AppPerfect Maintenance and Technical Support Policy

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The document describes AppPerfect Corporation technical support and product maintenance policy. In case of conflict between this document and the AppPerfect Software License Agreement (ASLA), the ASLA takes precedence. This is not a legal document. The ASLA is the only legal and binding agreement between you, the User, and AppPerfect Corporation, the Company. This document serves to clarify some general policies not covered in the ASLA. This document is current as of June 1, 2019. However, this document is subject to change without notice. Check with your AppPerfect representative for the latest version of this document.

1. Definition

1. Technical Support" is generally defined as a user's request to the Company for assistance in using the product.
2. "Product Maintenance" is generally defined as updates and upgrades made to the Company's software products

2. Annual Subscription/ Renewal

1. An Annual Subscription enables User to use the licensed AppPerfect software for the period the Annual Subscription is active. It also enables the User to request technical support from AppPerfect and upgrade to any new version of the software released during the time the Annual Subscription is active.
2. User's initial purchase of an AppPerfect product license includes the first year's Annual Subscription fees. User may choose to renew or not renew the Annual Subscription. Annual Subscription fees will be charged for technical support and product maintenance beyond the first year.
3. Annual Subscriptions for subsequent years may be purchased as per the then effective Annual Subscription fees. Please contact your AppPerfect sales representative for various options available to ensure continued long term support and product maintenance. 

3. Support Policy

1. Email technical support is free of charge during first 30 days of product evaluation. However, Company has no obligations to provide any technical support during product evaluation period.
2. Technical support is free of charge subject to payment of annual subscription fees. Company provides technical support to all licensed customers on a "best efforts" basis. Company does not guarantee any service level agreements, implicit or explicit, for such support
3. Technical Support may be provided via email or phone, at Company's discretion. Company does not provide toll-free phone for technical support.
4. Users who chose to not purchase renewal of the Annual Subscriptions are not entitled to technical support or free product upgrades after their current subscription expires. 

4. Product Maintenance

1. As part of user's annual subscription purchase, user will be provided with free upgrades of all updates and upgrades made to the Company's product that the user has licensed
2. Company is under no obligation to make any future releases
3. If a defect is identified with Company's product, Company may, at its discretion, choose to fix the defect as a patch to the current version of the product or make the fix available in a future release.

5. Special Consideration

1. Technical support is limited to user of Company's product. It does not include any other product or integration/interaction between Company's product and any other product
2. From time to time, the Company may choose to provide special consideration to assist user with issues beyond the scope of normal technical support policy. Please contact your AppPerfect sales representative for rates and other conditions for such custom service.
3. From time to time, the Company may choose to provide special consideration to user and implement a feature desired by user. Please contact your AppPerfect sales representative for rates and other conditions for such custom service.
4. For 24x7 mission critical technical support arrangements, user will be provided with a mobile phone number to contact AppPerfect personnel. Please contact your AppPerfect sales representative for rates and other conditions for such high-priority technical support agreements.