Support Access Licence Agreement Web Management Studio's customers can obtain access to the Web Management Studio support team for technical support on the Web Management Studio application by purchasing a Support Access Licence (SAL). The general principle of the SAL is that Abilitation will provide technical assistance to the licence holder on a 'best endeavours' basis. Typically, a response will be provided to the customer within one working day. The SAL will be paid for in advance and represents a number of 15 minute 'blocks' of time. Each 15 minute block is known as a Support Token. Accessing the service will consume one or more Support Tokens which will be deducted from the running balance associated with the SAL. SALs may be purchased in five (5) hour increments (representing 5 x 4 = 20 Support Tokens). When the SAL Support Token balance reaches eight (4) Support Tokens (1 hour), Abilitation will issue an automatic reminder to the Customer to enable them to purchase additional Support Tokens and hence 'top up' their SAL. Support Tokens have a service life of 12 months from date of purchase. Once expired, Support Tokens cannot be used to access support and have no transferrable value. Please note that Abilitation will only offer direct support to those Web Management Studio customers that have a valid SAL with available (unused) Support Tokens. Logging Support Requests Support requests should generally be logged via the 'My Support' application in the private Client.net area of the Web Management Studio web site (http://www.WebManagementStudio.com/ClientNet). This mechanism allows the SAL licence holder to post support requests on a 24x7 basis. In exceptional circumstances, SAL holders may contact Abilitation directly on 01474 707 678. Abilitation will respond to the support request either by email and/or telephone as appropriate. In any event, the response will be recorded via the 'My Support' application and the SAL Support Token balance adjusted accordingly. The 'working day' is defined as 0900 to 1700 Monday to Friday (excluding Bank and Public holidays). A response within 'one working day' can therefore be defined as an elapsed time of up to eight (8) hours during this period. For example, if a support request is received at 1400 on a Friday, a response would typically be provided before 1400 on the following Monday. General Terms - Abilitation does not guarantee that a satisfactory resolution will be available to every support request.
- Abilitation shall not in any way be liable for loss incurred by the Customer by any action or situation arising from the response to a support request.
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