Telnet Magic Maintenance and Technical
Support Agreements
Maintenance
Agreement
- An annual product
maintenance fee is required for registered users
of 100 or more copies of Telnet Magic. Annual maintenance is optional for users of less than 100 copies of Telnet Magic.
- Users paying
product maintenance are entitled to the
following:
a) Unlimited technical support
via e-mail and reasonable telephone support if
e-mail cannot be used.
b) Product upgrades and
enhancements delivered automatically. (This will
specifically exclude any major new feature deemed
to be chargeable.)
- The annual product
maintenance fee is the greater of 15% of the accumulated license
fees or $100.00. Maintenance charges are payable annually in
advance, and the initial year will be billed
along with the license fee. After the first year,
charges will be billed on the anniversary date of
the registration and will be indexed for
inflation using the United States All Urban
Consumers price index (CPI-U).
- No maintenance
services will be provided unless and until annual
maintenance billing has been settled by the user.
Failure to settle any due account within 60 days
of billing will render the maintenance plan void.
Customers requiring subsequent maintenance or
support services will be required to re-instate
their maintenance plan at a premium of 10% of the
then current license fees for the volume of units
registered, plus any current and back-log
maintenance amount due. Alternatively, customers
may purchase a new license.
Technical Support Agreement
- Technical support
is free of charge during product evaluation and
for the first 30 days after product registration.
- Technical support
is free of charge to maintenance paying users
subject to the requirements of the Maintenance
Agreement.
- Non-Maintenance
users of current release levels are entitled
to technical support after the initial 30 day grace period upon payment of a
technical support fee by
credit card (Visa, MasterCard, American Express, Eurocard
or Optima). SDI’s technical support charges are in
United States Dollars. Support charges are $30.00
for the first 10 minutes plus $3.00 per minute
for each additional minute up to a maximum of
$60.00 per unique call. These charges are subject
to change at any time. In the event of a change,
customers will be notified before support
services commence.
Support calls resulting from Telnet Magic
product problems are free of charge. Charges made
for a call subsequently deemed to be a Telnet
Magic product problem will be reimbursed.
- SDI continually announces
maintenance updates and periodically announces major release level
changes. You are encouraged to regularly visit our web site for
the latest announcements. 90 days after a new major release level
becomes generally available, all older release levels will become
non-current and will cease to be supported under SDI's standard
Technical Support facilities described above.
In the event of a support requirement arising for a non-current
release level, Non-Maintenance users will have the option of
either upgrading to the latest release level, at the appropriate
rates, or utilizing SDI's "Premium Support" services.
Users may download a free evaluation of the latest release level
at any time for review.
Premium Support is charged at the rate of 25% of the then current
license fees for the user's registered number of licenses, subject
to a minimum charge of US$ 250.00 per support request. SDI
reserves the right to provide a latest release level system as a
"fix" to any reported situation under this Premium
Support facility.
Please also refer to the License
Agreement for SDI's
exclusive terms and conditions of use and sale.
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