Table of Contents
Satisfaction Guarantee
All Robo-FTP products may be returned for a full refund (less shipping charges) in good condition within 30 days following purchase for any reason. Customer agrees to provide Serengeti's Sales staff with a full explanation of any such return.
Renewing Support
Support for Robo-FTP software products may be renewed at any time up until the expiration date of the original support term. Once this expiration date has passed support can only be renewed by purchasing a new license at the current full price.
Support for Older Versions
Serengeti Systems Incorporated only actively maintains the current version of a software product. When possible, basic technical support will be made available to customers whose support has not expired and are using an older version of a product. However, the solution of some issues may require the user to upgrade to the current version.
Customers may use the version of Robo-FTP that was current on the date of purchase, any newer versions that were released while the customer is covered by support, and any previous versions of Robo-FTP to which the customer has access from a previous purchase.
Access to Technical Support and Upgrades
During the support term users will have access to technical support by phone and e-mail as well as all software updates as they become available. In order to maintain access to support and updates all licenses used at a site must be maintained at the same version and support level.
Technical Support Process
Technical Support includes troubleshooting of suspected environmental conflicts, protocol errors and product defects. Serengeti staff may require the Customer to assist in diagnostic efforts, including performing tests, enabling diagnostic features and providing diagnostic and data files as needed. In order to provide this level of support, Customer personnel contacting Technical Support must be computer literate and capable of rendering such assistance. Where necessary, support requests will be escalated to senior support staff and development staff.
If a problem is deemed to be a software defect in Serengeti software, Serengeti, at its sole discretion, will do one or more of the following: a. fix the defect and provide a patch or update to the Customer; b. notify Customer that the defect has been fixed in a later version of the software; c. suggest one or more alternatives or workarounds that will avoid the defect; d. notify the Customer that the defect will not be repaired in the foreseeable future.
Technical Support will be limited to addressing problems in the use and function of Serengeti products. If Serengeti products fail due to a conflict with the operating system, computer or other installed hardware or software, Serengeti’s obligation will be limited to assisting in the identification of the problem or ruling out Serengeti products as the cause of the problem. When problems arise from suspected incompatibilities in the communications protocol between Serengeti products and another system, Serengeti volunteers to discuss and identify the problems with the staff administering the corresponding system.
Backup Software Copies
Serengeti Systems Incorporated only distributes the current version of any software product. Users are encouraged to maintain backup copies of CDs and/or downloads as needed in the event that the software must be reinstalled due to system failure or other reasons.
Changes to Policies
Serengeti Systems Incorporated reserves the right to change prices and policies at any time.