CatDV Software Support Agreement
This document details the technical support that is offered to customers who have entered into an annual software support agreement with us.
What is covered
During the support period we will respond to support requests by email to answer questions about how to use the software and will investigate any issues raised. We will attempt to suggest workarounds and may at our discretion make alterations to the software to address these issues, where we judge that there is a defect in our code and the software doesn't perform to specification.
Technical support covers the functioning of our software only (as detailed below). It does not in general cover workflow consultancy, training and installation, configuration of the software, integration with 3rd party products, or questions relating to IT infrastructure.
If the support issue indicates training is required on how to use the product we will advise accordingly.
Technical support is offered on the following software products: CatDV Pro, CatDV Workgroup Server, CatDV Enterprise Server, CatDV Worker Node, and CatDV Web Client. Support is offered on the current version of these products, and for a period of 12 months thereafter. A reduced level of support, addressing critical issues only that completely stop the software from operating, is offered for a maximum of period of 3 years from the date of purchase.
Only customers who have a valid CatDV software license, subject to the CatDV license agreement and our standard conditions of sale, are eligible for support.
Updates and upgrades
From time to time we may issue minor software "point" updates, including various fixes and minor enhancements, and these are available at no cost to users under a support agreement.
Technical support does not automatically include major version upgrades (from CatDV v8 to v9 for example). Such upgrades include major new functionality and generally result in a new product SKU. They are charged for separately, according to the price list currently in effect at the time of purchasing the upgrade.
Support requests should be made by email in the first instance, using the contact details given to you when you took out support. You will normally receive an acknowledgement the same day (target is within 4 business hours) and a response by the end of the next business day. If a request needs to be referred to engineering for a detailed investigation this will normally be done within five business days, depending on the nature of the investigation required.
In the case of urgent issues, or to check the status of an existing support request, please follow up your initial email by telephoning or emailing the help desk.
The correct telephone and email contact details to use and hours of operation of the help desk depend on who you purchased the software from and will be forwarded to you when you take out the support agreement.
If you have not received a satisfactory response within these quoted times and would like to escalate the issue directly with our UK head office, please forward a copy of all correspondence to date on the issue to firstname.lastname@example.org and your query will be followed up by a senior support manager.
What we expect from you
To help us investigate an issue we may require additional information from you, such as log files, screen shots, example media files, or a repeatable sequence of steps to reproduce the problem. We may also suggest possible workarounds or additional testing steps. If we don't hear back from you after requesting additional information we will consider the support issue as being closed.
Ad hoc support
Customers who are not covered by a support agreement or whose agreement has lapsed revert to "ad hoc" support. They may send support requests by emailing email@example.com but we offer no guarantee that such requests will be responded to, or be responded to within a particular time.
In certain circumstances we may offer incident-based support on a paid for basis.
Technical support is provided in English only.
At the time of writing, the cost for 12 months CatDV Software Support is calculated as 15% of the purchase price for server-based systems, payable annually in advance, subject to a minimum cost of $200 for single user CatDV Pro systems (though the latter includes entitlement to free major version upgrades during the term of the agreement).
The cost of major version upgrades is based on 35% of the current new price (the higher of the original purchase price or the current list price) for users one version behind, or 55% if two versions behind, or as specifically quoted in our price list. (From time to time special incentive discounts may be offered to customers who are up to date with their support contract and who renew their support agreement at the same time as purchasing an upgrade to the latest major version; please enquire with your reseller when you're coming up for renewal.)