Program Support & Maintenance ("PSM"), while strongly
recommended, is optional and not required by the program license. Unlimited
access to our Tech Support Centers' Help Desks is provided at no cost
to all users for the first 60 days following their program license
purchase.
During this period program upgrades classified as builds will also
be made available to users at no cost. PSM is billed annually on a
calendar
year-basis. Clients are invoiced in January of each year for the Annual
PSM Fee.
A pro-rata PSM fee
payment is required at the time of initial purchase, providing support
for the period beyond the initial 60 days through the calendar year-end.
Pro-rata PSM calculations are based on whole months and are rounded
down to the nearest whole number of months for purchases occurring on
or after the 15th of the purchase month and are rounded up to the nearest
whole number of months for purchases occurring prior to the 15th of
the purchase month.
Program Upgrades
- periodically Kilclare makes available program upgrades. These are
classified into 3 classes: version, release and build. An upgrade classified
as a build is release to correct program defects (bug fixes) and minor
program enhancements. A new release of the program contains major enhancements
to existing program functions or introduces new functionality heretofore
not encompassed in the program. A new version of the program contains
the highest level of modification and functional enhancements/introductions.
Additionally, new versions may have a completely new "look and
feel" and different or additional configuration possibilities.
PSM includes unlimited
access to our European, North American and South African Tech Support
Centers any business day (1) during the hours of 8:00am and 6:00pm with
no further charges to the user. E-mail contact is also supported as
is remote support if desired by the client.
PSM also includes
all version, release and build upgrades to the program released by Kilclare
without limitation where a PSM contract has been in continuous effect
(2) for a period greater than 6 months. PSM is priced at an annual rate
of 20% of the current list price for the number of licenses held.
Where the current
PSM contract has not yet been in effect for a period greater than 6
months, users are entitled to all upgrades classified as either a release
or a build, but would have the option to either a) purchase a version
upgrade at the then current upgrade price or b) renew their PSM agreement
for the upcoming calendar year at the time they desire the version upgrade.
Where there is
no PSM contract in effect, version, release or build upgrades
are not available except where the user purchases a version upgrade
at the then current upgrade price. There is no option offered by
Kilclare
to
make lapsed PSM contracts current for the purpose of obtaining no-cost
version upgrades.
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(1) A "business
day" is defined as Monday - Friday except observed holidays in
the United Kingdom, South Africa and the United States as listed on
our website.
(2) Any current
annual contract, regardless of the time elapsed for that particular
contract year, is considered to be continuous if preceded by a previous
annual PSM contract.
