Support

Support Agreement

This agreement ("Agreement") is made between the customer ("Customer") and RIA-Media Software ("Supplier"). It sets out the terms and conditions under which the Supplier agrees to provide the Customer with support services for SysAdmin program (the "Software").

Scope of Support
Two forms of support are available. The scope of support is limited under each as follows:

  • Standard support: A registered Customer of the chargeable version of Software can always apply to the support service and describe the found errors and suggestions of improving the programs. The Supplier, on his part, takes responsibility for fixing the errors within one-three day period and sending the new version to the user.
  • High-priority support: Besides the standard support the Customer has two programmers of RIA-Media Software at his disposal to be able to get in touch with on any item as well as on adding some new features to the program.

Support Fees
Fees for each type of support are as follows:

  • Standard support: The standard support is free for registered users.
  • High-priority support: High-priority support is available only for the users that have purchased High-priority support, and it costs $1000 a month.

Terms and Conditions
The support is available Monday-Friday at Help Desk and support@ria-media.net. We'll send technical manager email address directly to the Customers for High-priority support.

Responsibilities

  • Standard support: The Supplier takes responsibility for fixing the bugs within one-three day period and consider the ideas on adding new features to the next program version.
  • High-priority support: The Supplier takes responsibility for answering all the questions of the users and helping them to analyze the examples provided by Supplier. The Supplier will send the Customer email addresses of company technical manager to be in touch with during the Monday-Friday period. When getting in touch with the company technical manager the Customer may ask for adding new features to the program, and it's the responsibility of the Supplier to add the new features in case the offered features can be realized within the current library architecture without contradicting the main library architecture and causing no changes to the current library features. The realization time will be fixed separately. The company has the right to add the offered features to the next program version.

Limitations
A Customer is forbidden to ask for adding a feature which can't be realized at all or demands a lot of time to be realized. Each case demanding the realization of this or that feature will be discussed separately.

Entire Agreement
This Agreement, including all parts, each of which is incorporated herein, is the entire agreement between the Supplier and Customer with respect to its subject matter and supersedes any other Support Agreement between the parties. There are no other representations or agreements between the parties relative to such subject matter.

Term and Termination
This agreement shall enter into effect on the date of purchase of prepaid support, or on the date of report of fault when Customer is paying on a per-incident basis. It shall remain valid for five (5) years from the date it came into effect, or until the prepaid support has been exhausted, a per-incident fault has been remedied, or at such time that the Supplier determines that a fault reported on a per-incident fee basis cannot be remedied.