Support Terms and Conditions
Important Information: Please be aware that we reserve
the right to change these Support Terms and Conditions at
any time without notice.
Copyright © 1995 - 2021 Cybercom Software. All rights
reserved. In business since 1995.
Ok, so here is the (boring) legal stuff we’re obliged to put
on our website. Please try not to nod off when reading
this, although we won’t blame you if you do.
Just know that we will always endeavour to provide you
with the best possible support we can, subject to these
Terms and Conditions.
The word “software” in these Terms and Conditions
refers to PhonePad and any software related to
You should contact us directly for support for our software
rather than contacting an IT Support company, unless you
are sure the issue you are experiencing is caused by
something external to our software (eg. anti-virus
software). We cannot be held responsible, nor can we be
expected to reimburse you, for any costs you incur in using
3rd party IT Support companies to resolve an issue with our
software. We know our software better than anyone and
so enlisting the help of a 3rd party IT support person or
company is generally a waste of money and will typically
result in delays in getting your issue resolved.
If your Server, workstations and/or network are locked
down or otherwise controlled by an IT Service provider
and their assistance is required to enable us to resolve an
issue, you bear full responsibility for any payment they may
If you experience issues with our software, please email us
at the earliest opportunity with the details of the problem.
We cannot fix problems we don’t know about. It’s
definitely not helpful if you hold off on reporting an issue
for days or weeks until the issue becomes critical, and
then expect us to resolve the problem immediately. It is
in your interests to report issues promptly. Although we
try to fix issues as quickly as possible, due to the
complexity of software development it may take us
longer than expected to come up with a solution, so
please be patient and give us time to get it sorted out.
Although we will do our best to resolve any issues you
experience with our software, we are not obligated to do
so. We are not responsible for any issues caused by
conflicts with hardware or other software you may have
installed on your computers. Additionally, we are not
responsible for configuring any hardware or other
software to resolve conflicts, nor are we responsible for
configuring any hardware that you choose to use in
conjunction with our software.
We do extensive testing of our software but we cannot
guarantee that it will work flawlessly with your specific
hardware and software configuration. That’s one reason
why we have a trial period. We strongly recommend you
take full advantage of the free 60 day trial period.
We provide free email support for our products. We will
generally respond to support requests sent by email
within twenty four (24) hours or less, however, it may be
longer during very busy periods or holiday seasons.
If you have any issues with our software you should
contact support by email. The majority of issues can be
resolved this way. To save you and us time, your email
should include full details of the issue you are experiencing.
Please do not send us an email that says “call me at xx:xx
time”. There may not be support personnel available at
that time. If you send us an email like this we will still
respond by email, asking for details of the issue you are
We will often provide you with steps to resolve a
problem. If you don’t wish to follow those steps then we
can’t help you.
Although we will provide free email support in nearly all
cases, we are not obliged to do so. When you purchase
our software you are not paying for support (unless
otherwise indicated). This means that we provide you
support as a courtesy. You cannot demand support.
We will treat you with respect and we ask that you do the
same when communicating with us. Antagonistic,
belligerent, abusive or rude behavior may result in us
denying you support. We want to help you as much as we
can but we will not tolerate what we deem to be
We reserve the right to refuse support on a temporary or
even permanent basis.
We do not currently provide on-demand, 24/7 telephone
support. We did the costings on this and worked out that
it was not feasible given that we don’t get many phone
calls each day. Most of our contact from customers is by
If you leave a message about a support-related issue,
sorry, but we will not call you back. If you need to talk to
us on the phone for a support issue, please book a remote
If you have questions about our products or any other
related sales or pre-sales questions, you can call us on one
of the numbers listed on the Contact Us page. If we do
not answer the call, leave a voicemail message and we will
call you back as soon as we can.
We do not currently provide 24/7 chat support but we try
to make it available as much as we can. If our chat system
is offline you can still leave a message for us and it will go
straight to Support.
