THIS DOCUMENT IS A LEGAL AGREEMENT ("Agreement") BETWEEN client IO AND YOU OR THE ORGANIZATION ON WHOSE BEHALF YOU ARE ENTERING INTO THIS AGREEMENT ("Customer") IN RELATION TO CLIENT IO SUPPORT AND SUBSCRIPTION SERVICES. BY UNDERTAKING TO RECEIVE AND/OR PAYING FOR THE SERVICES DESCRIBED BELOW ("Services"), YOU ACCEPT THE FOLLOWING TERMS AND CONDITIONS. IF YOU DO NOT AGREE WITH ANY OF THE TERMS OR CONDITIONS OF THIS AGREEMENT, DO NOT PROCEED WITH RECEIVING THE SERVICES. THIS AGREEMENT DESCRIBES YOUR RIGHTS AND OBLIGATIONS WITH RESPECT TO THE SERVICES.
Commencing on the purchase of a support term ("Effective Date"), client IO will supply the Services to Customer with respect to the Software described in Section 1 below, for which client IO has granted a license to Customer pursuant to a software license agreement (the "License Agreement") by and between client IO and Customer and for whom the applicable support fee has been paid.
Included Support Services
All support packages include the following basic features:
- Access to the current documentation for the Software examples and Documentation.
All other support features are package-specific as described below:
Standard support
Includes:
- Import and export data
- Custom node icons
- Permission to add, edit, and delete nodes
- Permission to add, edit, and delete lines
- 12 hours of email support
- Average response time 12 hours
- Create an unlimited number of graphics
Premium support
Includes:
- Import and export data
- Custom node icons
- Permission to add, edit, and delete nodes
- Permission to add, edit, and delete lines
- 24 hours of email support
- Average response time 6 hours
- Create an unlimited number of graphics
- 1 dedicated top-tier engineer
- Independent online workspace
- Save Data on the cloud
Term
This support and maintenance agreement has a maximum term of 12 months. Support packages are valid until all support x-hours are used or the 12 months anniversary of purchase, whichever is the sooner. At the end of the Support Term the Services automatically terminate and any accumulated x-hours that have not been spent will be lost.
Service Limitations
Neither client IO nor client IO's resellers shall be responsible for providing Services to the extent that the issue is caused by (a) Customer's misuse, improper use, mis-configuration, alteration, or damage to the Software; (b) Customer's use of the Software with any hardware or software not supplied or supported by client IO; Customer's failure to install an update to the Software if such update would have resolved the issue; or (d) uses in a manner not in accordance with the Agreement. client IO shall have no responsibility for loss of or damage to Customer's data, regardless of the cause of any such loss or damage.
Changes to Terms and Conditions
Client IO reserves the right to alter the terms and conditions of these maintenance terms and conditions. Any changes will not result in a materially reduced level of support from the terms and conditions herein.