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Licensing, Sales and Support PoliciesAbout Our Software:You are purchasing a license to use the software and any associated materials. The value of software is in the code used to direct the computers you install it upon, and not the media ( CD or Internet ) used to convey the programs. Software is known as intellectual property and the code, its design, its user interface, and its methodologies are owned by MasterLink Software who grants you a license to use it. Software publishers do not provide a warranty on the software because we do not control the computers on which it is installed, other software that may be installed that could damage the operating environment, the operators knowledge, the accuracy of the data entered, or any of thousands of factors that could cause the software to not function as designed. MasterLink Software will evaluate any written ( email ) concerns about the software, and offer regular updates with new enhancements and corrections to any problems, either due to design, or even user errors that are not trapped. Evaluations:We are happy to provide demonstration software to those who wish to seriously evaluate our product. Experience shows that we will provide a disk, training assistance, and installation support. We have also found that many people requests our demonstration packet and then never install the software. Therefore we now offer the demonstration package for sale in our MasterLink Store. The price is nominal, and if you purchase the software we will apply double the demonstration fee toward your payment for the software. Purchasing Software:We provide an online store to order products and simplify the payment process. We do process each order individually and will ship it after confirmation of payment. All sales are final. We provide for a 30 day evaluation before purchasing the products. Therefore we do not accept returns, nor do we provide refunds, after a sale ! Multiple UseOur software is licensed to be used by one business, at one location. You may use it on multiple computers at the one location for the one business, but if you operate at multiple locations, or multiple businesses at one location, you must purchase a separate license for each entity. Discounts for secondary locations do apply. Provided SupportMasterLink Software will provide support services for two calendar year quarters following the licensing of any product. Thereafter users will be required to pay for support services. Our support is very personalized and specific. We must know the nature of the problem to assist. Our Windows based products actually have email capability that will generate a message to tech support, and include the error file from the last incident. It is important to use this when a problem occurs, and to include a brief statement about what you were doing, and what resulted. Our DOS clients will need to generate an email, and attach the error.log file in their servers primary program directory. We respond to emails at the earliest opportunity which could be within a few minutes. Emails are the best means of support because they allow you to have a written response which can be easily followed. Telephone support is more difficult for our clients because they are not always in a distraction free environment. We also will provide support via an on-line connection. We prefer a high speed internet connection using PC Anywhere. We can go online and fix your problems very quickly, but we can also transfer files. Support is not ...Support is not training. We provide extensive documentation and our Executive Management System 2004 documentation integrates to program. From any window in the program you can press an F1 key and have the manual reference page displayed. We provide an on-line manual which is present on each workstation, and we provide files that can be read online ( PDF format ), and a file that can be printed ( Word .doc file ). We do not support hardware. We are a software publisher and do not sell, or support, any hardware or peripheral components. We also do not provide training, or support, in basic Windows operations. We strongly encourage our clients to obtain, and read, one of the basic Windows operation books. These are inexpensive, well illustrated, and only focus on what every user of a computer should understand. We do not provide FREE support. MasterLink Software is a business and has expenses just like your company. If you are an automotive repair center, you must charge for every vehicle you service. We must do the same because we have our staff, contractors, and suppliers to pay for the work and services they provide. Support optionsPer incident block : A support block may be purchased at the online store. This will provide support for one issue and up to 15 minutes of technician time. Once the issue is closed, the remaining time is dismissed. Developer's Partnership Program: Unlimited support is provided annually with DPP participation. Support is defined as individual support services as outlined above, and the provision of all updates issued during the current year either on CD or by internet download. If participation in the program lapses, arrangements must be made directly with MasterLink Software to reactivate the account. No support is provided after participation is suspended. UpdatesMasterLink Software provides updates to DPP members, and to clients who have purchased the program within the past 6 months, at no charge. Updates for all others are fee based, and individuals must contact MasterLink Software directly for the cost. Updates may be provided on CD or by Internet download. |