Paid Technical Support - Reasonable Service Terms
NCH Software offers support packages when you purchase our products.
- When you buy a support package it means if you have any difficulty using one of our products our technicians will do their best to try to help you resolve the problem.
- This does not mean the technician will setup your computer or the product for you. It means only that they will help when problems arise.
- It also does not guarantee that they will be able to solve all problems. It means only that they will do their best.
- Our technicians will only address support questions that directly relate to the current version of our products. It is not a general consulting service covering general matter relating to your computer or other products.
- The first time you need telephone support you need to first request a contact online so that a proper phone number and contact is provided. Calls must be made to us at our office. Calls are only answered during normal Australia working hours on Australian working days.
- Our support packages are not unlimited. Our usual charge rate for professional technicians is $US85 per hour. Support packages are intended to reflect normal reasonable requirements.
Reasonable Support Expectations:
Silver Level: |
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Up to 3 email consultations (10 minutes each consultation) |
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Gold Level: |
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Up to 6 email consultations (10 minutes each consultation) |
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Platinum Level: |
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Up to 9 email consultations (10 minutes each consultation)
Plus
Up to 2 telephone consultations (15 minutes each consultation) |
Anything beyond this will be charged to you at our standard charge out rate for technicians.
- Any support package is limited to the person who purchased and locked to their email address. Support packages are not transferrable. Unused support packages are not refundable.
- Any support is provided on the basis that, while we make every effort to provide you the correct information, we will not be liable for any loss that might arise if we accidentally provide wrong information. If you are engaging in activity which could cause serious loss if things go wrong you must retain another computer professional consultant to validate and test the systems well before use.
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