All use of Robo-FTP products is bound by the terms of the Robo-FTP End-user License Agreement (EULA). The full text of the EULA is displayed at the beginning of the software installation and may be viewed here.
Fully-functional evaluation versions of Robo-FTP products may be downloaded at no charge. Pre-sales support is provided to help ensure a successful evaluation before purchasing the product. We strongly encourage all customers to take advantage of these resources to verify that Robo-FTP will meet their needs prior to making a purchase.
All Robo-FTP products may be returned for a full refund (less shipping charges) if the following conditions are met:
- It is within 30 days of the date of purchase.
- The customer has encountered a technical defect in the product which prevents the use of the product.
- The customer has worked in good faith with Technical Support and Technical Support is unable to resolve the issue.
Annual Maintenance for Robo-FTP software products is mandatory and must be renewed before the expiration date
of the current term. Contact Serengeti Sales for renewal pricing.
Be sure to set a calendar reminder to contact Serengeti Sales to renew annual maintenance for your software. We send an automatic notification by email when a renewal is due, but we cannot guarantee that our renewal notification e-mail will not get trapped by your spam filter.
Standard and XE
Serengeti Systems Incorporated only actively supports the current version of a software product for customers with the Standard or XE support level. Robo-FTP Technical Support will only assist in troubleshooting of issues using the current version of the software.
Customers who are experiencing an issue or have questions about an older version of Robo-FTP or Robo-FTP Server but do not have an Enterprise or Enhanced Enterprise support agreement have three options:
- Upgrade to an Enterprise or Enhanced Enterprise support agreement that would provide access to support for older versions of Robo-FTP and Robo-FTP Server (includes phone support and email support with a one hour guaranteed response time).
- Hire our Professional Services team at an hourly rate to look into this issue.
- Install the current version of the software.
Customers with Enterprise support agreements are able to receive support on older versions of the software. However, the solution of some issues may require the user to upgrade to the current version.
Customers with Enhanced Enterprise support are able to receive support on older versions of the software as well as security patches and bug fixes to older versions within five years of the release date where possible. Some fixes require major architectural changes that would be very difficult or impossible to back-port and run such a high risk of introducing instability that it would not be less risky than simply upgrading to the latest version of the software. Serengeti Systems will, at its sole discretion, determine when an upgrade to a newer version is necessary.
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.
During the support term users will have access to technical support as well as all software updates as they become available. In order to maintain access to support and updates all licenses must be maintained at the same version and support level.
Standard: Open ticket via web site, subsequent communication by email. No guaranteed response time. 9:30am-6:30pm US Central Time, Mon-Fri (excluding US holidays).
XE: Open ticket via web site, subsequent communication by email. 4 hour response time. 9:30am-6:30pm US Central Time, Mon-Fri (excluding US holidays).
Enterprise: Open ticket via web site or phone, subsequent communication by email or phone. 1 hour response time. 9:30am-6:30pm US Central Time, Mon-Fri (excluding US holidays).
Enhanced Enterprise: Open ticket via web site or phone, subsequent communication by email or phone. 1 hour response time. 24x7 (Customer must have a contact available to work with Technical Support for issues outside of our normal business hours).
Time to Resolution: Response times listed above refer to the time between submitting an issue and receiving an initial response from Technical Support. The actual time to reach a resolution for an issue may be longer, particularly if resolution requires changes to the software. Engineering resources available to devote to any specific issue are prioritized according to support level, with Enhanced Enterprise Support receiving the highest priority.
Technical Support requests may be submitted by phone or web, depending on support level (see Support Levels above).
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. Customer must provide a single point of
contact to work with Serengeti staff to resolve the issue. 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 be addressed in a future release of the product; e. 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.
Serengeti Systems Incorporated offers Professional Services at an hourly rate. The minimum block of time that may be purchased is eight hours. Professional Services hours must be used within 30 days of purchase.
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.
Serengeti Systems Incorporated reserves the right to change prices and policies at any time.
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