REPORTMILL SOFTWARE, INC.
Terms
and Conditions
In consideration of the incident support
fee:
ReportMill, Software, Inc.,
("ReportMill") agrees to provide Incident Support, in accordance with
the following terms and conditions.
1. Term. Incident Support provided under
this Agreement will begin on the date of purchase of the Incident Support.
Support will be provided for twenty (20) incidents1. Incident
Support shall terminate twelve months after it commences. Any unused Support
shall automatically terminate at the end of the twelve month period.
2. Support Provided. Incident Support will consist of technical advisory support (telephone and/or email help and advice) for individuals for use of the ReportMill Software covered by the Incident Support.
3. Support Excluded. Coverage under this
Agreement does not include:
• Support needed as a result of the installation and use of third-party software
• Use of the
covered software in a manner not intended or approved by ReportMill
• Services
required due to causes external to the ReportMill -covered software, including
third-party hardware and software
• Software
media and documentation updates
• Support for
questions in areas other than specified in this Agreement
4. ReportMill Responsibilities. Under the
terms of this Agreement ReportMill will:
• Provide
telephone support eight (8) hours a day, five (5) days per week, excluding
national holidays
• Provide
information on product features and answers to usage and installation
questions, including the interrelationships between supported products.
• Provide
assistance with storing, retrieving, and managing files; creating and editing
text and data files; interpreting system error messages
5. Incident Support Case Closure. A
support incident is defined as a question relating to a specific, discrete
problem that can be answered by isolating its origin to a single cause. An
incident has reached resolution when you receive the following:
• Information that resolves a software problem.
• Information
on how to obtain a patch(es) that will resolve a software problem.
• Notice that a
software problem is caused by a known, unresolved bug in the software.
• Notice that a
problem is caused by non-ReportMill provided software.
• Notice that a
problem has been identified as a hardware problem.
6. Customer’s Responsibilities. As an
Incident Support customer, you must take reasonable steps to ensure security in
your contact with ReportMill. ReportMill reserves the right to refuse service
if it reasonably suspects fraud. The customer will ensure that proper licenses
have been obtained for all products supported under the terms of this Agreement
and will adhere to all licensing terms and conditions.
7. Limitation of Liability. ReportMill’s
liability for any cause whatsoever shall be limited to the purchase price paid
for this Support. This limitation will apply regardless of the form of action,
whether in contract or tort, including without limitation, negligence. In no
event will ReportMill be liable for any damages resulting from loss of data or
use, lost profits, or any incidental or consequential damages. Some
jurisdictions do not allow the exclusion or limitation of incidental, special,
or consequential damages, so the above limitation or exclusion may not apply to
you.
8. Termination. ReportMill may terminate
the Incident Support at its own option with thirty (30) days written notice to
the holder of the Incident Support, providing the lesser of a pro rata refund
for the unexpired term (months) of the Agreement, or the number of unused
incidents.
9. General. ReportMill may subcontract
performance of its obligations under Incident Support to third parties, but
shall not be relieved of its responsibilities under this Agreement if it does
so.
The terms and conditions of this Incident
Support shall prevail over any conflicting, additional, or other terms of any
purchase order or other document you submit. Apple is not obligated to renew
this Incident Support. If a renewal is offered, the price and terms quoted may
not be identical to those herein.
This Agreement is governed by the laws of
the State of Texas. The obligor for this Agreement is ReportMill Software,
Inc.
Footnotes
1 An incident is defined as a question
relating to a specific, discrete issue that can be answered by isolating its
origin to a single cause. While our goal is to resolve issues on the first
call, we will continue to work with each issue through resolution. Some
incidents may require multiple phone calls or email exchanges to reach
resolution.