Unless otherwise stated, these Technical Support Policies apply to technical support for all HighTechForms product lines.
“You” and “your” refers to the individual or entity that has ordered technical support from HighTechForms.
To receive technical support as provided by HighTechForms Support Services (FOADSS), all programs must be currently licensed. You may contact HighTechForms via telephone or email during normal business hours (CST). HighTechForms provides technical support by documentation via its web site 24/7. Phone numbers and contact information can be found on HighTechForms’s support web site at http://support.formsonadisk.com/.
Technical support is provided on a first-come, first-served basis for issues (including problems created by you) that are demonstrable in the currently supported release(s) of a HighTechForms licensed program, running unaltered, and on an appropriate hardware, software, and operating system configuration, as specified in your program documentation. Product release and supported platforms information for HighTechForms programs is available through the HighTechForms web-based customer support system.
The parties agree that the HighTechForms will not be responsible for providing technical support for problems arising out of hardware or other software conflicts that are not directly attributable to HighTechForms products, and that it will be the responsibility of the Licensee to seek such support from the appropriate manufacturers of the hardware or software causing the problem.
Further, Licensor makes no warranties for problems arising out of accidents, abuse, misuse, misapplication, or other inappropriate use of the programs governed by Your license, including any modifications to the programs by Licensee or by other persons or entities, which modification includes purposeful or accidental changes or the introduction of a computer virus to the system on which the HighTechForms programs are installed.
These Technical Support Policies are subject to change at HighTechForms’s discretion; however, the services provided will not be materially reduced during the support period (defined below).
Technical support is effective upon the Delivery Date as indicated on your invoice. HighTechForms technical support terms, including pricing, reflect a 12 month support period (the “support period”). All technical support services ordered for a support period and the related fees are non-cancelable and non-refundable. HighTechForms is not obligated to provide technical support beyond the end of the support period unless your technical support contract is renewed on or before the service expiration date.
Technical Support Fees
Technical support fees are due and payable annually in advance of a support period. An annual invoice will be sent to a single billing address as designated by you. Failure to submit payment will result in the termination of support.
Reinstatement of HighTechForms Technical Support
In the event that technical support lapses or was not originally purchased, upon the commencement of technical support a reinstatement fee will be assessed. The reinstatement fee is equal to 150% of the current support fee structure. Once the reinstatement fee has been assessed, technical support for the year following the reinstatement date may be purchased per the current technical support fee structure.
Technical Support Incidents for Unpaid Technical Support
In the case that a client declines to purchase an Annual Technical Support Contract and subsequently requests technical support from FOADSS, a Technical Support Incident Fee (“Incident Fee”) shall be assessed and must be paid prior to FOADSS handling the technical support issue. The Incident Fee is $50 and shall cover the resolution of one technical support issue. Subsequent technical support issues not related to any currently unresolved technical support issues will be assessed their own Incident Fees.
SUPPORT FOR LOST OR UNRECOVERABLE LICENSE
A HighTechForms license is an asset like any other material asset and represents material value to both you and HighTechForms. This technical support contract does not function as insurance, and does not provide for no-cost reinstallation of lost or unrecoverable licenses. In the event that a license is lost or becomes unrecoverable, HighTechForms will restore the license at the then current license price, except as provided for below.
HighTechForms contracts with companies and associations to develop and market programs based on their copyrighted forms. Should any such company withdraw a form from the marketplace and disallows continued distribution of said form, HighTechForms will not replace said form if it becomes lost or unrecoverable.
You are the sole liaison between you and FOADSS for technical support of programs. You should be knowledgeable about the HighTechForms program(s) and your HighTechForms operating system environment in order to help resolve system issues and to assist HighTechForms in analyzing and resolving service requests. When submitting a service request, you should have a baseline understanding of the problem you are encountering and an ability to reproduce the problem in order to assist HighTechForms in diagnosing and triaging the problem.
Program Fixes, Updates and Revisions
A “Program Fix” (or “Program Patch”) refers to a modification to the programming code of a form that serves to resolve problem issues. Program Fixes are made available for program licenses to its supported customers at no additional license fee, other than transaction charges if applicable.
A “Program Update” refers to a modification to the programming code of a form that serves to enhance functionality.
A “Program Revision” (or Form Revision) refers to a modification of the form itself. Program Updates and Program Revisions are made available for program licenses to its supported customers at a fee equal to a percentage of the original cost of the license, including transaction charges if applicable.
Updates are provided when available, and HighTechForms is under no obligation to develop any future programs or functionality.
For all HighTechForms Program Fixes, Updates, and Revisions, the fixed/update/revised program will be made available to you via download. You shall be responsible for installing the updates.
Right to Desupport
It may become necessary as a part of HighTechForms’s product lifecycle to desupport certain program releases and, therefore, HighTechForms reserves the right to desupport certain program releases. Desupport information, including desupport dates, is posted on the HighTechForms web site. Desupport information is subject to change. HighTechForms will provide updated desupport information on the HighTechForms web site as necessary.
Third Party Vendor-Specific Support Terms
In the case that a client decline
FORMS ON-A-DISK COLLABORATIVE SUPPORT
HighTechForms may make available software tools (such as tools to assist in the collection and transmission of configuration data) and web-based tools (such as tools that enable HighTechForms, with your consent, to access your computer system) to aid in the resolution of service requests. Such tools may be used only in connection with supported program licenses, and use of the tools will be subject to any additional license and other terms provided with the tools.
FORMS ON-A-DISK SERVICE ATTENTION
Service requests may be submitted by you either online through HighTechForms’s web-based customer support systems or by telephone. Reasonable efforts will be made to respond to service requests within two (2) hours during normal business hours (CST).