TERMS AND CONDITIONS
Scope Of Support
• Support is only provided for software licensed or sold by C T Software (CTS)
• Support is provided for hardware settings and configuration if the hardware is meant to be used by our software
• Up to two (2) persons may be designated to request for and receive support at each location
Scope Of Program Fixes And Updates
• Program fixes are meant to correct errors with existing modules of programs
• Updates are carried out on existing modules of programs and are not meant for adding user-requested modules
Client Responsibilities
• Clients are expected to carry out daily backups and be familiar on how to use them to recover damaged data
• Clients are to know how to download program updates and install them
• Clients will request that leaving staff train new incoming staff on how to use the programs
Chargeable Non-Support Work
• Amendments required as a result of customisation requests
• Amendments required as a consequence of changes in hardware, other software or the operating system
• Requests for additions of modules which, in CTS's opinion are specified to the client requesting it
• Requests for additions of or changes to modules which are needed within a timeframe
• Work done to re-install and set up programs and data because no backup is available
Delivery Method For Program Updates
• Program patches are created and uploaded to our web site for downloading by clients who have an active plan
Travelling Disbursements
• If travel is required to the client's location, hourly timecost and out-of-pocket expenses will be billed accordingly
Expiration/Suspension
• If a client has an overdue account and payment is not received after a reminder, all support will be suspended
• If a priority support service contract is not active or has expired, clients will only receive basic support services
Billing For Priority Support
• Support is only provided after receipt of payment and commences from the date of payment
• Fees for support services are billed annually for each software used at each location
• Payments made are not refundable
Miscellaneous
• Priority support contracts are not transferable
