Support
Forum
The Forum is open and free of charge for all users of Process Modeler. Here you can announce and exchange experiences with other users. Our experts will support you as much as possible.
Email-Support
For registered users with a valid support agreement we offer email support. Our engineers get in touch with you and reply to your requests via email.
Software Support
itp commerce ltd. ("ITPC") will provide the Support Services listed below for the Software
1. Support
itp commerce ltd. will establish and maintain an organization and process to provide support for the Software Process Modeler for Microsoft Visio to Customers. Support shall include
(I) diagnosis of installation problems or deficiencies of the Software and
(II) a resolution of installation problems or deficiencies of the Software. ITPC will provide Fax software support on a business day basis. Business day is defined as 6:00 AM through 5:00 PM European standard time, excluding public holidays and weekends.
In addition, ITPC will provide an Internet based support system as well as an internet forum generally available seven (7) days a week, twenty-four (24) hours a day (web form).
ITPC will use its best efforts to cure, as described below, reported and reproducible errors in the Software. ITPC utilizes the following severity levels to categorize reported problems:
Severity: SOME BUSINESS IMPACT (SoBI)
Important features of the Software are unavailable, but an alternative solution is available or non-essential features of the Software are unavailable with no alternative solution. The customer impact, regardless of product usage, is minimal loss of operational functionality or implementation resources. ITPC will commence work on resolving the deficiency within one (1) week of notification and will engage staff during business hours until an acceptable resolution is achieved.
Severity: MINIMAL BUSINESS IMPACT (MBI)
Customer submits a Software information request, software enhancement or documentation clarification which has no operational impact. The implementation or use of the Software by the Customer is continuing and there is no negative impact on productivity. ITPC will provide an initial response regarding the request within one (1) week.
2. Maintenance
During the term of this agreement, ITPC will provide the Customer with copyrighted patches called "hot fixes", service releases and new versions of the Software along with other generally available technical material. These maintenance materials including the Software may not be used to increase the licensed number of versions or copies of the Software. The Customer agrees not to use or transfer the prior version but to destroy or archive the prior version of the Software.
All hot fixes, service releases, and new versions shall be subject to the license agreement related to the Software.
