Support Policies

Effective from 1 September 2009

These Support Policies apply only to supported xAssets Programs and are subject to change.

Technical support is provided for problems related to running a live xAssets system which can be reproduced on computers belonging to xAssets at xAssets offices under one of the test environments listed in the products documentation. Technical support needed to develop or configure the system is not included, and enquiries from developers are dealt with at the discretion of the support engineer handling the call.

Support incidents which are supported:

• Assistance in resolving urgent calls such as server down or application unavailable
• Teething problems and "how tos" in the first three months after installation
• Workarounds for problems caused by flaws in Microsoft technology including WMI security
• Assistance in understanding and resolving error messages
• Reporting, resolution of, and workarounds, for software errors
• Development of SQL statements to assist in query and report development (one incident per customer per month)
• Assistance in the resolution of failing Transformations, XDSL, AMSX and VBS scripts developed by xAssets

Support incidents which are not supported:

• Assistance in the development of additional functionality
• Assistance in the development of Transformations, XDSL, AMSX and VBS scripts
• Assistance in the resolution of failing Transformations, XDSL, AMSX and VBS scripts developed in-house
• Incidents relating to an installation where the hardware or configuration does not meet our System Requirements document

(Technicians may at their discretion give assistance in these unsupported areas where commercially viable and reasonable)

Delivery of Support is through one of the following:

• Telephone
• Email
• Web based assistance using Instant Chat, Forums, Webex, Citrix, Cisco VPN, Microsoft VPN or CheckPoint as determined by the xAssets technician.

Problems requiring on-site attendance will require a Purchase Order for appropriate time and expenses at current rates.

In order to receive technical support you must have paid Technical support subscription fees for the xAssets product with which you are requiring support. Technical support fees are payable by subscription annually in advance. Once fully paid you have the right to contact xAssets by telephone, email or a web submission form.

If you allow your support subscription to lapse then a fee of 150% of the annual technical support fee will be due if you wish to renew up to 12 months after the lapse. Customers will need to purchase the product again if the support subscription is lapsed for a period of 12 months or more.

If you do not allow your support subscription to lapse then xAssets may not increase your support fees by more than 5% per year.

Any of your employees, contractors or agents may use this service provided they are using a licensed product in accordance with its associated license agreement.

Support incidents receive up to 15 minutes problem determination before being placed on our call logging systems.

Technical support service contracts can be cancelled and are refundable on a pro-rata basis. An administrative charge may apply.

Before placing a call it is possible to check if a solution has been published on the xAssets.com support site.

Before placing a call you should prepare the following information:

• Your contact information including name, email addresses, fax and telephone numbers
• Your company name
• Full details of the server operating system version and service packs
• Full details of versions and service packs of IIS, Sql Server, MTS, COM+, MSXML
• Steps to reproduce the problem
• Screenshots saved as jpegs
• A detailed description of the problem

The software products supported at present are:

• xAssets Enterprise Version 5.0
• xAssets Discovery Version 5.0
• xAssets Fixed Asset Manager Version 5.0
• xAssets Network Discovery Version 6.0 through 6.3
• xAssets Fixed Asset Management Version 6.0 through 6.3
• xAssets IT Asset Management Version 6.0 through 6.3
• xAssets IT Service Management Version 6.0 through 6.3
• Custom Solutions developed with xAssets Enterprise Framework
• Any service packs applying to the above

Your hardware and configuration must meet the required client and server configurations specified in the Document "System Requirements", which was included in your installation CD/Download.