Ithicos Solutions LLC - Support and Maintenance Policies

Ithicos Solutions LLC will make every attempt to ensure that your software installation works as you expect. We strongly urge potential customers to download the fully functional evaluation software and install the software to make sure it will function in the manner that you require.

If you run in to problems, we will do our best to get your problem resolved in the absolutely minimum amount of time. All support requests should begin with an e-mail message to support @ ithicos.com.  We attempt to respond to all queries on the same day.  If we cannot fix the problem via e-mail we will arrange a time we can call you to solve the problem or possible arrange a Live Meeting or WebEx session.

You are entitled to support and free updates for the software package you purchased for one year from the date of purchase. This includes free e-mail support for issues relating to our software installation and functionality. While we will always try to help point you in the right direction with respect to your Active Directory, Exchange, IIS, or SharePoint issues, our support boundaries must remain around the products that we develop and sell.

Prior to the end of your first year, you are able to purchase additional years of support. The support cost is approximately 20% of the cost of the current list price for the software. Some organizations purchase multiple years of support or they purchase an additional year of support at purchase time rather than deal with the hassle of purchasing additional years.

If your software maintenance agreement expires, you must renew for two years and the renewal period starts on the date on which your original maintenance agreement expires, not on the date that you renew your support agreement.

If your support period has passed, you will not be eligible for support or upgrades