Technical Support Plan - Pyramid TimeTrax mobile Reference Manual

TIMETRAX MOBILE
Pyramid Technologies Technical Support Plan
Pyramid Technologies, LLC ("Pyramid") and
the Company ("Customer") ordering the
Pyramid Technical Support Plan ("Technical
Support Plan") hereby agree that the follow-
ing terms and conditions shall govern the
delivery of support services by Pyramid to
Customer under the Technical Support Plan,
with respect to the applicable registered
Pyramid products. Ordering the Technical
Support Plan indicates Customer's accept-
ance of the terms and conditions contained
in this Service Agreement. This Technical
Support Plan is effective upon receipt of pay-
ment by Pyramid ("Commencement Date").
SERVICES:
Pyramid will provide customer support
Monday through Friday. With the purchase
of a Pyramid Time and Attendance system,
you receive 90 days of free support services
from the date of purchase. Proof of Purchase
may be required. Thereafter, you must be in
a valid contract to receive support services.
You may purchase a 12-month renewal plan
by contacting Pyramid Technologies toll free at
888-479-7264 or emailing custsvc@pti.cc .
Renewal plans include a copy of the current
version of software.
RESTRICTIONS:
Pyramid may limit or terminate the support
services being provided to any Customer
who uses the support services in an abusive
or fraudulent manner, as determined by
Pyramid in its reasonable discretion.
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Examples of such use include, but are not
limited to: willful misrepresentation of
answers to troubleshooting questions, a high
number of calls that concern previously
resolved issues, repeated posing of ques-
tions to which the answer is readily found in
the documentation, and discussion of issues
that are not related to technical support.
Pyramid reserves the right to limit each call
to a reasonable length of time under the cir-
cumstances, not to exceed one hour.
Pyramid may require access to the
Customer's computer over the Internet or
may require the transmission of data files
from the Customer's Pyramid software to
resolve the Customer's support issue.
Refusal to provide this access or information
to Pyramid, or inability to do so due to lack of
Internet access or a dial-up connection may
limit or terminate the support service being
provided.
EXCLUSIONS:
Pyramid shall not be required to provide any
support services relating to problems or
issues arising out of or from Customer's use
of the products A) In a manner for which they
were not designed; B) Damage to the media
on which the products are provided, or
technical problems residing on the computer
on which the products are installed; C)
Customer's negligence, misuse, or modifica-
tion of the products or versions of the
products other than the most recent version.