ANNUAL SUPPORT CONTRACT
The annual support contract allows you to receive product updates for your licensed products, and technical support, during your contract period at no additional charge. The support contract is provided to you free of charge for one year from the date of your purchase. After the first year, you may purchase the annual contract at the rates listed on the pricing page. Annual support contracts are valid for one year from the anniversary date of your original purchase, and must be kept current to qualify for free support and product updates. Support contracts are non-refundable.
TECHNICAL SUPPORT
Free technical support is included with your license for one year from the date of purchase. Technical support is provided via phone or email and does not include live web sessions or on-site support. Liberty Labs reserves the right to limit support in cases of abuse or misuse, or to discontinue or limit the time period for free support in the future.
SUPPORT POLICIES
Technical support provided during the first year, or under the annual support contract, is limited to providing technical support to registered users for setting up and running the licensed application. It does not include support for your network or hardware issues, or for any other applications. For the client/server version, we can provide help setting up the ODBC connection, but we cannot support issues with your SQL Server or with network access issues.
Technical support does NOT include:
LIVE SUPPORT
Live help sessions using a screen sharing application over the web are available for additional help. You may share your screen with us so that we may provide instruction or troubleshoot issues with you; alternatively, we can allow you to see our screen to view a presentation or demonstration. The cost is $95.00 for one half hour or $165.00 per full hour session.
ON-SITE SUPPORT
On-site support may be contracted for customers needing additional help or training. Each day of on-site support purchased includes having an expert programmer at your location for a full 8 hours. During these 8 hours, the programmer will provide training, help, customization, or other services as established in advance and agreed to under the project proposal.
You will be charged $1299.00 per day, plus the cost of one hotel night per day, and the cost of one roundtrip business class airline ticket from San Diego, California, USA to your location per trip. For locations in the western US, economy airfare may be acceptable, call for more information. Hotel and airline ticket selection will be agreed to in advance. We are able to travel to any location that is within 60 miles of a commercial airport.
Cancellation
If you cancel the support day one week or more in advance, you will receive a refund of your payment less any non-refundable fees incurred for the reservations.
If you have any questions or concerns about these policies please contact us.