Callout priority will be given to clients with support contracts at reduced rates, and will also be guaranteed a response time of 36 hours during weekdays.
Other issues.Įngineer callouts – If it is necessary for a support engineer or technician to visit a client’s site, payment will be due immediately.
FILEMAKER PRO REPORTS EXCLUDE SOFTWARE
Defined as being unable to use the Software non key functions (report/invoices) Low – 2 business days. Defined as being unable to use the Software key functions (cv parsing) Defined as being unable to access the Software. The targeted response times for a Support Issue is dependent upon the severity of the issue: Details of our FUP can be found at /fair-usage-policy/ The Licensee with a valid and current support agreement will not be billed for this support while other Licensees are charged at the hourly support rate listed on the website Please note that all telephone support will be subject to our “Support Fair Usage Policy” (FUP). The Company will provide Licensee technical support services via telephone, email or online for Licensees’ use of the Software under this Agreement. HRS Software Ltd shall be referred to as the ‘Company’.
The support contract shall be referred to as the ‘Contract’.Įach occasion support is provided, whether by telephone, email or online, shall be referred to as a ‘Support Issue’. The HRS products shall be referred to as the ‘Software’.
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