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Software Technical Support/SLA
Software Technical Support and Service Level Agreement (SLA) describes the minimum guaranteed service levels provided to our customers.

SLA publication / modification dates:

  • Publication date: July 28, 2004.
  • Modification date: August 05, 2006.
  • Modification date: December 05, 2007.
  • Modification date: May 03, 2009.
1. General
1.1 Josytal, as software publisher, strives to solve quickly and effectively all questions that may arise in connection with installing, configuring, using our products as well as other kinds of questions, namely, in connection with registering, buying, claiming money-back etc.

Josytal technical support service helps to settle problems outlined in this document according to the established Service Level Agreement.

1.2 Before you address your question to the technical support service, you should study all the reference information available in product documentation, online answers to Frequently Asked Questions (FAQ) and also online license activation and management center

1.3 The technical support cannot resolve problems that concern the maintenance of a third party software product(s).

2. Support and Assistance
2.1 Josytal aspires to answer customer questions as soon as possible, namely in a few hours or a single business day, however due to potential complexity of issues Josytal guarantees to provide email support to customer in the following categories within the maximum of 2 business days:

  • full assistance in setting up and configuring software products;
  • full assistance in downloading, purchasing and registering software products;
  • basic assistance in all possible issues indirectly connected with software products.
Full assistance means that very detailed help (with added screenshots and precise instructions, if necessary) will be provided to fully fit particular problem situation.
Note: requests of registered users are processed in the first instance. Josytal  does not guarantee any support for unregistered users, however  their requests and questions will most likely be addressed on regular basis.

2.2. Problems that cannot be resolved in the context of the current software version are slated for fixes to be included in the subsequent update. However, technical support service cannot guarantee a fixed problem-solving date or time.

3. Product Guarantee
3.1. Josytal guarantees that its software located for download on Josytal website is virus free and contains no spy-ware, ad-ware or trojans. Otherwise software products are provided "AS IS" without warranty of any kind.

4. Technical Support Procedure
4.1 Tech support request can be sent in any of the following ways:

  • by using the Contact us/feedback form at the site
  • by sending an e-mail to support department (support [at] josytal.com)
4.2 Assistance will normally be available from 10:00 AM to 7:00 PM GMT, Monday through Friday. Phone coverage may not be available at all times. Requests can be submitted online or by e-mail 24 hours a day.

4.3 In order to ensure quick and efficient support, please provide the following information with your inquiry:

  • First name, Order-ID (for registered users).
  • Product name and version.
  • Operating system name and version (with service packs installed).
  • Full problem description.
  • Step by step instructions on how to repeat this problem situation
  • When sending a support request via the e-mail, you may include screenshots and other images that can help to identify and resolve the problem
  • Any other information you think will help us to solve your problem
4.4 The following reasons can delay or abort consultancy:
  • A problem cannot be reproduced using similar hardware configuration
  • A user cannot give enough information required to resolve the problem
  • The problem requires custom improvements or unplanned software update
  • A user carries out actions that violated end user license agreement (EULA) or technical requirements for installation and use of JosyTal products; exceeds the allowed number of software installations, etc
  • Usage of unlicensed copies of JosyTal or third party products
  • The question is beyond the technical support service scope
  • The question is incorrect or client's replies are inadequate
4.5 The following issues are beyond the technical support scope:
  • Consultation on general principles of programming
  • Implementation of custom, user defined logics and algorithms
  • Diagnose of user software components
  • Customized versions of program components
  • Modification of existing code to adopt them for specific business tasks, unless such modifications are in some way related to essential bug fixes
5. Technical Support and Software Updates Subscription
5.1 Technical support and updates subscription (tech support) includes:
  • Free tech support
  • All program updates released during subscription period
  • Free replacement of license/activation code in case of computer loss or any similar major incident
  • 24/7 access to our online license activation and management center where users can manage their licenses.
5.2 In case of total computer loss as a result of theft, fire or any other similar incident, free license replacement will be issued only if valid tech support subscription is available and if appropriate document which describes this incident is provided. 

5.3 Subscription period automatically starts after purchase order is processed and includes the current version of purchased product.

5.4 Each user is entitled to free tech support for a limited period of time - one calendar year from the ordering date. 

5.5 When subscription expires, User may extend tech support subscription for another period of one calendar year from the ordering date.

5.6 User may continue to use current version of purchased software after expiration of tech support subscription. However, he will no longer be entitled to tech support benefits listed in 5.1

5.7 Tech support subscription can be extended at any time in future.

5.8 Users are notified about new updates and fixes via Josytal newsletter.

5.9 By default, each user is subscribed to Josytal newsletter. User can unsubscribe at any time, using Josytal online license activation and management center.

5.10 Users should always make a backup copy of Josytal product, since Josytal may not be able to provide old versions of software product on request.

5.11 New builds may not always fully compatible with previous releases. 

5.12 Latest build can be requested/downloaded in Josytal activation center. Valid tech support subscription for appropriate product is required in this case.
 

The date of latest version of SLA is indicated at the top of this document. In case of SLA modifications, changes will be indicated on top of this document as well as listed in our news page. In addition Josytal would like to assert that SLA will not be changed arbitrary without reasonable cause.

Josytal reserves the right to modify, add or remove any terms or conditions of this SLA without prior notice or liability. Any changes to this SLA shall be effective immediately following the posting of such changes on Josytal.Com web site.