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.
Annual Maintenance for Robo-FTP software products is mandatory and must be renewed before the expiration date
of the current term. Contact SMA Technologies Sales for renewal pricing.
Be sure to set a calendar reminder to contact SMA Technologies 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.
SMA Technologies only actively supports the latest version of all Robo-FTP solutions. Customers who are experiencing an issue or have questions about an older version of Robo-FTP or Robo-FTP Server should upgrade to a currently supported version.
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.
There are two ways to open a support ticket:
Option 1 – Web Site. Use the Robo-FTP web site to contact Customer Support. All non-emergency cases should be opened this way.
Option 2 – Phone. Phone support is for Customers experiencing a production outage or need emergency assistance. This number is staffed 24 hours per day, 7 days per week for Production Outages (P1 or P2). Please refer to our Support Priority Levels. If contacting us outside of normal business hours via the telephone, leave a message and the system will page the on-call person.
All calls received that are NOT Production Outages (P1 or P2) are subject to a fee of $250 per hour.
All other inquiries should be submitted via the web site and a Support Technician will reach out the next business day.
Technical Support includes troubleshooting of suspected environmental conflicts, protocol errors and product defects. SMA Technologies 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 SMA Technologies 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 SMA Technologies software, SMA Technologies, 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 SMA Technologies products. If SMA Technologies products fail due to a conflict with the operating system, computer or other installed hardware or software, SMA Technologies’ obligation will be limited to assisting in the identification of the problem or ruling out SMA Technologies products as the cause of the problem. When problems arise from suspected incompatibilities in the communications protocol between SMA Technologies products and another system, SMA Technologies volunteers to discuss and identify the problems with the staff administering the corresponding system.
SMA Technologies offers Professional Services. Please contact Sales if interested.
SMA Technologies 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.
SMA Technologies reserves the right to change prices and policies at any time.
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