CompassIM Support Policy

Access Data Systems will provide support for CompassIM according to this policy.

General Terms

1. Support will be provided on a best effort basis. The provisions of the End User License Agreement apply.
2. You can request support by telephone, fax, or email.
3. When requesting support, please provide information regarding your computer and software versions.
4. A support instance is defined as a request for help on a single specific problem.
5. The following items are not support instances, and there are no charges associated:
   > Your report of a software bug
   > Your report of a product recommendation or concern
6. If you request support and we cannot resolve your request, we will not count it as a support instance, and no charges will apply.
7. If a support instance is chargeable, the current rate is $65.
8. To pay for any chargeable support, you can deposit an advance amount, issue a purchase order, or use your credit card.

Annual Support Charges

1. Please refer to the Pricing page for annual support charges
2. If you subscribe to annual support, you are eligible to receive
   > Three no-charge support incidents per year for every $100 in support charges paid
   > Version upgrades at no additional charge
3. Your initial purchase of a license to use CompassIM and any options must include the purchase of annual support for the first year.
4. If you elect to continue with the Annual Support plan after the initial year, all your licensed CompassIM components must be included

Trial and Beta Users

1. No limit to the number of requested support incidents. No charges apply.