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.
| 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
General Policies
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.
Program Bugs
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.
Privacy Policy
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.
Refund Policy
All sales are final on the fees paid for
technical support