Introduction > Support and Maintenance

Copia provides reasonable technical support by telephone, fax and e-mail ('Support'), and access to new software releases ('Maintenance'), without charge for a period of three months (the 'Initial Support Period') from the date of original license of your CopiaFacts system or from the date of an expansion of the license for additional telephone lines. Thereafter Support and Maintenance are available on a chargeable basis at the annual rates set out in Copia's published price lists current at the time of renewal. For each period of Support and Maintenance a license key will be provided which enables the licensee to use any new software releases issued prior to the end of the period. Such releases may include both bug fixes and enhancements, but some enhancements included may take the form of options for the use of which an additional license fee may be payable.

Copia encourages customers to purchase and continue to renew this Support and Maintenance arrangement. However Copia support is also available on prepayment of a fixed charge per question (maximum of one hour of telephone support), and individual program updates are also available at a fixed fee per item, which includes three months of Support and Maintenance. For cost details, please refer to Copia's published price lists. When Support and Maintenance is restarted other than from the end date of the Initial Support Period or from the end date of the preceding period of Support and Maintenance, an additional fee will apply.

Please note that Copia support is intended to assist you with your normal use of the CopiaFacts product and that Copia reserves the right to charge at standard hourly rates for help with such items as 'disaster recovery', system relocation or hardware re-building, and for re-training if a member of your staff who is not familiar with the product takes over responsibility for it. If you have declined or not renewed Copia's extended maintenance package then support in such circumstances will automatically be chargeable at Copia's hourly rates.

Technical Support Hours

Copia offers telephone technical support Monday through Friday, 9 a.m. to 5 p.m., CST. In the U.K., Copia's office hours for technical support are 9.30 a.m. to 5.30 p.m. CopiaFacts technical experts are ready to assist Copia customers with any type of operation or installation problem. More information will be found in the Contacting Technical Support section.

Application Support and Customization

Technical support includes the provision of advice on how you can use CopiaFacts features to implement specific applications but does not extend to the development of applications for you.

Copia will be pleased to quote for the provision or development of additional software to address specific business needs. A current Support and Maintenance arrangement is a pre-requisite.

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