Technical Support Terms & Conditions

DATACAD Technical Support is available to the End User during our regular business hours of 8:00 a.m. to 5:00 p.m. Eastern Time, with the exception of normally-observed holidays. DATACAD will provide the End User with unlimited access to the resources available on the DATACAD website. DATACAD will make a reasonable effort to respond to all telephone, e-mail, and fax inquiries to the DATACAD technical support department within one working day of receipt. DATACAD will provide Standard Support to licensed End Users as outlined below.

Standard Support provides technical support to End Users, free of charge, for 30 days. Standard Support is limited to a maximum of one (1) hour of technical support per calendar month at no charge. Customers who are not eligible for Standard Support may receive Priority Technical Support for an additional charge. Pay-Per-Incident support is limited to a maximum of one (1) hour of technical support per incident.

DATACAD will provide diagnostic assistance, which includes but is not limited to, installation and configuration support, and troubleshooting related to the use of our products. The End User must provide DATACAD with a detailed problem description, including system and program error messages, and may be required to provide data files and printouts of data. DATACAD may limit the duration of a single call if the time spent becomes excessive. Technical support provided by DATACAD is not a substitute for thorough program training, and DATACAD reserves the right to refer individuals to training resources when deemed appropriate. DATACAD does not agree to provide technical support for any products that are not specifically manufactured or distributed by DATACAD; such as computer hardware, operating system software, device drivers, e-mail software, Internet browsers, or other application software.

DATACAD will provide support services only to the extent that the Software is used in the form in which it was supplied by DATACAD. The Software must at all times be used in a proper manner and in accordance with the instructions and documentation supplied by DATACAD. The Software must not be altered, modified, customized, or tampered with by the End User without the advice or consent of DATACAD. The End User must be in compliance with the DATACAD Software License Agreement that accompanied the Software, and the license fee must be paid in full.

During the lifecycle of a Software release, DATACAD may make available free updates and enhancements to the Software. DATACAD will make a reasonable effort to notify End Users via e-mail of software updates and bug fixes. The End User is responsible for keeping the Software current by installing all pertinent maintenance releases, or software patches, made available by DATACAD. The End User is responsible for obtaining free updates and enhancements via Internet download from the DATACAD website.