A Support Agreement provides you with:
Unlimited live technical support via phone and e-mail, and software updates and upgrades: Bug fixes, performance improvements, new features and Update/Upgrade releases are included for the support period.
You must have an active support agreement with Click Studios to receive support. Our coverage hours are :
Available Mon-Fri, 8:30am-5:00pm UTC +09:30 (Adelaide, Australia).
Phone: +61 88120 0630
Available Mon-Fri, 7:00am-9:00pm UTC +09:30 (Adelaide, Australia).
Terms of coverage
The Standard Support Agreement provides you with the following:
Only the current major version and one previous version and their associated add-ons (within 90 days of release of the current version) are supported.
Service is provided for one year from your date of purchase.
Technical support is limited to the reporting and correction of product defects and installation and configuration assistance.
Updates & Upgrades:
All Updates & Upgrades (bug fixes, maintenance releases, and new feature versions) are included.
If your query is sent to us between the support hours described above, you'll will receive a response within 2 hours. If outside of standard support hours, we guarantee a 24 hour response - and generally it's within 12 hours
This Support Agreement cannot be transferred or assigned. It only applies to the specific covered product(s) duly licensed from Click Studios or an authorized Click Studios reseller.
Third party products:
This Agreement does not cover third party applications, hardware, or use of Click Studios software in unsupported environments.
Limitation of liability:
Click Studios’s cumulative liability to you or any other party for any loss or damages resulting from any claims, demands or actions arising out of or relating to this Agreement shall not exceed the amount paid to Click Studios for this Support Agreement.
Please note that expired Support Agreements are subject to a reinstatement fee in order to renew.
Extended Support Agreement
Extended technical support can be purchased for $950.00 USD annually, and entitles you to:
Extended support includes standard support coverage detailed above, plus 24x7 extended hours support, 7 days a week.
The scope of Extended support is for critical events where the Passwordstate web site is not accessible for all users, even after ever attempt has been made to restore your system from the last known good backup. Any minor events/issues logged as part of the Extended Support will incur a charge of $200.00 USD per hour, with a minimum charge of 3 hours.
If performing administrative tasks such as upgrades during the extended support period, it is recommended you read and follow the upgrade instructions and ensure your web and database tiers are backed up prior to performing upgrades. If an Extended Support request is logged due to instructions not being followed correctly, additional charges may apply.
Support Request Process:
Extended Support Requests can be logged by calling our Extended Support phone number, and the call will be routed to the on-call engineer. The Extended Support Phone Number will be provided to you once you purchase the Extended Support. Email requests will not be processed during Extended Support Hours.
If you would like to purchase Extended Support, please contact us at firstname.lastname@example.org
The Extended Support agreement is not available with the free version of Passwordstate, and Click Studio reservers the right to determine which customers qualify for the Extended Agreement. Click also Studios reserves the right to modify The Support Agreement without prior or written notice.