Standard support and maintenance terms do not provide for any support relating to the use of or configuration of our products beyond the resources available in this help desk portal. These services are usually subject to specific agreements and will usually involve the following types of activity:
- Diagnosing and resolving issues resulting from problems in the host infrastructure or environment including the administration and management of Windows Server, SQL Server and the network infrastructure.
- Training on and/or documentation of steps required to produce an outcome from the product in a specific project or network environment.
- Design of rules and/or configurations specific to a project including the design and test of database queries.
- Design and/or documentation of configurations for deployment to a specific network environment.
- Training on and/or documentation of unsupported interfaces (such as database schemas or back-end web services).
Our staff are passionate about ensuring that our customers and partners achieve successful outcomes for the use of our products; that means our help desk staff are permitted at their discretion to provide these services on an occasional basis. All such work is done in good faith with best endeavor and is not covered by license or a support and maintenance agreement.