echoTechnology - Manage SharePoint > Support

Support and Maintenance

When purchasing echoTechnology smart tools our customers receive on-going technical support and regular product updates. The initial purchase price includes a compulsory first year support and maintenance fee of 22.5%.
Annual renewals are automatically invoiced to customers at 22.5% of list price at the time of renewal.

Technical Support Procedures and Policies

The following support is provided to all smart tool customers with a current support and maintenance agreement:

a.	Access to echoTechnology’s online support forum at http://support.echotechnology.com.
b.	Unlimited email support. Customers log all support incidents via email at support@echotechnology.com in the first instance. Customers agree to detail only one issue per email. Product & technical support is only available to customers with a current support contract. echoTechnology reserves the right to discontinue support to customers with revoked, terminated or outdated support contracts or who have not complied with echoTechnology’s standard payment terms.
c.	Telephone support will be provided to customers on an as needed basis at the sole discretion of echoTechnology.
d.	Support is only provided for sites using the program(s). Under no circumstances will any other technical query be supported.

Enhancements Procedures and Policies

echoTechnology agrees to provide customers with regular updates and enhancements to the program(s) so long as the annual support and maintenance program is current. The regular updates enhance the functionality and improve the performance of its programs.

The annual support and maintenance program does not entitle the reseller access to major new versions of the program(s). A current annual support and maintenance program will however entitle resellers to upgrade to major new versions of the program(s) at a significant discount to the current list price.

Renewal

The initial purchase price of the software program(s) includes the first year’s annual support and maintenance cost.

Renewal of the annual support and maintenance service is due 30 days prior to expiration of the prior year’s program.

Customers are invoiced for the renewal of the support and maintenance program(s) automatically.