iSpring Technical Support Terms and Conditions

BY CONTACTING ISPRING FOR TECHNICAL SUPPORT THROUGH TELEPHONE, E-MAIL OR LIVE CHAT, YOU ARE CONSENTING TO BE BOUND BY AND ARE BECOMING A PARTY TO THIS AGREEMENT. IF YOU DO NOT AGREE TO ALL OF THE TERMS OF THIS AGREEMENT, DO NOT CONTACT ISPRING FOR SUPPORT AND PROMPTLY CONTACT YOUR PLACE OF PURCHASE FOR CANCELLATION OF SUPPORT. YOU WILL RECEIVE A REFUND OF ANY MONEY PAID FOR SUPPORT ONLY IF YOU CONTACT YOUR PLACE OF PURCHASE TO CANCEL YOUR SUPPORT ORDER WITHIN THIRTY DAYS OF PURCHASE.

As a participant of iSpring Technical Support Program, you ("Customer") are subject to these terms and conditions and entitled to receive the Technical Support ("Services") associated with the Program under the terms of this Agreement.

As used in this Agreement, "Product" means the iSpring software or iSpring online services which the Customer has been validly licensed to use. "Program Errors" means one (1) or more reproducible deviations in the standard, unmodified Product from the applicable specifications shown in the documentation.

Technical Support

Subject to these terms and conditions, iSpring will provide Services to the Customer for Program Errors. Services shall include business reasonable efforts by iSpring to identify defective code and to provide corrections, workarounds and/or patches to correct Program Errors. iSpring will provide Customer with an e-mail address or online facility at iSpring web site to enable the Customer report Program Errors during iSpring business hours as specified at iSpring web site.

iSpring will use business reasonable efforts to resolve each Program Error by providing a reasonable workaround, or an object code patch, or a specific action plan for how iSpring will address the problem and an estimate of how long it will take to rectify the defect. iSpring reserves the right to charge Customer additional fees at its then-standard rates for services performed in connection with reported Program Errors which are later determined to have been due to hardware or software not supplied by iSpring. Notwithstanding the foregoing, iSpring has no obligation to perform services in connection with Program Errors resulting from hardware or software not supplied by iSpring. iSpring has no obligation to perform Services unless the Services were purchased by the Customer.

iSpring customers with valid Priority Support subscription are eligible for Services including priority email-based support, live chat with iSpring Support engineer, phone support, 20% discount for on-demand support services: Case Analysis and Remote Assistance.

iSpring agrees to provide Services for a given version of the Product until such revision is superseded by two (2) sequential minor versions of the Product. For example, iSpring will stop support of version 6.1 when version 6.2 and version 6.3 are released by iSpring. According to iSpring Upgrade Terms upgrades to minor versions are available free of charge to each licensed copy of the Product. In order to receive Services, the Customer agrees to install the latest supported version of the Product available according to their license.

Contacting iSpring for receiving Services, the Customer agrees to provide all necessary information to iSpring which makes possible duplicating the Program Error at iSpring testing environment. In case the Customer fails to provide necessary information to iSpring, iSpring has no obligations to provide the Services.

Unless otherwise authorized in writing by iSpring, iSpring will not be required to correct any Program Error caused by (a) incorporation, attachment of a feature, program, or device to the Product, or any part thereof; (b) any nonconformance caused by accident, transportation, neglect, misuse, alteration, modification, or enhancement of the Product; (c) the failure to provide an installation environment recommended for the Product; (d) use of the Product for other than the specific purpose for which the Product is intended; (e) use of the Product on any systems other than the specified hardware platform for such Product; (f) if applicable, use of defective media or defective duplication of the Product; or (g) failure to incorporate any Product revision or patch previously released by iSpring which corrects such Program Error. For Program Error reports received by iSpring during iSpring's business hours, iSpring will use business reasonable commercial efforts to communicate with Customer about the Program Error via e-mail or online facilities available at iSpring web site.

Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, UNDER NO CIRCUMSTANCES AND UNDER NO LEGAL THEORY, TORT, CONTRACT, OR OTHERWISE, SHALL ISPRING BE LIABLE TO CUSTOMER OR ANY OTHER PERSON FOR ANY INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES OF ANY CHARACTER INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF GOODWILL, WORK STOPPAGE, COMPUTER FAILURE OR MALFUNCTION, OR ANY AND ALL OTHER COMMERCIAL DAMAGES OR LOSSES. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT WILL ISPRING BE LIABLE FOR ANY DAMAGES IN EXCESS OF THE AMOUNT ISPRING RECEIVED FROM CUSTOMER HEREUNDER, EVEN IF ISPRING SHALL HAVE BEEN INFORMED OF THE POSSIBILITY OF SUCH DAMAGES, OR FOR ANY CLAIM BY ANY THIRD PARTY. THIS LIMITATION OF LIABILITY SHALL NOT APPLY TO LIABILITY FOR DEATH OR PERSONAL INJURY TO THE EXTENT THAT APPLICABLE LAW PROHIBITS SUCH LIMITATION. FURTHERMORE, BECAUSE SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, THE ABOVE LIMITATION MAY NOT APPLY TO YOU.