Technical Support Policy
This Technical Support Policy is intended to provide information and limitations pertaining to technical support services offered by Inphonite.
The purpose of Inphonite’s Technical Support Department is the resolution of problems stemming from or preventing use of the company’s software products. Regular technical support services and initial contact responses are offered to clients within one business day and between the hours of 9:00am and 6:00pm (EST), Monday through Friday. Regular support services are not offered before or after these hours or on Saturdays, Sundays, or company holidays; however, Service Level Agreements (SLAs) are available for after hours and weekends. Contact firstname.lastname@example.org to find out more.
All technical support services may be obtained by submitting a request for assistance. Inphonite does not bear responsibility for problems pertaining to its products when no request for technical assistance has been submitted and/or received. Such requests may be submitted through our Customer Service Portal.
Inphonite is not responsible for requests for assistance made via telephone, e-mail, text message or other means not listed above. Technical support services are offered on a “first come, first served” basis and are responded to in the order received. Immediate, on call support services are not available at any time. Appointments are available.
Please note: Initial contact could be to schedule an appointment or to address problems. Customers will be contacted via the method selected when requesting assistance. Should contact for customers result in a voicemail message, e-mail, or be otherwise unsuccessful when using the contact method prescribed in the request, Inphonite’s policy will be deemed fulfilled when the attempt occurs within the aforementioned time period.
PRICE, PAYMENT, USE & LIMITATIONS
Standard technical support services are included and offered for no additional cost to all of our InphoniteVoice SaaS users, while Elite support is available at an added expense. Additional support resources for all customers can be found in our Customer Service Portal or YouTube page. The cost for technical support services as well as the specific services or features offered by Inphonite vary and could change at any time with or without notice. Any such payment is due prior to the rendering of technical support services. All technical support contracts are non-refundable. Payment or use of Inphonite Technical Support constitutes acceptance of all terms contained within this policy.
Services beyond the resolution of problems stemming from or preventing use of Inphonite’s software products are not included or available. Inphonite reserves the right to refuse to offer technical support services to users with Inphonite products installed on a computer or computers that do not meet the minimum requirements, nor to customers unwilling to take the advice of Inphonite technicians on any Inphonite related technical matter.
Please note that Inphonite will not, under any circumstances be expected or required to update any products in any way or manner, including security updates, after a product has started its End of Life process. Inphonite reserves the right to deny service to any customer that has not renewed necessary support contracts, has a product that has reached its End of Life, or has an outstanding balance of any amount, for any product or service.
In addition, Inphonite is not responsible for costs – legal, contractual or otherwise – incurred from utilizing software or hardware purchased from Inphonite or from utilizing Inphonite’s technical support services.
TERMS AND TERMINATION
Any paid annual support contract is effective from the date payment is received and is good for exactly one (1) year. Renewing your support contract before or after expiration extends the contract for one (1) full year from the date of expiration. All technical support is only available to customers with an active Software License.
Inphonite agrees to keep private all health-related and other sensitive information received through support efforts insofar as it is legally plausible. For additional information, please see our Terms of Service.