Webb Fontaine Technical Support Policies

Overview
Technical Support is exclusively provided for products properly licensed. Technical Support is provided for problems that are demonstrable in the current release(s) of Webb Fontaine licensed product, and on an appropriate hardware and operating system configuration, as specified in the products documentation. Webb Fontaine product release information is accessible via Webb Fontaine.

Support terms
Period
Technical Support is effective upon the effective date of the ordering document. Unless otherwise stated in the ordering document, Webb Fontaine technical support terms, including pricing, reflect a 12 month support period. All technical support services ordered for a support period and the related fees are non-cancelable and non-refundable. Webb Fontaine is not obligated to provide technical support beyond the end of the support period.

Fees
Technical support fees are due and payable annually of a support period, accordingly to the ordering document or financing or payment contract with Webb Fontaine or an Webb Fontaine affiliate. Failure to submit payment will result in the termination of technical support.

Software Updates
"Software update" covers all the subsequent release of Webb Fontaine licensed products that Webb Fontaine makes available at no additional licenses fee to its supported customers. It does not include any release, option or future program that Webb Fontaine licenses separately. Customer shall be responsible for installing the updates.

Support Classes

Standard

Silver

Gold

Severity definition

Critical problem

Non critical problem