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Support Maintenace Contract Policy
Compusense® is dedicated to providing innovative sensory software to our clients world-wide.
We are continually improving our software, introducing new features and programs to help our clients be more productive.
A one year support maintenance contract which includes technical support and software upgrades is included with the purchase of the Compusense five Basic Site License. This year of support starts on the date that your license activation code is supplied. Once the initial year of support is over, we encourage users to continue to maintain their support contracts as we consider it to be a valuable investment in the continued operation of Compusense software.
The Compusense software support maintenance contract entitles the licensee to access the Compusense support staff by fax, email and telephone during regular business hours, EST. The contract also entitles the licensee to receive all software updates released during the active support contract period. This guarantees that clients will always have the newest version of the software available incorporating new features and problem fixes.
The support team is available to provide the technical assistance needed for the total Compusense five system, including all additional data collection stations and software modules purchased. Compusense policy is that all software is subject to thorough Quality Control testing in our own Sensory Research Facility prior to release.
As part of the support maintenance contract, clients will receive Technical Bulletins periodically issued by the Compusense Support Team. This serves to keep clients up-to-date with current issues and concerns relating to Compusense Products. The support team also strives to stay in contact with all active support clients on a regular basis through e-mails and telephone calls. Where Internet access is available for active support clients, Compusense is able to provide download capability, making software readily available to our clients.
The Compusense technical support staff is accessible by phone at 1-800-367-6666 toll free in Canada and in the United States or world wide at 1-519-836-9993. Support is also available though email at support@compusense.com or accessed via the world wide web at www.compusense.com.
Approximately two months before the expiry of a support maintenance contract, Compusense issues a "Notice of Expiry" letter by mail to the attention of the named primary contact for the Compusense software. This notice includes an invoice for the renewal of the maintenance contract and a license update information sheet where users can list current shipping address information, contact information and hardware information. The amount of the maintenance renewal fee is currently 15% of the original purchase price of the Compusense basic site license including any additional stations or modules purchased. Should a client purchase any additional stations or modules after the original license purchase, any amount paid will be added to the overall purchase price of the Compusense five system affecting the fee for the next renewal period.
PLEASE NOTE -- To provide uninterrupted support, the maintenance contract renewal fee must be received within 30 days of the existing contract end date. Should payment not be received in this time, any client wishing to access the support staff will be unable to do so until payment for the maintenance contract is received. The renewal of a Compusense five license with a lapsed support maintenance contract of more than 1 year will be subject to a retroactive software upgrade fee.
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