All purchases of Northern Dynamic Product licenses include a 1 Year Support and Maintenance Agreement  During this period, clients are entitled to free email and phone support.  If your support period is still valid when a new version is released you can upgrade for free.  If your support period has ended see our Out of Warranty section.

 

Support & Maintenance Program

 

Purchase of the support and maintenance program adds support and updates for a period of 12 months.  Subsequent renewals are for additional 12 month periods.

 

Support Details

 

    • Up to 4 hours of phone support per month and unlimited email support.  Additional engineering services are quoted based on our current professional services rates.

• • Product Upgrades (Major/Minor: may exclude any feature not in original license purchase)
  • Licensing, installation, and configuration questions.
  • Guidance in troubleshooting configurations. This covers showing you how to use the tools, not writing code or debugging. Debugging or writing code requires service work.
  • Access to the 24 hour knowledge base including tutorials and videos.
  • Re-registration of software due to hardware failure or re-installation.

• • Priority Help desk response including remote desktop sharing when possible.
  • Unlimited email support.

 

    • Agreement holders are expected to upgrade to new version to continue support. Installations under     regulatory constraints making upgrading an issue should contact us to make arrangements to continue support of older versions of the software.

 

Licensed Users reporting errors shall send email to support@softwaretoolbox.com outlining the problem and specifying the software version of our tools in which the problem is experienced. Error reports received by Software Toolbox Customer Support during working hours will be minimally acknowledged within 24 hours and a response sent to the Customer within 48 hours of receipt of the report. Working Hours for Software Toolbox Customer Support are MON-FRI 8:00AM-5:00PM Eastern Time US (excluding observed holidays).  Our goal for Maintenance Agreement holders is a first reply within 2 business hours

 

The Northern Dynamic Maintenance Agreement will not cover the following items:

 

• • Writing Code or debugging.
  • Consulting services for systems design and project planning. (see note below)
  • Support outside normal business hours
  • On-site technical support. (see note below)

 

Note: Development, troubleshooting, consulting, an on-site technical services require paid service work. For more information, please contact us.

 

Out of Warranty or Expired Support/Maintenance Program Support

 

Updates are available for out of warranty product or for product not on the support & maintenance program by purchasing a new support & maintenance program.  The cost for purchase of support & maintenance for licenses after the initial product purchase is approximately 50% of the new license price.  Contact us to obtain a quote for your specific license.

 

Support & Maintenance Plan Renewal

 

We will contact you prior to your support plan expiration date and provide a quote for renewal of your support. You can request a quote for your renewal for planning purposes from our team any time.