ScriptLogic.com: Windows Management…Point, Click, Done

Q: What is a Problem?

A: ScriptLogic identifies a “Problem” as being any reproducible failure of the supported software to substantially comply with ScriptLogic’s product documentation. A problem is considered "open" when a customer submits a Problem Report through the appropriate procedures, and "closed" when a resolution to the problem is provided or when the problem is not covered by the support plan.

Q: What is a Resolution?

A: ScriptLogic will use commercially reasonable efforts to correct any reproducible problems reported by our customers by providing a “Resolution” using:

• a fix, work-around, solution or answer provided to customer;
• a request for enhancement is submitted to ScriptLogic Product Management;
• a documentation bug is submitted to ScriptLogic Development;
• a fix is incorporated into an upgrade; or
• notice is provided that the problem relates to third-party software or hardware not covered by the applicable Support Plan.

Q: What is a Problem Report?

A: If a customer encounters a problem with the supported ScriptLogic software, customer must provide the following information to ScriptLogic’s Support so that ScriptLogic can reproduce the reported problem:

• a description of the Problem and the functionality that customer desires to achieve;
• a summary of the hardware, software and network environment in which the Problem is occurring;
• the step-by-step process to reproduce the Problem; and
• any and all error messages and ScriptLogic error logs associated with the Problem.

Q: What is NOT included in my Support Plan?

A: Support does not include support associated with:

• visits to customer's site;
• any electrical, mechanical or other work with hardware, accessories or other devices associated with the use of the supported software;
• any modification to the supported software;
• any work with any third party software (not supported by the supported software) including assistance with integrating the supported software with custom application or any non-supported operating systems or applications;
• responses during hours not provided in my support plan;
• application development; or
• misuse of the supported software.

Note: ScriptLogic is not responsible for correcting Problems if Customer fails to implement or cooperate with any Problem correction or upgrades made available by ScriptLogic.