Terms of Sevice for Per Incident Support
Per Incident Support is when users that have chosen NOT to be on the RTO Pro support plan choose to pay for support to trouble-shoot a single issue.
Please note these rates are for support
incidents during normal business hours M-F
Please note these rates are for support incidents during normal business hours M-F 9-6 EST.
|Support Incident for Non Gold Support Customer (up to 15 minutes, after 15 minutes you will be charged $50.00 per 1/2 hour. 15 minutes is generally long enough to cover most support issues). If the time to resolve the issue goes over the initial 15 minutes the additional charge will be added to this invoice and be charged to the payment form you paid the initial payment with.||$50.00||
If you purchase the latest upgrade to RTO Pro you get 30 days of support included
|RTO Pro Latest Upgrade if more than 6 months since last upgrade. (Includes 30 days of support, this pricing is per location / company license)||$599.00|
|RTO Pro Latest Upgrade if less than 6 months since last upgrade. (Includes 30 days of support, this pricing is per location / company license)||$299.00|
Terms of Service for Per Incident Support
RTO Pro Software may limit or terminate support service to a customer who uses the service in an irregular, excessive, abusive or fraudulent manner. Terms, conditions, support features, procedures, pricing and support availability are subject to change at any time without notice. Coverage is non-transferable and is valid for the individual purchaser only at a single location.
Support Topic Limitations
Inquiries are limited to the following RTO Pro product areas: installation, upgrade assistance, basic usability and basic functionality, as described in RTO Pro product documentation. RTO Pro may also assist customers with basic connectivity issues for the purpose of using RTO Pro on a LAN (local area network), as long as the end user has a valid network license for RTO Pro. No support plan offered by RTO Pro covers networking issues, hardware troubleshooting, virus removal or operating system restores.
Customers will not be charged for calls (or portions thereof) or emails (or portions thereof) that are the result of a bug in the software that is not yet fixed.
A bug is defined as a situation where the program produces an error or that the program does not perform as designed and documented. A bug in RTO Pro can be identified by these common characteristics: An error or a function not performing as designed that can be duplicated AND has been happening every since you have been using your current version of RTO Pro. If the issue you are having is happening doing something that you have been doing for months or years and then it suddenly stops working this is NOT caused by a bug in RTO Pro. Usually a case like this is caused by a change that was made to your system before the problem started, for example files deleted, uninstalled, infected by a virus or corrupted in your system, either files that are distributed with RTO Pro or Windows system files that RTO Pro relies on to work correctly. An error that reports a hardware failure, hardware issue or network connectivity issue is not a bug.
The term bug does not include enhancement requests or even a customer's expectation that the software should perform or produce results in a certain manner. The customer agrees RTO Pro determines the final outcome as to any discrepancies of opinion in determining what is a bug.
Limitation of Liability and Damages
RTO Pro's sole liability, and the customer's sole remedy, for any loss suffered by the customer arising under technical support will be a 10% refund of the total fees paid by the customer to RTO Pro Software for the 12-month period during which the loss is suffered. Under no circumstances will RTO Pro be liable to the customer for consequential damages.
Disclaimer of Warranties
THE RTO PRO SUPPORT SERVICES ARE PROVIDED "AS IS." RTO PRO HEREBY DISCLAIMS ALL REPRESENTATIONS AND WARRANTIES, EXPRESS AND IMPLIED, REGARDING THE SERVICES OR ANY RELATED MATERIALS, INCLUDING FITNESS FOR A PARTICULAR PURPOSE, QUALITY, MERCHANTABILITY, ACCURACY AND NON-INFRINGEMENT. IN NO EVENT SHALL RTO PRO BE LIABLE FOR ANY SPECIAL, INCIDENTAL, INDIRECT OR CONSEQUENTIAL DAMAGES OF ANY KIND, OR ANY DAMAGES WHATSOEVER, INCLUDING, WITHOUT LIMITATION, THOSE RESULTING FROM LOSS OF USE, DATA OR PROFITS, WHETHER OR NOT ADVISED OF THE POSSIBILITY OF SUCH DAMAGE, AND ON ANY THEORY OF LIABILITY, ARISING OUT OF OR IN CONNECTION WITH THE USE OR PERFORMANCE OF THE SERVICES AND INFORMATION PROVIDED.
RTO Pro may contact RTO Pro customers, from time to time, by mail, phone, fax or e-mail to deliver information and other materials, to advise customers about new products and services, and to measure their satisfaction with the Technical Support Services.
All sales are final on the fees paid for technical support