NetMAX Support Policy

NetMAX Support Policy

Effective Immediately - Last revised 02/01/2007. Policies are subject to change without notice.

This support policy supercedes all previously documented policies and any other outlined support offerings that may be found on any NetMAX product, packaging material, user and installation manuals, electronically stored materials, marketing materials or advertising materials.

All current NetMAX products are supported by our NetMAX Support Team, as well as by many complimentary online resources. These complimentary resources for your unlimited use include the NetMAX knowledge base, online installation and user manuals, configuration documentation, a user forum, troubleshooting guides and software downloads. NetMAX Support encourages users to access these resources before making a paid support incident call to NetMAX Support. The resources are available at the NetMAX Support website:

http://www.netmax.com/support

The purchase of a NetMAX 5.x product from a legitimate source (Cybernet Systems and NetMAX Resellers listed on our Partners Listing) entitles the purchaser to one complimentary hour of technical support with the following conditions:

This support must be used within the first six (6) months of purchase.
The complimentary hour cannot span more than two individual support incidents, except in cases involving a NetMAX bug, as defined further below. Such cases will not count against this time.

Technical support for NetMAX products can be purchased for the current version of NetMAX (L2.4Pv5.x) at the rate of $60 per half hour. Technical support for retired products can also be purchased at a rate of $60 per half hour, but NetMAX support may only be able to provide technical support for older products in a limited capacity.

Technical support incidents that involve a bug in NetMAX, as defined by Cybernet Systems, will not incur support charges of any kind. This determination cannot be made until the conclusion of a support incident, however.

Some users may be able to avoid a service call by walking through the most common questions that customers have. A document detailing these questions can be found on the NetMAX website:

http://www.netmax.com/fom/cache/421.html

Online support requests may be submitted to:

https://www.netmax.com/order/support/support.cgi

After registering your product, online requests for NetMAX technical support can be submitted through a web based ticket system. This communication tool offers many advantages over basic email submission including: secure transfer of your support payment information, faster and more accurate responses with greater detail, save ability for future reference and improved incident tracking. Support questions sent by ordinary e-mail to "support@netmax.com" will automatically refer you to the web based support request system.

To receive NetMAX support, please follow these steps:

Be sure to review the user manuals and readme files on the CD-ROM and visit: http://www.netmax.com/support for additional online information that may answer your questions immediately and without cost.
Make sure your NetMAX product has been registered online, as this is required prior to recieving support.
Please have your completed server configuration worksheet available when contacting support.
Contact us by using the above web-based system or by telephone. The phone number for NetMAX Support is 734-668-2951.

NetMAX Support is provided between 9:00 am and 6:00 pm Eastern Standard Time (EST), Monday through Friday. Any revisions to this schedule due to events such as U.S. national holidays will be posted to the front page of the NetMAX website:

http://www.netmax.com

NetMAX reserves the right to revise this policy as needed, and may do so at any time. The most recent version of this policy can always be found on the NetMAX website.

If you have questions about this policy, please feel free to contact NetMAX online using the form at:

http://www.netmax.com/partners/contacts.html

As always, thank you for choosing NetMAX!