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5.10. Scope of Free Support

Applies to: All end-user software products

What services are available from Tech Support? Am I eligible for software upgrades? What is covered by my maintenance contract?

This is part of the full End User License Agreement, but for convenience we reproduce the relevant section here.

14.  SOFTWARE MAINTENANCE, SUPPORT SERVICES, AND UPDATES.

If the Software was provided with Software Maintenance, you are entitled to Software updates and upgrades and Support Services free of charge during the Maintenance Period only, provided the Software is used in compliance with this Agreement in all material respects.  Software updates and upgrades and Support Services provided under your Software Maintenance plan are for your use only and not for distribution to or use by others.  Without a current Software Maintenance plan, Software Maintenance may not be available to you.  If the Software is used in breach of this Agreement, you will not be able to receive Software Maintenance, even if you have paid the Software Maintenance fee.

Support Services are available for commercial clients in the form of live support via telephone, e-mail, web portal, or web chat during Palisade technical support operating hours.  Telephone and chat support is not available for student versions of Software. Support Services are not available at your physical site.  Self-serve support in the form of searchable knowledge base articles, forums, and other resources is available 24 hours per day, 7 days per week.
Support Services are limited to: assistance with Software installation, activation, transfers, error messages, bugs, or operational problems.  Support Services are limited to the platforms and Software versions listed at www.palisade.com. [The charts at Windows and Office Versions Supported by Palisade give most of this information.]
Support Services do not include: auditing and de-bugging of models; complete installation services; Software training; consulting or model building; automation or customization of models; hardware troubleshooting or diagnosis; or any other services not specified above.

During the provision of Support Services, you agree to follow Palisade recommendations and provide all information reasonably requested by Palisade to resolve a problem.  Such information may include but is not limited to: your name and company; serial number or activation ID; Software name and version; host application and operating system information; error messages; screen captures; access to view your computer via Webex or similar desktop-sharing software as much as is feasible; and models or output data as much as is feasible.  You also agree to install the latest updates, upgrades, or patches Palisade recommends to resolve a problem.

[Emphasis and links added for convenience in reading.]

Article posted: 2016-07-11

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