Support Terms and Conditions

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 PhonePad. General You should contact us directly for support for our software rather than any 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 require. 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. Email Support 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 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 experiencing. Telephone Support We do not currently provide on-demand, 24/7 telephone support. If you have questions about our products 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. Chat Support We do not currently provice 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 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 $37 per session. If you do not have a current Update Plan then paid remote support is available at $37 per session. If an issue is not resolved during a remote support session and requires further remote support sessions for the same issue, we may elect to provide further remote support sessions free of charge. If you are a Trial user then remote support is provided for free, at our discretion. To receive Remote Support you must schedule an appointment using our online scheduling system. 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. Installation Assistance 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 you have already installed the software then use the Remote Support option instead. Database Repair 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. Database Backups 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 schedule. Update Plans 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 updates. 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. Additional Information For additional information, please refer to the End User License Agreement (EULA) displayed when you agree to install our software. Made it this far? Good on you. Well done!
Get It Now Download Order Services Custom Software Development
Important Information: Please be aware that we reserve the right to change these Support Terms and Conditions at any time without notice.
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Support Terms and Conditions

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 PhonePad. General You should contact us directly for support for our software rather than any 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 require. 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. Email Support 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 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 experiencing. Telephone Support We do not currently provide on-demand, 24/7 telephone support. If you have questions about our products 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. Chat Support We do not currently provice 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 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 $37 per session. If you do not have a current Update Plan then paid remote support is available at $37 per session. If an issue is not resolved during a remote support session and requires further remote support sessions for the same issue, we may elect to provide further remote support sessions free of charge. If you are a Trial user then remote support is provided for free, at our discretion. To receive Remote Support you must schedule an appointment using our online scheduling system. 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. Installation Assistance 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 you have already installed the software then use the Remote Support option instead. Database Repair 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. Database Backups 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 schedule. Update Plans 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 updates. 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. Additional Information For additional information, please refer to the End User License Agreement (EULA) displayed when you agree to install our software. Made it this far? Good on you. Well done!
Get It Now Download Order Services Custom Software Development
Important Information: Please be aware that we reserve the right to change these Support Terms and Conditions at any time without notice.