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Comprehensive and Flexible Customer Support

 

 
Professional Maintenance/Support Plan 
Terms & Conditions
General Policies 
Atlantis Software reserves the right to limit each telephone call to one hour and to limit each call to one incident. Atlantis Software may also limit or terminate support service to a customer who uses the service in an irregular, excessive, abusive or fraudulent manner. Terms, conditions, support features, procedures, pricing and support availability are subject to change at any time without notice. Coverage is non-transferable and is valid for the individual purchaser only. Professional Maintenance/Support Plan is available only to end users. 

Service Availability 
Support is limited to 12 months from the date of enrollment in Professional Maintenance/Support Plan. Service availability may occasionally deviate from stated hours, due to downtime for systems and server maintenance and observed U.S. holidays.

Support Topic Limitations
Inquiries are limited to the following Atlantis Software product areas: installation, upgrade assistance, basic usability and basic functionality, as described in Atlantis Software's product documentation. Atlantis Software will also assist Professional Maintenance/Support Plan customers with basic network management issues for the purpose of using Atlantis Software products. Professional Maintenance/Support Plan support does not cover custom programming.

Supported Atlantis Software Products
Professional Maintenance/Support Plan is available for all current Atlantis Software products. This agreement is subject to change at any time.

Limitation of Liability and Damages
Atlantis Software's sole liability, and the customer's sole remedy, for any loss suffered by the customer arising under the Professional Maintenance/Support Plan will be a refund of Professional Maintenance/Support Plan fee paid by the customer for the 12-month period during which the loss is suffered. Under no circumstances will Atlantis Software be liable to the customer for consequential damages.

Disclaimer of Warranties
PROFESSIONAL MAINTENANCE/SUPPORT PLAN SUPPORT SERVICES ARE PROVIDED "AS IS." ATLANTIS SOFTWARE HEREBY DISCLAIMS ALL REPRESENTATIONS AND WARRANTIES, EXPRESS AND IMPLIED, REGARDING THE SERVICES OR ANY RELATED MATERIALS, INCLUDING FITNESS FOR A PARTICULAR PURPOSE, QUALITY, MERCHANTABILITY, ACCURACY AND NON-INFRINGEMENT. IN NO EVENT SHALL ATLANTIS SOFTWARE BE LIABLE FOR ANY SPECIAL, INCIDENTAL, INDIRECT OR CONSEQUENTIAL DAMAGES OF ANY KIND, OR ANY DAMAGES WHATSOEVER, INCLUDING, WITHOUT LIMITATION, THOSE RESULTING FROM LOSS OF USE, DATA OR PROFITS, WHETHER OR NOT ADVISED OF THE POSSIBILITY OF SUCH DAMAGE, AND ON ANY THEORY OF LIABILITY, ARISING OUT OF OR IN CONNECTION WITH THE USE OR PERFORMANCE OF THE SERVICES AND INFORMATION PROVIDED. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, SO THE ABOVE LIMITATION MAY NOT APPLY TO YOU.

Privacy Policy 
Atlantis Software will contact Professional Maintenance/Support Plan customers, from time to time during the membership period, by mail, phone, fax or e-mail to deliver Professional Maintenance/Support Plan
newsletters and other special Professional Maintenance/Support Plan materials, to advise customers when their memberships are about to expire, and to measure their satisfaction with the Professional Maintenance/Support Plan. BY APPLYING FOR PROFESSIONAL MAINTENANCE/SUPPORT PLAN MEMBERSHIP, EACH CUSTOMER EXPRESSLY AUTHORIZES ATLANTIS SOFTWARE TO MAKE CONTACT FOR THE FOREGOING REASONS AND OVERRIDES ANY CONTRARY INSTRUCTION THE CUSTOMER MAY HAVE PREVIOUSLY GIVEN ATLANTIS SOFTWARE.
Atlantis Software does not rent the Professional Maintenance/Support Plan customer list to third parties for solicitation purposes.

Refund Policy 
A customer may cancel a Professional Maintenance/Support Plan membership during the first 60 days after purchase or renewal and obtain a refund for the current membership period. The full Professional Maintenance/Support Plan fee, less a reasonable cancellation charge, will be refunded if the customer has made no use of the Plan support during the 60-day period. If the customer has used the Professional Maintenance/Support Plan support during the 60-day period, the amount refunded will equal the Professional Maintenance/Support Plan fee, less the cost of any telephone or electronic support incidents used by the customer, less any received product discounts and less a reasonable cancellation charge. The cost of each support incident will be charged at the then-current minimum rate charged by Atlantis Software for support to customers who are not Professional Maintenance/Support Plan members.