BusinessMind for Jewelers Support SERVICES Terms & Conditions
ONLINE HELP DESK. You are entitled to access, to the online Help Desk and the knowledge base, documentation, forums, and other assistance resources it contains. You are entitled to one Help Desk login account for each user account registered on the Service. The online help desk at http://support.dcit.com is available 24 hours per day, 365 days per year.
ENGINEER'S HOURS. The normal hours for support engineers are Monday - Friday from 9am - 6pm Eastern Time. Holiday closings or other schedule changes which will affect these hours will be posted on the main landing page of the online help desk at http://support.dcit.com .
ENGINEER ASSISTANCE. Requests for assistance should be submitted by opening a ticket through the form at the online help desk at http://support.dcit.com . At the discretion of the engineers, installation of Software Updates may be required before assistance can be provided.
REQUESTS. Each submitted request should contain a single topic or instance requiring assistance. Submitting multiple issues within a single request will result in response delays because each of the issues will need to be separated into individual requests. Once submitted, requests can be tracked via your online help desk account.
LIMITS. You are permitted a maximum number of requests within any 30 day period, according to your service plan. Your service invoice will indicate your service plan.
RESPONSE TIME. Maximum response time for standard support requests is 12 business hours. 50% of requests are responded to within one hour and 80% of requests are responded to within the same business day.
EMERGENCY REQUESTS. Your subscription may provide for the availability of a limited number of emergency requests, for your use, within any 30 day period. Emergency tickets will be received and responded to even outside of normal engineer's hours with a maximum 24 hour response time.
NO GUARANTEE. DCIT agrees to provide conscientious, competent and diligent Support Services and at all times seek to achieve solutions which are appropriate for you. However, because of the uncertainty inherent in working with external systems, third party providers, changes in technology, and many unknown factors, DCIT cannot and does not warrant, predict or guarantee specific results.
LIMITATION OF LIABILITY. In no event will DCIT be liable for any indirect, punitive, special, incidental or consequential damages in connection with or arising out of any Support Services (including, without limitation, loss of profits, use, data, or other economic advantage), however it arises and on any theory of liability, whether in an action for contract, strict liability or tort (including negligence) or otherwise, whether or not DCIT has been advised of the possibility of such damage.
CHANGES. These Terms and Conditions may be modified by DCIT at any time, without prior notice. This document will be updated to reflect any such changes. Your continued use of a support & updates subscription requires your continued acceptance of the latest revision of this Terms and Conditions document.