Terms and Conditions

Important Information: Please be aware that we reserve the right to change these Support Terms and Conditions at any time without notice.

Ok, so here is the (boring) legal stuff we’re obliged to put on our website. Please try not to nod off when reading this, although we won’t blame you if you do. Just know that we will always endeavour to provide you with the best possible support we can, subject to these Terms and Conditions. The word “software” in these Terms and Conditions refers to PhonePad and any software related to PhonePad. General You should contact us directly for support for our software rather than contacting an IT Support company, unless you are sure the issue you are experiencing is caused by something external to our software (eg. anti-virus software). We cannot be held responsible, nor can we be expected to reimburse you, for any costs you incur in using 3rd party IT Support companies to resolve an issue with our software. We know our software better than anyone and so enlisting the help of a 3rd party IT support person or company is generally a waste of money and will typically result in delays in getting your issue resolved. If your Server, workstations and/or network are locked down or otherwise controlled by an IT Service provider and their assistance is required to enable us to resolve an issue, you bear full responsibility for any payment they may require. If you experience issues with our software, please email us at the earliest opportunity with the details of the problem. We cannot fix problems we don’t know about. It’s definitely not helpful if you hold off on reporting an issue for days or weeks until the issue becomes critical, and then expect us to resolve the problem immediately. It is in your interests to report issues promptly. Although we try to fix issues as quickly as possible, due to the complexity of software development it may take us longer than expected to come up with a solution, so please be patient and give us time to get it sorted out. Although we will do our best to resolve any issues you experience with our software, we are not obligated to do so. We are not responsible for any issues caused by conflicts with hardware or other software you may have installed on your computers. Additionally, we are not responsible for configuring any hardware or other software to resolve conflicts, nor are we responsible for configuring any hardware that you choose to use in conjunction with our software. We do extensive testing of our software but we cannot guarantee that it will work flawlessly with your specific hardware and software configuration. That’s one reason why we have a trial period. We strongly recommend you take full advantage of the free 60 day trial period. Email Support We provide free email support for our products. We will generally respond to support requests sent by email within twenty four (24) hours or less, however, it may be longer during very busy periods or holiday seasons. If you have any issues with our software you should contact support by email. The majority of issues can be resolved this way. To save you and us time, your email should include full details of the issue you are experiencing. Please do not send us an email that says “call me at xx:xx time”. There may not be support personnel available at that time. If you send us an email like this we will still respond by email, asking for details of the issue you are experiencing. We will often provide you with steps to resolve a problem. If you don’t wish to follow those steps then we can’t help you. Although we will provide free email support in nearly all cases, we are not obliged to do so. When you purchase our software you are not paying for support (unless otherwise indicated). This means that we provide you support as a courtesy. You cannot demand support. We will treat you with respect and we ask that you do the same when communicating with us. Antagonistic, belligerent, abusive or rude behavior may result in us denying you support. We want to help you as much as we can but we will not tolerate what we deem to be unacceptable behavior. We reserve the right to refuse support on a temporary or even permanent basis. Telephone Support We do not currently provide on-demand, 24/7 telephone support. We did the costings on this and worked out that it was not feasible given that we don’t get many phone calls each day. Most of our contact from customers is by email. If you leave a message about a support-related issue, sorry, but we will not call you back. If you need to talk to us on the phone for a support issue, please book a remote support session. If you have questions about our products or any other related sales or pre-sales questions, you can call us on one of the numbers listed on the Contact Us page. If we do not answer the call, leave a voicemail message and we will call you back as soon as we can. Chat Support We do not currently provide 24/7 chat support but we try to make it available as much as we can. If our chat system is offline you can still leave a message for us and it will go straight to Support. Remote Support Remote Support is used if we are unable to resolve an issue by email or online chat. If you have a current Update Plan then as a bonus, at our discretion, we may provide you with up to two (2) free remote support sessions per year. These are non-cumulative. If we don’t provide you with free remote support then paid remote support is available at $47 per session (obviously we will let you know up front). Sessions are for 45 minutes but if for some reason it takes longer you will not be charged any additional amounts if it’s for the same issue. If you do not have a current Update Plan, or you have already had 2 free remote support sessions in the last 12 months, then paid remote support is available at $47 per session. If an issue is not resolved during a remote support session and requires further remote support sessions for the same issue, we may provide further remote support sessions free of charge (for the same issue). If you are a Trial user then remote support is provided for free (up to a limit), at our discretion. To receive Remote Support you must schedule an appointment using our online scheduling system. However, before doing this you should email us first as the issue may not require remote support. If access to your Server is controlled by an IT Support/Service company and they are required to intervene to allow us to remote connect, you bear full responsibility for any payment they may require. We are happy to liaise with IT Support/Service company if needed. Installation Assistance This service is limited to the installation of our software. We will assist you with installing our products via a remote session free of charge. If we have already installed the software for you, please email support for anything else that is needed. Please do not use Installation Assistance for resolving issues with software that has already been installed. If you have already had Installation Assistance from us and you book another Installation Assistance appointment, we will cancel it. Database Repair If there is a problem with the database used by our software and you are unable to recover your data from a backup, we may offer to repair the database for you at no cost. In that case we will provide you with instructions on what steps need to be taken to upload the software to our server. Although we will do our best to repair your database, there is no guarantee that we will be able to as it is dependant on the amount of damage and if you have backups that contain the data required to repair it. Database Backups PhonePad includes an automatic backup system so please use it. If you experience data loss for some reason, please use the included software to restore your database from backup. PhonePad’s backup system has been thoroughly tested but we can’t guarantee it will work correctly on all systems. We are not responsible for any backups that may fail. Therefore, we recommend that you also include your PhonePad database in your Server’s regular backups schedule. Update Plans If you have a current Update Plan then you are entitled to receive any major or minor updates released during the term of the Update Plan. Once an Update Plan expires you will need to renew the plan to continue to receive updates. As a bonus for having an active Update Plan, we may provide you with up to two (2) free remote support sessions per Update Plan period, if remote support sessions are warranted in our opinion. Please Note: Your software will continue to work if you don’t update. You will just stay at the version you have and won’t receive any further major or minor updates. Remember: Update Plan renewal is optional. We do not automatically bill this. Free 60 Day Trial We offer a free 60 day trial on some of our software so that you can try it out before buying. This gives you the opportunity to put our software through its paces and to make sure that it suits your requirements. We do this instead of offering refunds. It is a risk-free proposition for you. You can try our software before paying out any money. Take it for a test drive to make sure it is what you are after. We do not ask for any payment information at any time before or during your trial period, so you can be confident that we’re not going to automatically bill you at the end of the trial period. We strongly recommend you take full advantage of the free 60 day trial period. Purchasing All software purchase amounts are one-time costs. This is not subscription software or SAAS (Software as a Service). Please do not purchase our software until you have tried it first. Seriously. Try it first and then decide if you want to buy it. Refunds We have a no refund policy. Instead of you having to go through all of the hassle of trying to get a refund, we give you the opportunity to try the software for 60 days on us without any purchase, commitment or obligation. You don’t need to purchase the software to try it. Just download and start using it. This is an obligation-free opportunity for you to try our software before buying. Once you purchase our software then obviously you are no longer in the trial period. It is your responsibility to ensure that our software is fit for purpose on your computer systems. If you determine after purchasing our software that it is not compatible with your systems, or has issues that require fixes that you’re not willing to wait for, please note that we will not refund your license costs or any other costs. However, we will do everything we can to rectify the issues you are having. Additional Information For additional information, please refer to the End User License Agreement (EULA) displayed when you agree to install our software. Made it this far without falling asleep? Good on you. Well done!