ProductCart Technical Support and Software Updates Policy

Terms and Conditions under which Technical Support and Software Updates are provided to owners of a ProductCart software license

PLEASE NOTE: A new policy went into effect on September 15, 2009, introducing the new Support & Updates Plan. If you have questions on the new Technical Support & Updates Policy, please see these answers to frequently asked questions.

(1) Quality of Customer Service

At Early Impact we take pride in the level of customer service we provide to ProductCart users. Support requests are answered quickly and accurately. Customers are often surprised by the speed and quality of the technical support they receive from us and often express their satisfaction with the level of customer service they experienced (see some customer testimonials).

That said, technical support is always provided on a "best effort" basis and there may be times when our response time is not as quick as usual.

Technical support as well as pre-sale and post-sale customer service is not outsourced to a third party, but rather provided directly by our knowledgeable staff.

(2) Technical Support Terms Summary

Technical Support on ProductCart to Early Impact customers is provided as follows:

1. Direct Technical Support
   Early Impact provides direct technical support to ProductCart users who purchased the software from the Early Impact Software Store. Users that purchased a ProductCart license from an authorized ProductCart Reseller are required to obtain technical support directly from the reseller, or they can purchase the Support & Updates Plan from Early Impact.
   1. Free Initial Support
      Technical support is provided free of charge for 30 days since the day a new ProductCart licenses is activated.
   2. Support & Updates Plan
      Technical support via e-mail after the initial 30-day period is provided through the yearly Support & Updates Plan on all products unless otherwise specified below under Products excluded from Support & Updates Plan
2. Documentation and Forum
   Frequently updated help resources include the ProductCart WIKI and our User forums. These resources are available to all users of ProductCart, regardless of where they purchased their ProductCart license.

(3) ProductCart Technical Support & Updates Plan

ProductCart users receive technical support and free software updates and upgrades through the ProductCart Technical Support & Updates Plan, which is a yearly subscription. The terms and conditions under which the subscription is sold are available on the Early Impact Software Store at https://www.earlyimpact.com/eistore/productcart/pc/ProductCart-Technical-Support-Updates-Plan-118p463.htm. The services provided under the Plan are as follows.

1. E-mail Only
   Support is available via e-mail only through Early Impact's support system. Technical support via telephone is not available at this time. However, we will initiate phone calls when needed.
2. Support Ticket Submission Requirement
   Customers must initiate a support request by logging into their account on the Early Impact Software Store and submitting a support ticket using the Support Ticket Submission Form.
3. 24 Support Tickets per Year
   Customers may submit up to 24 support requests a year via the Support Ticket Submission Form. Most users never get close to this number. If you reach the 24-ticket limit, you will be able to purchase additional Support Incidents.
4. ProductCart Default Features Only
   Technical support is limited to ProductCart's existing features, and does not include:
   1. assistance on customizations that you may apply or have already applied to the software source code
   2. assistance on third-party applications used in conjunction with ProductCart
   3. assistance updating or upgrading ProductCart to a new version
   4. assistance with the integration of the customer's graphical interface
      
   5. assistance with the XML tools (the XML Tools come with a well-documented SDK)
   6. assistance with issues that have been resolved in a later version. If an issue in the version of ProductCart that you are currently using has been addressed in a new version, you will be asked to update or upgrade to that version. If you wish not to do for any reason, you may purchase ad-hoc support to have our team review and address the issue on the current release, assuming this is technically possible (in some cases it is not).
5. Software Updates
   The ProductCart License Key associated with your ProductCart Technical Support & Updates Plan subscription will have access to the following software:
   1. Software updates and upgrades to the version of ProductCart that you have purchased.
   2. Software updates are provided under the same terms and conditions which govern your use of any ProductCart software, and which are contained in the ProductCart End User License Agreement.
6. License-Specific (Store-specific)
   Technical support and software updates and upgrades are provided only for the ProductCart-powered store that is associated with the License Key entered at the time the ProductCart Technical Support & Updates Plan subscription is purchased.

(4) ProductCart Software Updates Plan - Resellers only

The ProductCart Software Updates Plan is for resellers who wish to allow a client's license to receive updates and upgrades, but to whom the reseller provides all ProductCart technical support. The terms and conditions under which the subscription is sold are available on the Early Impact Software Store at https://www.earlyimpact.com/eistore/productcart/pc/ProductCart-Software-Updates-Plan-124p464.htm. The services provided under the Plan are as follows.

1. Software Updates
   The ProductCart License Key associated with your ProductCart Software Updates Plan subscription will have access to the following software:
   1. Software updates and upgrades to the version of ProductCart that you have purchased.
   2. Software updates are provided under the same terms and conditions which govern your use of any ProductCart software, and which are contained in the ProductCart End User License Agreement.
2. License-Specific (Store-specific)
   Technical support and software updates and upgrades are provided only for the ProductCart-powered store that is associated with the License Key entered at the time the ProductCart Software Updates Plan subscription is purchased.

(5) Products Excluded from Support & Updates Plan

The following products are excluded from the Support & Updates Plan as described below:

• ProductCart Synchronizer for Use with QuickBooks
  This product requires separate Support Incidents. Two incidents are included with each purchase.
• ProductCart v2.x
• ProductCart v3 Upgrade
  If you are running version 2 of ProductCart, you will need to purchase the v3 Upgrade. If you are running version 1 of ProductCart, you will need to purchase both the v2 and v3 upgrades. Once you have upgraded to v3, all other updates and upgrades are included for the duration of the Plan.