Technical Support Terms and Conditions
Source Elements will undertake commercially reasonable efforts to provide technical assistance under this agreement, but does not guarantee that all problems will be solved or that any item will be error-free.
Support for all prior versioned products will cease 6 months after the next release of the product is shipped. Source Elements may, from time to time, discontinue products and versions or discontinue any or all support services. Source Elements also reserve the right to terminate service to any individual who abuses any support program including, but not limited to sharing customer accounts with others.
SOURCE ELEMENTS MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND REGARDING THE SOFTWARE OR ANY SERVICES SOURCE ELEMENTS MAY PROVIDE, INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, OR ARISING BY STATUTE, LAW OR TRADE DEALING OR USAGE. ALL MATERIALS AND SERVICES ARE PROVIDED "AS IS."
SOURCE ELEMENTS IS NOT LIABLE FOR INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES FOR ANY REASON (INCLUDING LOSS OF TIME, LOSS OF DATA OR SOFTWARE, LOSS OF PROFITS OR LOSS OF REVENUE) EVEN IF SOURCE ELEMENTS HAS BEEN SPECIFICALLY ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
For support and product improvement purposes Source Elements has the right to use and treat as non-confidential any information you may give Source Elements during your use of our support program unless you specify in writing the fact that certain material should be treated as being confidential.
This is the full and final agreement between you and Source Elements, and it supersedes any promises, representations or agreements relating to the subject of this agreement. This agreement may be changed only if you and Source Elements' authorized representative do so in writing. No inconsistent, additional, or pre-printed terms on your purchase order or other business form apply.
This agreement shall be governed and controlled by the law of the State of Illinois, United States of America. No choice of law rules of any jurisdiction will apply.
An incident is defined as a single support issue with a Source Elements product and the reasonable effort needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate parts.
When, after 3 attempts on separate business days, the customer cannot be reached regarding an open incident, the incident is considered closed, unless otherwise agreed by Source Elements and the customer. Source Elements will endeavor to provide resolutions to questions within a reasonable time, but at least within 2 business days after the question has been dispatched to an authorized representative of Source Elements. If the nature of the question prevents Source Elements from providing a resolution within that period, Source Elements will contact the customer to inform them when a resolution can be expected.
A response to a request for Support may consist of receipt of and acknowledgement by Source Elements of your request for Support, and may not include answers to your request for Support. You acknowledge and understand that no software is perfect or error free, and that despite its commercially reasonable efforts, Source Elements may be unable to provide answers to or resolve some or all requests for Support. Source Elements makes no promises, guarantees or assurances of any kind that it will be able to provide the Support you seek.
Response Time is based on your purchased Support Contract and Source Elements's business hours as listed on the Contact page, except non-service periods.
If a support incident cannot be resolved by Source Elements support, we will make the best effort to provide recommendations. This may include the purchase of new or different equipment or services, or of reinstalling or restoring Operating Systems or bringing Operating Systems to a default configuration. Under circumstances Source Elements Software is not operating on an Operating System that is not set to default or near-default configuration we may ask that you resinstall or restore your Operating System. If you choose to not follow through with the procedure to make modifications on your equipment you agree that Source Elements has provided the maximum support possible for that particular incident.