NetMAX E-Mail Powerpack Package Support Policy

Effective Immediately - Last revised 09/07/2004. 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 Network Server Software product, packaging materials, user and installation manuals, electronically stored materials, marketing materials or advertising materials.

Support Pre-requisites:

Support for the NetMAX E-Mail Powerpack package is available to those customers who are eligible, as defined below. All criterion must be met in order to guarantee quality of service and timely resolution:

• Customer legitimately owns - and is currently operating - a NetMAX Professional product on which the NetMAX E-Mail Powerpack package is documented to run.
• Customer has purchased a license code from Cybernet Systems for the NetMAX E-Mail Powerpack package.
• Customer has registered the license code as described at http://register.netmax.com.
• Customer has installed/attempted to install the NetMAX E-Mail Powerpack package on a viable platform according to the online insructions, without modification or deviation (See link below under "Online Support Option" for instructions).
• Customer has opened a support ticket for the product at http://register.netmax.com detailing the problem in question.

Online Support Option:

Our complimentary online support site contains documentation on how to perform the most common tasks with the NetMAX E-Mail Powerpack package, and can be accessed 24 hours a day 7 days a week.

To access this service, click here, or follow the steps below:

1. Using your web browser, access http://www.netmax.com.
2. Click the Support link at the top of the page.
3. Click the link labelled "Knowledge Base" on the resulting page.
4. Click the item under "Subcategories" that has an image of a folder next to it and is labelled "Certified NetMAX Addon Packages."
5. Finally, click the item under "Subcategories" labelled "SpamBouncer - Procmail based mail filter."

Installation Support:

NetMAX Installation support for the NetMAX E-Mail Powerpack package may be obtained for $50 at the time of purchase or at the time of registration. This includes up to an hour of technical support to be used within 30 days of purchase to complete your software installation up to the point at which the NetMAX E-Mail Powerpack software daemon is running on your NetMAX Network Server Software powered server.

If you require technical support beyond installation, it can be purchased at normal NetMAX Support rates, provided that you meet the support prerequisites.

To receive support, please follow these steps:

1. Be sure to review the documentation here for additional online information that may answer your questions immediately.
2. You are required to register your product online prior to contacting support.
3. You may contact us by using web based system,or by telephone.

For Support By Phone Call: 734-668-2951

Hours are 9:00 AM to 6:00 PM Eastern Time - Monday through Friday.

Consulting Services

The consulting services option is for those customers that require more detailed assistance with the NetMAX E-Mail Powerpack package. In general these services may require a greater amount of time and resources and a project estimate will be provided prior to beginning work. This service can be purchased at normal NetMAX Support Consulting rates. Examples of consulting services include:

Example Consulting Services include:

• Cybernet provided custom design of a spam screening configuration. This includes installing of the NetMAX E-Mail Powerpack package and creation of customized screening rules for an email server.

• Alterations of NetMAX E-Mail Powerpack package to include functionality and/or features not currently supported.
• 3rd party products or other GPL software installation assistance or database integration.
• Performance tuning/benchmarks.
• Web programming or custom web architecting.
• OS Debugging.

Support Incident Closure

An incident or consulting session is considered closed when: an acknowledged corrective action or solution is provided, a resolution (either corrective or non-corrective with an explanation) is provided, or if after 2 business days from the last contact from NetMAX Support to the customer with a problem resolution recommendation there is not a status response back from the customer.

In closing an support incident, the final result may be that the desired outcome is not possible due to product constraints, compatibilities, time, network environments or other factors beyond NetMAX Support's control. NetMAX Support will provide assistance to the best of its abilities but does not guarantee a final outcome when a support incident or project is undertaken.

Modifications to the Operating System

The NetMAX Network Server Software, while being based upon a Linux distribution, is really a series of products designed to provide specific solutions for a business. If you are a technically savvy individual that is interested in modifying the open source operating system and modules associated with it, you may do so. However, due to the many issues involved with supporting the modified package, such changes will remove any warranties and may not be supported by NetMAX Support.

Disclaimer of Warranty - Unless otherwise explicitly stated, the products or services supplied are provided "as is". Cybernet Systems expressly disclaims all warranties, either expressed or implied, including any implied warranty, merchantability, or fitness for a particular purpose. Cybernet Systems shall have no liability to anyone for incidental or consequential damages or any other liability, loss or damage arising out of or related to the products, services or information provided, even if Cybernet Systems or an authorized representative has been advised of the possibility of such damage.

Limitation of Liability - Cybernet Systems shall not be liable for any damages suffered as a result of using products or services described herein. In no event shall Cybernet Systems be liable for any indirect, punitive, special, incidental, or consequential damage including loss of business or goodwill, revenue, profits, use, data or other economic advantage, however it arises, whether for breach or in tort, even if Cybernet Systems has been previously advised of the possibility of such damage.

Cybernet Systems will from time to time clarify or alter this Support Policy, and reserves the right to do so at any time. Such changes and alterations will always appear first on this page, and the policy listed on this page at the time of the inital support call will apply for the duration of the incident, even if the policy is altered in the interim.