Yearly Support Subscription
The yearly support subscription will provide *unlimited phone support during support hours which are: (M-F, 9-6 EST). Unlimited support also includes: fax support, e-mail support, and an online support forum. The support subscription provides software update protection. This gives you access to all patches and upgrades that are released while the support subscription is in effect.

The Support Subscription runs one year from the date the software was originally purchased and may be renewed on that purchase anniversary each year. If this is your first year using SherWare software, you are required to purchase one year of support, which will be at a reduced cost of 15 percent of the software application purchase.

The cost of the support subscription depends on the software application installed. If you have multiple applications installed, support is purchased separately for each. One support subscription will not cover multiple applications. Support must also be purchased separately for each off-site location.

All prices are 20 percent of the cost of the software application. Please review your enclosed price list to determine the correct price for the package you are purchasing.

Terms and conditions of support, support features, pricing and support availability are subject to change at any time without notice. Support is available only to registered users of currently supported versions of software. You may request a copy of the current Support Policy at any time.

One Time or Per Incident Support
Technical support is available weekdays between 9 a.m. and 6 p.m. EST for clients who do not renew their support subscription. One time or per incident support will not give you access to any updates to the software. You must have a valid credit card on file with SherWare in order to receive one-time or per incident technical support.

One Time Support e-mails or telephone calls cost $60/per incident. You will be asked for a credit card number to charge the support fee to before the support technician can provide help.

Contacting Support
You may contact support by phone, e-mail, or fax.
(330) 266-1198 - Local Phone
(888) 446-2218 - Toll Free Phone
(866) 338-1254 - Fax
support@sherware.com - e-mail

Support Forums
Current subscribers to support can also find and ask questions on our online support forum. This can be found by logging on to our Web site at www.sherware.com/forums.

Support Service Level
SherWare, Inc. will attempt to respond to all Support requests within two hours of the request being received by voice mail, e-mail or fax.

Renewing/Continuing a Support Subscription
All registered users of SherWare, Inc. will be given the opportunity to purchase the Support Subscription before the anniversary date of their software purchase. Paying this invoice will continue your support subscription for another year. If you do not wish to continue support, simply let us know and we will void the invoice.

Reinstatement to Support
If you are not current on support you may be charged a reinstatement fee in addition to the cost of the support subscription for the current year.
" A reinstatement fee of 50 percent of the current support subscription cost will be required in addition to the current support subscription if a support subscription has been lapsed for one year.
" A reinstatement fee of 75 percent of the current support subscription cost will be required in addition to the current support subscription if a support subscription has been lapsed for two years.
" A reinstatement fee of 100 percent of the current support subscription cost will be required in addition to the current support subscription if a support subscription has been lapsed for more than two years.

Upgrading
SherWare will release upgraded versions of the software from time to time.

Current support subscription holders are entitled to the upgrades at no extra charge.

Non-current support subscribers can purchase an upgraded version of the software for 25 percent of the current software price.

Software can be upgraded to a higher level of SherWare software at any time. The cost of the new software is calculated by taking the new software cost minus what you paid for the original software. Optional modules, training, and support, etc. are not included in calculating what you have already paid.

When switching between software applications, you agree to destroy any installation CDs, manuals and other information from the old program. You are not entitled to continue using both programs. If you want to use both programs you must purchase the second program at full price.

Off-Site Licenses
The support subscription is held by only one company or individual. If the company is sold or divided up into multiple entities, only one of these entities can keep the support subscription.

If a company branches into multiple offices at different locations only one of these branches will hold the software license and support subscription. An off-site license and additional support subscription is required for each additional branch.

An off-site license allows you to install the software at an off-site location from the main company office location. The license entitles the software to be used only for the company in whose name the license was obtained for.

If you are going to be the off-site location for more than one company or are going to use the software for a company other than what you are licensed for, then you are required to purchase the full version of the software.

To obtain support and updates to the software at an off-site location, support must be purchased separately from the main office location. If a main office location has more than one off-site location support must be purchased for each location separately.

Abuse Policy
SherWare, Inc. reserves the right to limit the length of each telephone call and the number of incidents per call, as well as the number of times per day and week a company may call to prevent abuse of the support service. Profanity, personal attacks and/or threats to SherWare, Inc. support personnel via e-mail, telephone or fax will not be tolerated and could subject you to having your support subscription terminated.

Support Incidents
An incident is defined as (a) a single issue or problem that a user asks a support representative to analyze or resolve; (b) a product usage question that involves a single topic on a drop-down menu or one report. The support representative will determine how many incidents will be handled during the course of the telephone contact. Support is limited to SherWare installation and basic functionality.

*The Basic subscription of Oil & Gas Disbursement and JIB Manager has a limit of 20 support incidents annually.

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