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· Software Support Policy
· Year 2010 Compliance |
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| Hilgraeve, Inc.
Software Support Policy |
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Support Policies for Commercial Software:
Phone Support:
60 days free support from date of purchase.
Additional support incidents can be purchased for $29.95 per incident
for all products except DropChute Enterprise.
DropChute Enterprise has a per incident charge of $49.95.
Scripting consultation, script conversion, firewall configuration,
and DropChute Enterprise automation consulting are not considered incidents. These
services are charged at their established rates.
There will be no charge for feature requests, or bug reports.
Email Support:
- E-mail support is free and
unlimited. Customers should complete an on-line form that contains the information our
support staff needs to solve any problems quickly.
Web Support:
- Online web support is free and unlimited.
We provide Knowledgebase articles and online discussion groups that enable customers to
ask questions of our online community.
Update Policy:
- Updates with .01 increments will be provided for free download to
registered users of the previous version. Software will be provided on CD for a nominal
fee.
- Other updates will be provided for free download to registered users
if they purchased the previous version within 60 days prior to the update release.
Software will be provided on CD for a nominal fee.
- Other updates will be available at special pricing directly from
Hilgraeve. Purchasing an update entitles users to 60 days of free phone support from date
of purchase of the update.
Support Policies for Trial
Software
Trial software includes email, on-line and phone support for the duration of the trial
period. When the customer purchases the software, they are eligible for 60 days of free
telephone support. Customers must register their trial software to be eligible for free
support.
Support Policies for Free
Software
Free software support is limited to on-line support (Knowledgebase and discussion
groups) only. There is no email or telephone support available for free software.
Customers may purchase support for free software on a per incident basis. |
