Support Information

OPENprint comes with complimentary phone support, 30 days after password issuance, or 90 days after sale, which ever comes first. Thereafter, to continue to receive phone support, and have access to all bug-fix, new feature and OS updates, you will need to have a support contract in place, in order to avoid additional upgrade charges.

OPENprint Standard Support Contract Option:

By Purchasing OPENprint Standard Support Contract, part number "SUP," you are entitled to the following:

Technical Assistance: You are entitled to phone-support for any question regarding the installation, use of, or problems related to OPENprint software. ColorSoft will maintain telephone support lines during normal business hours, 9-5 Monday through Friday, Pacific time. In the event that a call is not answered in person, such as during non-business hours, calls will be answered by ColorSoft's voice messaging system. A member of ColorSoft's technical staff will generally contact the end user in need of assistance within 1 to 4 working hours after the request is received. In addition, electronic mail requests are checked twice daily and responses are generally rendered in one business day.

Bug Fixes: If, when calling for Technical Assistance, you report what is determined to be a "critical" error (or "bug") in the OPENprint software (when installed in a properly configured system), and if the critical error requires change in the OPENprint code, ColorSoft will expend its best efforts to correct the error and/or will send new code to you as soon as possible. This usually means one to 30 days, depending on the nature and urgency of the problem. An error shall be deemed critical when it causes system problems, loss of data, or complete printing system failure. For less than critical errors, incremental bug fixes will be made and sent periodically to you, according to the priority of the problem and the needs of the largest number of OPENprint users. The less critical "bug fixes" will likely be held back and released with new features and possibly with OS updates once or twice annually, according to availability. It is possible that no bug fixes may issued during the support period.

Operating System and New Release Version Updates: If your version of OPENprint software intended for use with a certain version of an Operating System, ("OS,") is found to be significantly incompatible with a major, new and sequentially higher version of the OS, then ColorSoft will provide you an update of OPENprint media and user documentation that is compatible with the new Operating System, provided you request it and the OPENprint update is released during the support period. Update(s) will be shipped no latter than such updates are made available to ColorSoft's other customers. The OPENprint upgrades are typically released at a time when a significant number of users upgrade to the new Operating System and have requested an update from ColorSoft.

Distribution: Updated code may be retrieved electronically via internet FTP download from ColorSoft's ftp site, or for major releases, and upon request, by physical media, if original software was purchased with physical media. Update releases, if available during the period will be shipped to the "Ship To" address designated on customer purchase order. For larger site-wide distributions, ColorSoft may provide end-users, OEM, resellers and integrator with a single master update and require that they distribute such updates to all end users. No support certificates will be shipped.

Term: OPENprint Standard Support Contract has a twelve (12) month duration. If support is purchased with the software license, the initial period begins from the date of installation, usually upon password issuance, if any. If support is purchased at a later time, and/or if the contract is in support of a non-passworded version of OPENprint, then the support contract shall start as specified on customer purchase order, or no later than 30 days after date of ColorSoft's invoice, whichever is earlier.

Eligibility: All provisions agreed to herein are contingent on the establishment of a support contract and are limited to the precise OPENprint license for which a contract is established. Standard Support may be ordered at any time, however, in order to avoid separate and additional upgrade charges, the Standard Support Contract must be purchased prior to, and be in force during any upgrade release which follows the initial software purchase. An order for support made after the initial purchase of software should refer to the software license to be supported, by specifying the OPENprint Serial number (as identified on software media label). In the case of multiple site/multiple license customers, an order for support make after initial purchase must also include the site location (address, building, floor, etc.) of the software license. A named end-user support contact, a phone number and an e-mail address for sending minor updates should also be provided.

Support Access Reports or questions for OPENprint software problems or questions are accepted 24 hours a day seven days a week, although through voice mail system during off or busy hours:

telephone (619) 633-3326 (this line only for support contract customers)
fax (619) 350-9364
electronic mail support@openprint.com