eValid™ -- Automated Web Quality Solution Browser-Based, Client-Side, Functional Testing & Validation, Load & Performance Tuning, Page Timing, Website Analysis, and Rich Internet Application Monitoring.

Description
A Maintenance Subscription is available on eValid products at an additional 20% per year (at least 12 full months) of the current list price of the eValid product configuration licensed. Maintenance Subscription benefits include all of the following.

• Free Product Updates
  You are entitled to free updates of the eValid product for the version. For example, customers with a Maintenance Subscription purchased for eValid V9 #N are entitled to all V9 #(N+) executables, etc.

• Technical Support
  Customers with a current Maintenance Subscription can have Technical Support questions regarding product operation answered by Email or by phone. Please contact eValid using: eValid: Help > E-mail Tech Support, the Technical Support Form, or call eValid customer support engineers direct at +1 (415) 861-2800. Requests sent to us via this route receive priority treatment.

• Regular Technical Notices
  Customers with a current Maintenance Subscription receive regular Email notice of product enhancements, operational suggestions, and related usage information.

• eValid User Forum
  The eValid User Forum provides a variety of technical information about how to use eValid effectively, based on questions asked by eValid users and answered by our technical staff. Over the years there have been over 2,000 posts in over 1,000 topics. The answers to most questions about eValid can be found here -- and all questions posed to the forum are usually answered in a few days after posting.

• Special License Handling
  Customers with a current Maintenance Subscription may be entitled to special license handling and support for eValid product licenses that, for example, have HostName or MAC Address dependence. License swaps of this type are limited to two per year and advance notice of a swap is required. Please contact eValid using the Technical Support Request Form for details.

• Web Quality News (WQN) Subscription Customers with a current Maintenance Subscription
  automatically receive regular Email update issues of the Web Quality News (WQN) information newsletter.

• Automatic Resubscription
  Based on customer requests and to minimize overall delay our practice is to bill you automatically just before your purchase anniversary for continuation of your Maintenance Subscription. In most cases customers who have continued their maintenance subscription for at least 12 months are entitled to free product upgrades in addition to in-version updates.

Purchasing Details
Original maintenance Subscriptions must be purchased within 30 days of the license purchase date for the 20% rate to apply.

Renewal of maintenance subscriptions must be also be completed within the 30-day grace period. After the 30-day grace period has expired your maintenance subscription is considered "lapsed" and cannot be restored without a product purchase.

Updates may be made available to at our discretion at discounts based on the original amounts paid and the length of time since the original purchase was made.

Product version upgrades (e.g. from Version 8 to Version 9) are at least 20% of the current List Price per step, so it generally is less expensive (and also much more convenient) to purchase a Maintenance Subscription within the 30-day grace period.

Obtaining Support
There are multiple ways to request technical support; some groundrules and restrictions apply.

Support of Discontinued Versions
Insofar as possible we will provide technical information and advice on prior and/or discontinued versions of eValid. However, we generally will provide this information based on the capabilities and features of the current product version. Technical changes to discontinued product versions as part of maintenance support are not available.

Limits and Disclaimers
As a practical matter we will do our best effort to address and answer every technical question or incident report as quickly as we can, but we can make no guarantee on when technical questions will be answered or when incidents will be resolved.

Extended Technical Support
In keeping with industry practice, if an excessive number of questions arise from one maintenance subscription we reserve the right, determined in our sole discretion, to provide subsequent technical support on that subscription at a fixed price of $250/incident, or at a consulting rate support of $125/hour actually expended, whichever is larger.

We will inform a customer when subsequent incidents on that maintenance subscription will be chargeable. Typically, consulting level support "kicks in" if the length of time answering a question is greater than 15 minutes or if the customer requests a web meeting to explain an incident. Paid-per-incident product support generally receives priority over unpaid incident support, but that is not guaranteed.