CSV Manager Annual Maintenance

We offer an annual maintenance support package for the CSV Manager component. You can purchase this annual support package online with immediate effect.

If the following terms and conditions are not suitable for your organisation, we can provide you with a custom support contract. Please send us a mail at licensing@ricebridge.com so that we can take a look at your proposal.

What You Get

• 12 month support contract
• 500 support queries by email
• 50 support phone calls
• A response within one business day
• Absolute priority handling of bug reports and feature requests

Terms and Conditions

1. Each annual support package entitles your organisation, as a whole, to ask up to 500 specific technical questions in the form of an email message. Replies will be made by email only. A number of emails between Ricebridge and yourself may be required to resolve any particular issue. However, emails focused on a single issue do not count as more than 1 question for the purposes of the email support package. In effect, this means that you can ask for support by email on up to, but not more than, 500 technical questions.

2. Each annual support package entitles your organisation, as a whole, to initiate up to 50 specific technical questions in the form of a phone call direct to our development staff. You must make the call. Development staff are available to take calls between 8AM and 8PM GMT. If we miss your call, we will email you with details of our availability within one business day. A number of phone calls between Ricebridge and yourself may be required to resolve any particular issue. However, phone calls focused on a single issue do not count as more than 1 question for the purposes of the annual support package. In effect, this means that you can ask for support by phone on up to, but not more than, 50 technical questions.

3. We will make every effort to respond to your query within one business day. Our response will include a plan of action and projected time-scales for resolving your problem. We may however require further details to furnish a full plan.

4. Your query will receive the highest priority and will be acted on in preference to other activities.

5. Each annual support package is limited to a 12 month period starting from the date of purchase. Each package ends after 12 months irrespective of the number of queries made.

6. Once an annual support package has become invalid, either by expiring 12 months after purchase, or by running to 500 email queries at any time, or 50 phone calls, a new annual support package must be purchased in order to make additional queries.

7. Only technical questions relating to the CSV Manager component will be entertained. These questions must focus on the use of the component directly. Questions relating to software architecture, general questions or requests for implementations are not supported by this package.

8. We really want to help you solve your problem, but sometimes we just won't be able to help you. Therefore, we reserve the right to declare any question resolved at any time.

9. All email messages and phone calls from Ricebridge to you are to be considered confidential and you may not make them publicly available in any form without our permission (just ask and we'll usually say yes).

10. You agree to allow us to use the content of your messages and questions for the purposes of building, developing, extending and documenting our software. Should you make suggestions for features or provide implementation examples, you agree to allow us to use these as well.

11. You accept that we may be restricted in our ability to provide a timely service as specified in these terms and conditions, due to staff unavailability.

12. You agree to refrain from pursuing patent, copyright and trademark litigation against Ricebridge, our employees and agents, for the duration of the annual support contract, and for 3 years thereafter.

Purchase Annual Maintenance
We also offer a scaled-down Email Support package. Got any questions about our support packages? Just Ask!