Support PolicyDuring ‘30-Day’ FREE TrialFREE support, to help Users install or register their systems.During RegistrationUsers will be given the option of taking out an annual support contract. This provides them to up to 4 ‘Support Incidents’ during the following 12 months. Additional support contracts or individual ‘Support Incidents’ may be purchased over the phone at any time.After RegistrationUsers who already have a support contract, wish to purchase one, or want to log an individual ‘Support Incident’ may phone Support. They will be asked to identify themselves, with their Client ID number.If Users don’t have a current support contract they will be given the option of purchasing one, or paying for an individual ‘Support Incident’. They will not be passed to a Support Analyst until they have purchased either a ‘Support Contract’ or a ‘Support Incident’ and given their Credit Card details. Any problems caused by the software itself, rather than the User’s understanding, will NOT be charged. Support IncidentsA ‘Support Incident’ is the resolution of one particular problem. Users may use the Support number as often as is necessary using the same ‘Support Incident Number’ that they will be given, until a particular problem is resolved. They may also be rung back by the analyst, faxed or E-mailed at On2it Software’s expense until the ‘Support Incident’ is satisfactorily closed.Problems that turn out to be Bugs, the software not doing something that is in the User Manual, are most definitely NOT chargeable and will be credited. |
