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.
Support Service Agreements
- Platinum Support