNOLOGY, its suppliers and affiliates under this warranty is, at SECNOLOGY’s option, either (i) to replace the Software; or (ii) to correct the reported defect through maintenance and feature releases made generally available at www.secnology.com/support.

SECNOLOGY makes no other warranty with respect to the Software, and specifically disclaims any warranty that the Software is error free or that Customer will be able to operate the Software without problems or interruptions. Customer’s sole and exclusive remedy and the entire liability of SECNOLOGY, its suppliers and affiliates under this warranty is replacement of the media on which the Software is furnished.

Warranty Claims

Customers may submit service requests for Software covered under warranty by sending an email to support@secnology.com or by otherwise contacting SECNOLOGY. Customers may also send emails to support@secnology.com to obtain technical support for a period of one (1) year from the Start Date. Proper documentation and verification of defect is required. Customers should include Software product serial number in every service request.

Restrictions

No warranty will apply if the Software (collectively, “Product”) (i) has been altered, except by SECNOLOGY; (ii) has not been installed, operated, repaired, or maintained in accordance with instructions supplied by SECNOLOGY in the enclosed documentation; or (iii) has been subjected to abnormal physical, thermal or electrical stress, misuse, negligence, or accident.

In addition, Products are not designed or intended for use in (i) the design, construction, operation or maintenance of any nuclear facility, (ii) navigating or operating aircraft; or (iii) operating life-support or life-critical medical equipment, and SECNOLOGY disclaims any express or implied warranty of fitness for such uses.

SECNOLOGY shall not be responsible for Customer’s or any third party’s software, firmware, information, or memory data contained in, sorted on, or integrated with any Product returned to SECNOLOGY, whether under warranty or not.

Customer is responsible for backing up its programs and data to protect against loss or corruption. SECNOLOGY’s warranty obligations do not include installation support.

Disclaimer

EXCEPT AS EXPRESSLY SET FORTH ABOVE, SECNOLOGY MAKES NO REPRESENTATION OR WARRANTY OF ANY KIND, EXPRESS, IMPLIED OR STATUTORY, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. FURTHER, SECNOLOGY DOES NOT WARRANT THAT THE SOFTWARE IS ERROR FREE OR THAT BUYER WILL BE ABLE TO OPERATE THE SOFTWARE WITHOUT PROBLEMS OR INTERRUPTION.

Limitation of liability

IN NO EVENT WILL SECNOLOGY OR ITS AFFILIATES OR SUPPLIERS BE LIABLE FOR ANY LOSS OF USE, INTERRUPTION OF BUSINESS, LOST PROFITS, OR LOST DATA, OR INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES, OF ANY KIND REGARDLESS OF THE FORM OF ACTION, WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY OR OTHERWISE, EVEN IF SECNOLOGY OR ITS AFFILIATE OR SUPPLIER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGE, AND WHETHER OR NOT ANY REMEDY PROVIDED SHOULD FAIL OF ITS ESSENTIAL PURPOSE. THE TOTAL CUMULATIVE LIABILITY TO CUSTOMER, FROM ALL CAUSES OF ACTION AND ALL THEORIES OF LIABILITY, WILL BE LIMITED TO AND WILL NOT EXCEED THE PURCHASE PRICE OF THE PRODUCT PAID BY CUSTOMER.