| Software Technical
Support and Service Level Agreement (SLA) describes the minimum guaranteed
service levels provided to our customers.
SLA publication / modification
dates:
-
Publication date:
July 28, 2004.
-
Modification
date: August 05, 2006.
-
Modification
date: December 05, 2007.
-
Modification
date: May 03, 2009.
1. General
1.1 Josytal, as software
publisher, strives to solve quickly and effectively all questions that
may arise in connection with installing, configuring, using our products
as well as other kinds of questions, namely, in connection with registering,
buying, claiming money-back etc.
Josytal technical support service
helps to settle problems outlined in this document according to the established
Service Level Agreement.
1.2 Before you address
your question to the technical support service, you should study all the
reference information available in product documentation, online answers
to Frequently Asked Questions (FAQ) and also online
license activation and management center
1.3 The technical support
cannot resolve problems that concern the maintenance of a third party software
product(s).
2. Support and Assistance
2.1 Josytal aspires
to answer customer questions as soon as possible, namely in a few hours
or a single business day, however due to potential complexity of issues
Josytal guarantees to provide email support to customer in the following
categories within the maximum of 2 business days:
-
full assistance in setting up
and configuring software products;
-
full assistance in downloading,
purchasing and registering software products;
-
basic assistance in all possible
issues indirectly connected with software products.
Full assistance
means that very detailed help (with added screenshots and precise instructions,
if necessary) will be provided to fully fit particular problem situation.
Note: requests
of registered users are processed in the first instance. Josytal
does not guarantee any support for unregistered users, however their
requests and questions will most likely be addressed on regular basis.
2.2. Problems that cannot
be resolved in the context of the current software version are slated for
fixes to be included in the subsequent update. However, technical support
service cannot guarantee a fixed problem-solving date or time.
3. Product Guarantee
3.1. Josytal guarantees that
its software located for download on Josytal website is virus free and
contains no spy-ware, ad-ware or trojans. Otherwise software products are
provided "AS IS" without warranty of any kind.
4. Technical Support Procedure
4.1 Tech support request
can be sent in any of the following ways:
-
by using the Contact
us/feedback form at the site
-
by sending an e-mail to support
department (support [at] josytal.com)
4.2 Assistance will normally
be available from 10:00 AM to 7:00 PM GMT, Monday through Friday. Phone
coverage may not be available at all times. Requests can be submitted online
or by e-mail 24 hours a day.
4.3 In order to ensure
quick and efficient support, please provide the following information with
your inquiry:
-
First name, Order-ID (for registered
users).
-
Product name and version.
-
Operating system name and version
(with service packs installed).
-
Full problem description.
-
Step by step instructions on how
to repeat this problem situation
-
When sending a support request
via the e-mail, you may include screenshots and other images that can help
to identify and resolve the problem
-
Any other information you think
will help us to solve your problem
4.4 The following reasons
can delay or abort consultancy:
-
A problem cannot be reproduced
using similar hardware configuration
-
A user cannot give enough information
required to resolve the problem
-
The problem requires custom improvements
or unplanned software update
-
A user carries out actions that
violated end user license agreement (EULA) or technical requirements for
installation and use of JosyTal products; exceeds the allowed number of
software installations, etc
-
Usage of unlicensed copies of
JosyTal or third party products
-
The question is beyond the technical
support service scope
-
The question is incorrect or client's
replies are inadequate
4.5 The following issues
are beyond the technical support scope:
-
Consultation on general principles
of programming
-
Implementation of custom, user
defined logics and algorithms
-
Diagnose of user software components
-
Customized versions of program
components
-
Modification of existing code
to adopt them for specific business tasks, unless such modifications are
in some way related to essential bug fixes
5. Technical Support and Software
Updates Subscription
5.1 Technical support
and updates subscription (tech support) includes:
-
Free tech support
-
All program updates released during
subscription period
-
Free replacement of license/activation
code in case of computer loss or any similar major incident
-
24/7 access to our online
license activation and management center where users can manage their
licenses.
5.2 In case of total computer
loss as a result of theft, fire or any other similar incident, free license
replacement will be issued only if valid tech support subscription is available
and if appropriate document which describes this incident is provided.
5.3 Subscription period
automatically starts after purchase order is processed and includes the
current version of purchased product.
5.4 Each user is entitled
to free tech support for a limited period of time - one calendar year from
the ordering date.
5.5 When subscription
expires, User may extend tech support subscription for another period of
one calendar year from the ordering date.
5.6 User may continue
to use current version of purchased software after expiration of tech support
subscription. However, he will no longer be entitled to tech support benefits
listed in 5.1
5.7 Tech support subscription
can be extended at any time in future.
5.8 Users are notified
about new updates and fixes via Josytal newsletter.
5.9 By default, each
user is subscribed to Josytal newsletter. User can unsubscribe at any time,
using Josytal online license
activation and management center.
5.10 Users should always
make a backup copy of Josytal product, since Josytal may not be
able to provide old versions of software product on request.
5.11 New builds may
not always fully compatible with previous releases.
5.12 Latest build can
be requested/downloaded in Josytal activation center. Valid tech support
subscription for appropriate product is required in this case.
The date of latest
version of SLA is indicated at the top of this document. In case of SLA
modifications, changes will be indicated on top of this document as well
as listed in our news page. In addition Josytal would like to assert that
SLA will not be changed arbitrary without reasonable cause.
Josytal reserves
the right to modify, add or remove any terms or conditions of this SLA
without prior notice or liability. Any changes to this SLA shall be effective
immediately following the posting of such changes on Josytal.Com web site. |
