CASEMaker Support Information

Product Support

CASEMaker provides complimentary email support during the evaluation period and for thirty (30) days after installation of purchased product. When you register your software, you will receive an additional thirty (30) days of complimentary support. Total support period for purchased, registered software is sixty (60) days.

Additional support may be purchased and is available for most products. Please contact sales@casemaker.com for details and prices.

When you purchase support, you agree to the following:

CASEMaker, Inc. END USER SUPPORT AGREEMENT This is a legal agreement between you, the End User, and CASEMaker, Inc. (CASEMaker). The license agreement between the parties, as designated by the serial number, continues to govern all relations between CASEMaker and Customer. All benefits flowing to licensee under this support contract are dependent on licensee's status as a licensee in good standing. 1. GRANT OF LICENSE. CASEMaker Inc. (CASEMaker) by its acceptance hereof, hereby grants to End User ( Customer), a licensee of CASEMaker software program (the Product) , the herein described supplemental support service to the software license.. 2. SCOPE OF SERVICE. Support will be provided for the current release of CASEMaker's Product. CASEMaker will investigate all software problems which are documented and submitted on CASEMaker's Product Report Form. All verifiable errors, defects, or malfunctions in the Product will be promptly scheduled for program review, and CASEMaker shall make a best effort to correct all software problems, provide product updates, or develop a reasonable alternative solution for such problems. Examples of such reasonable alternatives include, but are not limited to, provision of a temporary correction or temporary methods of circumvention. Under terms of this contract, CASEMaker will provide any interim fixes to the current released version of the Product which may become available from CASEMaker during the contract period. Reasonable fees for documentation, distribution, media, shipping and handling charges will be borne by the customer. CASEMaker will also provide support via telephone, modem or fax to respond to questions and discussions of procedures, methods, application, and other desired information. CASEMaker's response time is highly dependent upon communication devices available to CASEMaker. Customers with fax machines and modems receive more timely responses. CASEMaker will also provide, on seperately priced major upgrades and on optional add-on modules, a 25% discount. 3. REPORTING REQUIREMENTS. Customer agrees to limit use of CASEMaker support services to occasions when the Product fails to work as set forth in the user manual. Customer agrees to furnish descriptions of malfunctions in the form requested by CASEMaker's support staff. Customer also agrees to assist CASEMaker's efforts to duplicate the software problem reported. All software problems and enhancement requests shall be reported to CASEMaker using the CASEMaker Product Report Form. Any software problems which cause a stoppage of production or a severe threat to the operation at your site or your customer's site may be reported by telephone to the CASEMaker Technical Support Hotline. Any emergency problems submitted in this manner must be supported with all information as requested in the CASEMaker Product Report Form. Customer must, in addition, immediately submit duplicate documentation of the emergency problems in standard written format. Failure to follow the reporting procedure will serve to release the firm from any liability associated with the solutions provided. Consistent disregard for the reporting procedure described above may lead CASEMaker to revoke the customer's right to use the Technical Support Hotline. CASEMaker will make every effort to resolve any submitted software problem in a timely manner. When appropriate, the support staff will provide an estimate of how long it will take for resolution. When required for in-depth analysis, CASEMaker will require customer cooperation in providing additional testing, documentation, direct access to customer computer or to CASEMaker's support computer. 4. SOFTWARE SUPPORT NOT COVERED BY THIS AGREEMENT. CASEMaker, has no obligation under this agreement to support the following: 1. Non-current versions of the Product. 2. Software problems created by customer negligence. 3. Software problems resulting from hardware malfunction. 4. Serviced software used on a computer system not authorized under this support contract. 5. TERM AND TERMINATION. The support Agreement will become effective the date CASEMaker receives one year payment, a signed enrollment form stating the Product(s) to be covered by this agreement, and validation of software license. This agreement will expire one year from the effective date of this agreement, unless terminated by either party by reason of and upon any violation of the terms and condition herein. 6. LIMITATION OF LIABILITY. CASEMaker is not liable for damages including, but not limited to, general, special or consequential damages occurring out of or in connection with consultation services, training, or application advice provided to aid in the implementation of Licensed Software. Licensee is exclusively responsible for the supervision, management, and control of its use of the Licensed Software. If any provision of this Agreement is held by a court of competent jurisdiction to be invalid, void, or unenforceable, the remaining provisions shall nevertheless continue to be in full force without being impaired or invalidated in any way. This Agreement constitutes the entire support agreement between you and CASEMaker.

Technical Support
If the product fails to work as set forth in the user manual and causes a stoppage of development, the problem may be reported by email to the Technical Support. Our Technical Support Engineers will be happy to assist you.