All standard and enterprise support services that do not include a direct onsite delivery, are considered to be 'best effort' services. This means that Mindsystems will make every reasonable effort to provide timely, accurate and helpful support advice. Free support programs are limited to advice concerning our product range. Issues that move significantly into areas such as Operating System support or hardware support will generally be refereed back to your appropriate supplier.

Because Mindsystems personnel are not present at your location at the time the support advice is given, we do not have direct control or confirmation that our instructions are being carried out exactly as prescribed. For this reason Mindsystems accepts no liability, expressed or implied, for any damages that may arise from such advice or any subsequent action you may choose to take as a result of your interpretation of our technical advice.

The decision to act upon our technical advice, how our advice is interpreted and how it is ultimately implemented, is the final responsibility of the customer. In purchasing any product form Mindsystems or accepting any remote offsite support, the customer agrees to these conditions and agrees to hold Mindsystems immune to any damage that may occur as a result of such advice.

Onsite support, including training, carries some degree of liability. Mindsystems accepts responsibility for advice given when directly onsite and in such circumstances where the customer has made Mindsystems aware of all relevant issues. In such cases Mindsystems limits its financial responsibility to the cost of replacement of any software based component that may fail in the implementation of any support action. Hardware failures are not covered by this extension of liability, except in cases when liability is clearly implied by Australian Federal Law. Laws of all other countries, states or territories are rescinded in such cases and the customer agrees to abide by these terms in accepting any onsite support services from Mindsystems.

What products and services are covered by the Support Assurance Offer?

Unless stated otherwise, all premium software based products including license key activated software sold by us, accessory programs sold by us and software modules sold by us specifically for use with our primary products.

What is not covered by this assurance?

Although in the first instance we will make our best effort to ensure your software runs correctly, there are certain support issues outside of our control that we may not be able to support and therefore accept no liability for. These include:

Products that may have been created by third party companies to work in conjunction with our software, but that are not directly sold by us.

Errors or system conflicts caused by third party operating systems or programs. For example, we would not accept ultimate responsibility for an error that is caused by the Microsoft operating system, and is causing our software to malfunction. This is because our ability to extensively troubleshoot another companies software is limited. We would, however, make every reasonable effort to find a solution (usually through testing and simulating your error on our test computers). In this type of circumstance we will engage, if possible, in communication with the third party provider to offer suggested resolutions.

Large volume accounts in excess of 25 users for any single registered client or company, for capacity reasons, may not be covered by this agreement. If this applies to you, you should contact us to discuss your options.

Unregistered clients that have purchased from another source will receive basic advice and support, if the product is still currently offered by us. However if you have not purchased from Mindsystems, we reserve the right to withdraw or limit the support we offer you at any time, without notice.

If you have illegally modified, hacked or deliberately altered the core functionality of the software the license agreement is considered to be void, and therefore support cannot be offered under these circumstances.

Other specialised and non-standard service based offerings including training, privately negotiated higher level support contracts or consultation services are not automatically covered by this assurance.

What type of support can I receive and for how long?

Mindsystems will provide you with unlimited email and telephone based support for as long as you continue to use the product.

This support covers answering product queries, resolving technical issues where possible and providing any other type of product usage information you may require.

This support is bound by the reasonable limitations of our resources, and does not imply guaranteed support if your requirements unreasonably exceed our capabilities.

Are there any limitations on the type of support I can receive?

Mindsystems will make every possible effort to work with you for as long required, until your support request reaches a reasonable conclusion. In some cases a reasonable conclusion may determine that a satisfactory solution is not possible due to technical constraints. At this point this assurance is considered fulfilled.

We do not however, accept any responsibility, expressed or implied, for faults that are not directly caused by the products we offer (ie. system incompatibility). As this assurance forms part of trading terms and conditions, you are deemed to have agreed to this if you purchase a product from Mindsystems.

If I require a higher level of support, can I negotiate a higher level support contract?

In depth coaching and support is available on a per product basis, but is chargeable at the rate specified for the product or service in questioned. In most cases this is charged annually at the rate of A$139. Premium individual support plans are also available, generally charged at $229 per year. Prices are ex GST for Australian purchasers.

If you plan on deploying the software across a large multi-user site (usually upward of 25 seats in a single purchase), your requirements may not always be fully satisfied by the lifetime support assurance.

Because we are interested in maintaining prompt and efficient service for all customers, larger scale software deployments may be more appropriately supported by a privately negotiated support contract.

Any Mindsystems customer will always receive quality support when they contact us with an issue. So you are never obligated to establish a higher level support contract when setting up a large scale deployment. We have simply found that in many large business sites SLA's and pseudo-helpdesk services are often required by the customer.

By negotiating a higher level support contract we can ensure a premium grade of dedicated support is offered to your business.