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MAINTENANCE, ENHANCEMENTS AND SUPPORT

 

We strongly recommend that you purchase annual (12-month) maintenance, enhancements and support (MES) service for the software.

 
 

MES Service provides you with the following:

 
 

Maintenance - Immediate email notification and downloads of all maintenance releases (bug fixes and minor changes) for the Virtualwind software.  Maintenance service addresses the remediation of any software bugs or errors that are discovered. It may also include minor cosmetic changes. Maintenance services to be provided by us include analysis, coding, testing, and Revision releases containing these bug fixes and minor cosmetic changes. Maintenance shall be within reasonable limits, as determined by us, and does not include requests for basic product training or technical consulting.

 

Enhancements - Your purchase of MES Service entitles you to receive Enhancements. An Enhancement is a version of the Virtualwind Software incorporating new features, performance improvements and/or cosmetic changes, and incorporating all Revision releases since the preceding version of that Software, and for which we normally charge a License fee.

      

Support - Support is a part of your MES Service. Support may be provided to you as follows:

(i) Support will be available during our local business hours (9AM - 5PM MST) on Business Days.

(ii) Commercially reasonable efforts to respond to a request properly submitted by you within forty-eight (48) hours on a Business Day from the date and time that request was submitted.

   

You may also be contacted by email or telephone to facilitate resolution of specific issues. This response will consist either of: (a) a suggested problem resolution; (b) a request for more detailed information or clarification which will enable us to determine the appropriate course of action; or (c) in the case of a request which in our sole discretion requires extensive research or escalation, a notification of the estimated time to provide you with either further information or a resolution or a workaround, as appropriate.