Customers are entitled to receive any subsequent product versions, service packs and hot-fixes relating to the current version in use or subsequent versions. These updates are available at no additional charge. Product updates are not automatically sent out as they are released, but will be forwarded to the Customer upon request. An up-to-date listing of all product releases is available from customer support and will also usually be communicated to the Customer Representative.

Software maintenance support services cover the current released product and the two previous releases of the product. This includes service packs and hot-fixes related to these releases. 80-20 will provide customers with at least 6 months notice regarding the discontinuation of any product version, which will no longer be supported.

Customers can submit requests for support via either the support website or by telephone (“Support Request”). Support Requests are processed by 80-20 Support Services and recorded in the support systems within 1 business hour. Customers will receive acknowledgement in the form of a Support Request receipt with incident number. Support Requests must be submitted by a single nominated representative from the customer to 80-20 Software.

In the event that a fault reported in a Support Request is confirmed, it will be scheduled for correction in a hot-fix, product patch or later product update. Customers will be provided with an estimate of when the fault is likely to be fixed.

Customers can enquire with support services as to the prioritization of their incident or hot-fix and the expected time of resolution of the incident or delivery of the hot-fix. 80-20 Software cannot provide any guarantees as to the timing of the resolution. 80-20 Software will use its best efforts to resolve any support problems as soon as possible.