Remote Support is used if we are unable to resolve an
issue by email or online chat. If you have a current
Update Plan then as a bonus, at our discretion, we may
provide you with up to two (2) free remote support
sessions per year. These are non-cumulative. If we don’t
provide you with free remote support then paid remote
support is available at $47 per session (obviously we will
let you know up front). Sessions are for 45 minutes but if
for some reason it takes longer you will not be charged
any additional amounts if it’s for the same issue.
If you do not have a current Update Plan, or you have
already had 2 free remote support sessions in the last 12
months, then paid remote support is available at $47 per
If an issue is not resolved during a remote support session
and requires further remote support sessions for the
same issue, we may provide further remote support
sessions free of charge (for the same issue).
If you are a Trial user then remote support is provided for
free (up to a limit), at our discretion.
To receive Remote Support you must schedule an
appointment using our online scheduling system.
However, before doing this you should email us first as
the issue may not require remote support.
If access to your Server is controlled by an IT
Support/Service company and they are required to
intervene to allow us to remote connect, you bear full
responsibility for any payment they may require.
We are happy to liaise with IT Support/Service company
This service is limited to the installation of our software.
We will assist you with installing our products via a
remote session free of charge. If we have already
installed the software for you, please email support for
anything else that is needed. Please do not use Installation
Assistance for resolving issues with software that has
already been installed.
If you have already had Installation Assistance from us
and you book another Installation Assistance
appointment, we will cancel it.
If there is a problem with the database used by our
software and you are unable to recover your data from a
backup, we may offer to repair the database for you at no
cost. In that case we will provide you with instructions on
what steps need to be taken to upload the software to
our server. Although we will do our best to repair your
database, there is no guarantee that we will be able to as
it is dependant on the amount of damage and if you have
backups that contain the data required to repair it.
PhonePad includes an automatic backup system so please
use it. If you experience data loss for some reason, please
use the included software to restore your database from
backup. PhonePad’s backup system has been thoroughly
tested but we can’t guarantee it will work correctly on all
systems. We are not responsible for any backups that
may fail. Therefore, we recommend that you also include
your PhonePad database in your Server’s regular backups
If you have a current Update Plan then you are entitled to
receive any major or minor updates released during the
term of the Update Plan. Once an Update Plan expires
you will need to renew the plan to continue to receive
As a bonus for having an active Update Plan, we may
provide you with up to two (2) free remote support
sessions per Update Plan period, if remote support
sessions are warranted in our opinion.
Please Note: Your software will continue to work if you
don’t update. You will just stay at the version you have
and won’t receive any further major or minor updates.
Remember: Update Plan renewal is optional.
Free 60 Day Trial
We offer a free 60 day trial on some of our software so
that you can try it out before buying. This gives you the
opportunity to put our software through its paces and to
make sure that it suits your requirements.
We do this instead of offering refunds. It is a risk-free
propostion for you. You can try our software before
paying out any money. Take it for a test drive to make
sure it is what you are after.
We strongly recommend you take full advantage of the free
60 day trial period.
30 Day Money Back Guarantee
We offer a 30 day, non-extendable, money back
guarantee if you decide you no longer want to use our
software. The 30 days starts from the day you purchase
our software. The guarantee only applies if you have not
activated your license using the provided Serial Number.
Once your license has been activated the money back
guarantee is voided and therefore is no longer available.
If you have problems with our software after activating it
we will do everything we can do to fix those problems,
but we will not refund any money. We recommend taking
full advantage of our free 60 day trial before purchasing.
Except for the 30 Day Money Back Guarantee (see above)
we do not provide refunds. Instead, we offer obligation-
free trial periods so that you can try our software before
It is your responsibility to ensure that our software is fit
for purpose on your computer systems. If you determine
after the trial period that our software is not compatible
with your systems, or has issues that require fixes that
you’re not willing to wait for, please note that we will not
refund your license costs or any other costs.
For additional information, please refer to the End User
License Agreement (EULA) displayed when you agree to
install our software.
Made it this far without falling asleep? Good on you.