Purpose and Overview
This "Technical Support Policy" is intended to provide information and limitations pertaining to technical support services offered by Inphonite LLC (hereafter "Inphonite").
Services
The purpose of Inphonite's technical support department is the resolution of problems stemming from or preventing use of the company's software products. Technical support services are offered to clients on an annual or per-incident contract basis and are available between the hours of 9:00am and 6:00pm (Eastern time), Monday through Friday. Support services are not offered before or after these hours or on Saturdays, Sundays, or company holidays.
Technical support services may be obtained by submitting a request for assistance. Inphonite does not bear responsibility for problems pertaining to it's products when no request for technical assistance has been submitted and/or received. Such requests may be submitted in the following ways:
- On the Inphonite website, at www.inphonite.com/support
- Through the standalone Support Center application provided by Inphonite
- Through the Support Center included in the InphoniteVoice Administrator Client software
Inphonite is not responsible for requests for assistance made via telephone, e-mail, text message or other means not listed above. Technical support services are offered on a "first come, first served" basis and are responded to in the order received. Immediate, on call support services are not available without an appointment.
Inphonite offers two (2) variations of annual support contract: The "Standard" support contract covers all product-related problems and offers same day contact for cases created between the hours of 9:00am and 6:00pm (Eastern time). The "Premium" support contract covers all product-related problems and offers four (4)-hour contact for cases created between the hours of 9:00am and 6:00pm (Eastern time). Initial contact could be to schedule an appointment to address problems. Customers will be contacted via the method selected when requesting assistance to schedule an appointment or address issues. Should contact for customers holding either a Standard, Premium, or per-incident support contract result in a voice mail message, e-mail, or be otherwise unsuccessful when using the contact method prescribed in the request, Inphonite's policy will be deemed fulfilled when the attempt occurs within the afforementioned time period.
Maintenance of a support contract provides the following benefits in addition to access to technical support assistance:
- Remote technical support assistance via the internet
- Online installation assistance
- Two (2) online basic product training sessions annually
- No-cost software updates (same product)
- Discounted software upgrades (to a different product)
In addition to these services, maintenance of a Premium support contract includes these added benefits:
- Placement at the top of the Technical Support queue
- Access to unlimited online basic product training sessions
- One (1) customized online training session annually
- Additional standard data import customizations available
Services outside of those listed may be billable. Please contact our office for pricing.
Price
The cost for technical support services offered by Inphonite vary and could change at any time with or without notice. Technical support services are offered for no cost and without the requirement of an annual or per-incident support contract at the following internet websites:
No cost assistance is provided on these internet websites in the form of providing resources to answer questions and offer advice. Assistance beyond this, including connecting remotely to a computer for any reason, require a per-incident or annual support contract.
Payment
Payment of an annual or per-incident support contract amount constitutes acceptance of all terms contained within this policy. Such payment is due prior to the rendering of technical support services.
Limitations
Services beyond the resolution of problems stemming from or preventing use of Inphonite's software products are not included in the price of any annual or per-incident support contract offered by Inphonite. Services not covered include and are not limited to:
- Resolving issues with hardware and/or software not directly provided by Inphonite
- Troubleshooting the local system, operating system, network problems, or phone lines
- Contacting third-party vendors for any reason, including but not limited to assisting with the resolution of problems relating to phone lines or VoIP connections, connecting to external data sources, network security, etc.
- Basic assistance resolved by further product training or the provision of such training
- Custom development and import modules
Such services may be obtained from Inphonite's Professional Services department, and payment for any costs related to the services to be rendered is due prior to the rendering of said services. Such assistance is provided at the discretion of Inphonite's Professional Services management, and Inphonite reserves the right to refuse to offer such assistance.
Inphonite reserves the right to refuse to offer technical support services to users with Inphonite products installed on a computer or computers that do not meet the minimum hardware and/or software requirements of the product. (Visit www.inphonite.com/techspec.pdf for hardware requirements.)
In addition, Inphonite is not responsible for costs - legal, contractual or otherwise - incurred from utilizing software or hardware purchased from Inphonite or from utilizing Inphonite's technical support services.
Terms and Termination
An annual support contract is effective from the date payment is received and is good for exactly one (1) year. Renewing your support contract before or after expiration extends the contract for one (1) full year from the date of expiration.
Per-incident support contracts may be purchased after annual contract expiration, and expire upon resolution of the problem or service for which the contract was purchased.
Annual and per-incident support contracts are non-refundable.
Confidentiality
Inphonite agrees to keep private all health-related and other sensitive information received through support efforts insofar as it is legally plausible.
