Wave7™ Customer Support Programs and Warranty Conditions
Wave7™ Products Support Overview
Wave7™ software, systems and products have highly advanced functionality and varying feature sets to assist customers in attaining their goals. As functionality and deployment varies from customer to customer, our support programs are multi-tiered to meet your operational goals. Our support programs are broken into three tiers: ONE, Standard and Basic. Each support level carries varying levels of response time as well as individual operational windows. As a guideline, if your organization operates 24 hours a day, seven days a week, 365 days a year, your support options should mirror that operational parameter set, as problems don’t always occur within normal business hours.
Annual Support Benefits
- Wave7™ Annual Support Program provides Telephone/Email/Remote Access support per the applicable column inthe table below. Wave7™ Technical Support is designed to assist the customer with day to day issues that may arise during normal use of software products provided by Wave7. The Annual Support is NOT for installation, reinstallation, or normal operations of the software that are covered in training classes and product documentation available to our customers.
- Wave7™ Software upgrades, updates, services packs, patches and hotfixes
- Wave7™ provided third party software upgrades, updates, services packs, patches and hotfixes
The following table illustrates response times and operational windows for our three annual support programs:
Please inquire for pricing.
Warranty Terms and Conditions
Except as noted otherwise in writing by Wave7, the following terms and conditions apply to all systems sold by Wave7. Wave7™ Technical Support is designed to assist the customer with day to day issues that may arise during normal use of software products provided by href=”/contact/”. The Annual Support is NOT for installation, reinstallation, or normal operations of the software that are covered in training classes and product documentation available to our customers. Should our Application Engineer determine that the issue being addressed is due to a lack of training or installation, the Application Engineer will have the option to review the account with appropriate Wave7™ personnel and ask the customer to purchase training or consultation services to address the issue.
Section 1 – SOFTWARE LICENSE
Some Wave7™ SOFTWARE PRODUCTS ARE DEVELOPED BY OTHERS, HEREAFTER KNOWN AS “External Developer”. AS SUCH, External Developer software delivered by Wave7™ are subject to the terms and conditions of separate External Developer provided software / hardware license agreements.
Section 2 – SOFTWARE WARRANTY AND SUPPORT
Wave7™ warrants that the software licensed by the end user will be substantially free of defects for a period of 90 days after date of license to end user (except as extended by Wave7). Wave7™ does not warrant the use of its software on any hardware platform other than the platform to which the software was licensed. Wave7™ cannot guarantee the performance of its software on any operating system revision level other than the one specified by External Developer (usually the manufacturer’s most current level). Annual Support subscriptions include telephone/ remote desktop support, and any program updates that include minor improvements, bug fixes and/or new features. Support provided will be limited unless end user provides remote access to the supported system via Internet. Annual support is subject to the terms and conditions of a separate Wave7™ Support Agreement. On-site assistance is available on a time and travel-expense basis.
Section 3 – INSTALLATION AND DEPLOYMENT
Wave7™ warranties apply only if a Wave7-authorized installer installs the software. Separate installation fees include on-site installation and configuration assistance (depending on type of system installed), and System Administrator training. Installation must be scheduled at least 30 days prior to required installation date. Travel time to and from the customer facility is conducted during business hours and is in addition to the installation time. Travel expenses and travel times are not included in installation fees and will be billed separately at cost.
Section 4 – DOCUMENTATION
See specific product offerings.
Section 5 – TAXES
All taxes and levies (except taxes based upon the net income of Wave7) resulting from the license of Wave7™ software or other parts purchased from Wave7, including but not limited to property, sale, use, or other taxes which may be paid or collected at the date hereof or in the future by Wave7™ as a result of the delivery, installation, license, use, sales or maintenance subscription fee of the Software shall be the responsibility of licensee and shall be paid by licensee within thirty (30) days upon presentation to licensee of evidence of any bill to Wave7™ for same.
Section 6 – SHIPPING
All Wave7™ product updates are delivered via download unless otherwise agreed to prior to purchase.