Software Technical Support Policy

This is a WIP policy that is not complete and should not be released

Overview

Unless otherwise stated, this Software Technical Support Policies applies to technical support for all PainChek product lines.

"You" and "your" refers to the individual or entity that has ordered technical support from ePAT Technologies Ltd.  "We", "us" and "our" refers to ePAT Technologies Ltd, the supplier of the PainChek system.

To receive technical support as provided by ePAT Technologies as described in this Policy, all programs must be properly licensed.

Technical support is provided for issues (including problems you create) that are demonstrable in the currently supported release(s) of a PainChek licensed program, running unaltered, and on a certified hardware and operating system configuration, as specified in your order or program documentation.

This Policy is subject to change at our discretion; however policy changes will not result in a material reduction in the level of the services provided for supported programs during the support period for which fees for technical support have been paid.

Support Terms

License Fees

License fees are due and payable annually in advance of a support period, unless otherwise stated in the relevant order with ePAT Technologies Ltd.  Your payment or commitment to pay is required to process your technical support order with us (e.g., purchase order, actual payment, or other approved method of payment).  An invoice will be issued only upon receipt of your commitment to pay, and will be sent to a single billing address that you designate.  Failure to submit payment will result in the termination of technical support services.  Technical support will be provided pursuant to the terms of the order under which it is acquired.

Support Period

Technical support is effective upon the effective date of your order unless stated otherwise in your order. If your order was placed through an online store (e.g. the Apple Store or the Google Play), the effective date is the date your order was accepted by us.  Unless otherwise stated in the order, PainChek technical support terms, including pricing, reflect a 12 month support period (the "support period").  Once placed, your order for technical support services is non-cancelable and the sums paid non-refundable, except as provided in the relevant order.  

We are not obligated to provide technical support beyond the end of the support period. 

Unsupported Devices and Program Versions

Customers with unsupported hardware, unsupported operating systems or unsupported program versions are not entitled to receive technical support services for those unsupported items.  However, we may chose to assist you (at our discretion) with upgrading your unsupported PainChek program versions to a current, supported version.