Summary Terms of Coverage

The following is a summary of the Technical Support Agreement coverage.

• Supported Products - Current supported versions of MDaemon and RelayFax are eligible for priority Technical Support Agreements. Thobson agreement includes priority support for its licensed features (MDaemon Connector for Outlook, AntiVirus, and ActiveSync).
• Term - A Technical Support Agreement is valid for the full term of the associated software product license if the product has current Software License Renewal Coverage. If the software product is no longer covered under Software License Renewal Coverage, the Technical Support Agreement is valid for a term of one year from the date purchase.
• Scope - Technical Support is limited to providing assistance and correction of issues related to published product performance, installation, and configuration. Thobson Technologies may limit, or terminate support service to, or may elect not to renew additional support, if customer uses the services in an irregular, excessive, abusive, or fraudulent manner.
• Availability - Phone and email Technical Support is available Monday through Saturday, 9:00 am to 6:00 pm GMT +5 - excluding weekends. Technical Support availability may occasionally vary from stated hours due to downtime for systems and server maintenance, company events, and circumstances beyond the control of Thobson Technologies. Phone Technical Support requests will be handled in the order in which they are received. Email Technical Support requests will be processed within one (1) business day.
• Third Party Products - Third party applications, hardware, or use of MDaemon Technologies' products in an environment not meeting the products' minimum system requirements will not be supported.
• Limitations - Thobson Technologies does not accept liability beyond the remedies set forth in the Technical Support Agreement Terms and Conditions including any liability for products not being available for use or for lost or corrupted data or software, or the provision of services and Technical Support. Thobson Technologies will not be liable for lost profits, loss of business, or other consequential, special, indirect, or punitive damages, even if advised of the possibility of such damages, or for any claim by any third party. Customer agrees that for any liability related to the purchase of this service, Thobson Technologies is not liable or responsible for any amount of damages above the aggregate dollar amount paid by customer for the purchase of Technical Support under this agreement.
• Non-Transferable - Coverage is non-transferable and is valid for the Customer only. Resale or transfer of Technical Support plans is strictly prohibited, and will be grounds for termination or non-renewal of Technical Support. The SLA is only valid for the registered license keys and user associated with the key (licensee).
• Upgrades - If a product that has a Technical Support Agreement is upgraded to a different license size, the Technical Support Agreement will remain valid for the duration of the original term of the agreement, however if the users are added to the License, the SLA needs to be revised too either instantly or upon the next renewal.