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Platinum Support Service Agreement
The Critical Thinking Co.™
After
1 year the Platinum Support
Service Agreement becomes
the Standard Support Agreement
The
services and fees specified
in this agreement will remain
in force beginning on the
effective date and ending
on the expiration date of the license agreement. Licensor
shall provide telephone support
during licensor's normal business,
with the exception of licensor
recognized holidays. Telephone
support shall consist of troubleshooting
operational issues. Upon notice
from the licensee of a defect
within the software product(s),
licensor shall use reasonable
efforts to correct or circumvent
the defect in the version
of software product(s) in
use at the site. However,
licensor may reserve the right
to instead make such correction
in the most current version
of software product(s).
Licensor
shall provide the following:
· Unlimited direct
phone and email support
· Unlimited emergency
data recovery assistance for
Network Editions only
· 1 hour of remote
administration support (pcanywhere, vnc, remote desktop, etc.)*
· Performance optimizing
and maintenance review every
6 months **
· Free upgrades for
network editions only
· 1 time student data
import assistance via email
or phone
· 1 time student and
scoring data export assistance
via email or phone
· Access to licensor's
product downloads & support
Internet site located at www.criticalthinking.com
All phone and e-mail correspondence will be with The Critical Thinking Co.'s technical support service agent.
*
User must provide connection
information for remote support.
** User must provide software
usage statistics for optimization.
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