Limitations of Technical Support Services. 1. Technical Support Services do not support all software, hardware or Internet-related products, applications or features and we reserve the right to defer support issues to your equipment or software vendor. Technical Support Services do not include training on hardware or software use.
Limitations of Technical Support Services xpertcare Technical Support Services as outlined in Section 1 are restricted to requests for assistance for basic problem solving and diagnostics; install/uninstall errors; license registration; missing or damaged media; clarification of associated software documentation; application of software features; and explanation of calculation warnings and errors. Examples of topics that are not covered as Technical Support include, but are not limited to: setup, installation, and registration of unsupported software products; hardware support; general engineering advice on the design of the model; unsupported data import and conversion (from data sources not supported as per the XP Solutions website); and customized utilities that interface with the Software. In addition, xpertcare Technical Support Services do not include the diagnosis and rectification of any fault arising from the improper use, operation or neglect of either the Software; modification of the Software; failure by the Licensee to implement recommendations relating to solutions and faults previously advised by XP Solutions; and any use of the Software for a purpose for which it was not designed. xpertcare Technical Support Services are available throughout the term of your Subscription Monday to Friday during the normal business hours of the XP Solutions Office or Authorized Distributor defined on your Certificate, excluding observed national and religious holidays. A response to a request for support may consist of receipt of and acknowledgement by XP Solutions of your request for support, and may or may not include answers to your request for support. You acknowledge and understand that no software is perfect or error-free, and that despite its commercially reasonable efforts, XP Solutions may be unable to provide answers to or resolve some or all requests for support. XP Solutions makes no promises, guarantees, or assurances of any kind that it will be able to provide answers for or resolve the requests for the support you seek.
