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3. SUPPORT POLICY
The Licensor provides TECHNICAL support for the software product.
Technical support is free of charge for all cases when the product
works not as described in the documentation, within one year since
product purchase.
The user must consult the documentation before asking for support.
Three support levels are available, chosen in order form:
- Self-support. This level is intended for advanced users only. Only
detailed, technically competent bug reports, formed as described in the
user manual, are accepted. Additionally, technically competent
questions about important technical details not described in the user
manual are accepted. Other requests are not accepted. Before sending a
request, the user must carefully read all the documentation and clearly
understand all product specialities. The user also must ensure that the
product is used as described in the documentation and take measures to
isolate the problem. Lost download details recovery is not supported.
- Basic support. Free-form informative problem reports and technical
questions not answered/explained in the documentation are accepted. A
support request must be detailed enough to explain the problem clearly.
Before asking for support, the user must read all the documentation and use
context search feature with keywords specific to a problem to find
information and possible solution. Non-informative problem reports like
"the product does not work" and requests asking for prepared solutions like
"how to setup application X to use it with the product" are not accepted.
Requests that require testing the product with third-party software are not
accepted. For lost download details, one recovery request is allowed.
- Extended support. All support requests are accepted. Before asking for
support, the user must read important parts of the documentation
("Principles", "Basic usage rules", "Examples", "How to...",
"Troubleshooting", "Frequently asked questions"). Informative problem
description will speed-up request processing. Requests that require testing
the product with third-party software are satisfied only if all needed
software is available for free download (no payment, subscripton or even
e-mail address specification requirements). For lost download details,
three recovery requests are allowed.
Bugfixes and upgrades/downgrades within the same major product version
are provided freely for all support levels.
Support requests are processes within 2-3 business days.
For user requests not related to incorrect product functioning and/or
issued after one-year period, additional processing time and/or payment
may be required.
The Licensor provides no training in product, three-party software,
operating system or general computer usage.
4. REFUND POLICY
Refunds are possible only if ALL conditions listed below are met:
- The software is installed and used exactly as described.
- The software works not as described and some of its key features
listed in the documentation are not supported.
- There is no workaround to make the software working properly.
5. LIABILITY
THIS SOFTWARE IS DISTRIBUTED "AS IS". NO WARRANTY OF ANY KIND IS
EXPRESSED OR IMPLIED. YOU USE IT AT YOUR OWN RISK. THE LICENSOR WILL
NOT BE LIABLE FOR DATA LOSS, DAMAGES, LOSS OF PROFITS OR ANY OTHER KIND
OF LOSS WHILE USING OR MISUSING THIS SOFTWARE.