Extent of Support

Phitomas Technical Support answers general usage questions about Phitomas products. Our assistance includes helping you understand:

• The documented features of our applications
• How these features can be used
• How to troubleshoot unexpected behavior encountered while using these features
• Our role in assisting you with the development of your project extends to helping you understand how the products work-not directly implementing these product features in your project.

Fee-based Support Programs

All fee-based support plans are valid for one year from the date of purchase. Please refer to pur support comparison table for more details.

Definitions of Support

Incident

Phitomas defines a single support incident as an issue that focuses on one aspect of the product - e.g. use of a specific feature of the product or assistance with a specific problem or error message. While this issue may involve other aspects of the product, addressing other aspects constitutes a separate issue and requires an additional support incident. A single support incident may involve multiple phone calls, emails and off-line research. Phitomas Support Engineers are responsible for determining what characterizes a single support incident and communicating this to our customers. Our Support Engineers will make reasonable efforts to resolve the issue but Phitomas cannot guarantee that every issue will be resolved.

Bugs

Phitomas defines a bug as some technical aspect or functionality of a product that does not execute and deliver results as expected and outlined in the supplied product documentation. Unexpected behavior isolated to a user's specific configuration or environment does not correspond with Phitomas' definition of a bug. Phitomas Technical Support engineers can provide troubleshooting suggestions for unexpected behavior in these cases; however, Phitomas is not responsible for the resolution of any such behavior. An issue is recognized as a bug only after it has been reproduced in steps provided by the customer and has been confirmed as a bug in the product by a Phitomas Support Engineer.

Documentation Error

Phitomas defines a documentation error as inaccurate information or instruction provided in the documentation accompanying the product. Accompanying documentation includes user manuals, Release Notes, README files, and Phitomas product support site documents and Technical Notes. Phitomas does not provide support or assume responsibility for any reference materials published by other parties.

Definition of Resolution of Issue

Once an issue is accepted as being within the extent of technical support (as described at the top of this page), resolution of a technical support issue shall be defined as accomplishing any one of the following:

• Providing a reasonable solution to the issue
• Providing a reasonable work-around to the issue
• Determination by Phitomas that the issue is an enhancement request and forwarding the request to Phitomas Development Team
• Escalation by Phitomas of the incident/bug to Phitomas Development Team for review