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Support is provided to all customers with an active Software Service Subscription with Crown Pointe Technologies, Inc. Service subscriptions are payable in advance and are renewable on an annual basis, however multi-year subscriptions are available.

A Software Service Subscription entitles the customer to receive the following:

1. Versions: The customer will receive all new versions of the software. A version is defined as a major revision of the product consisting of a significant quantity of improvements. All software releases and patches, issued after distribution of a version, will be included in the next version. Changes are frequently made to the database structure from version to version. When this occurs, the appropriate data conversion procedures are included with the version upgrade to maintain compatibility between the customer’s data and the software. Versions are delivered on CD-ROM and are accompanied by revised user manuals, online help and release notes providing an overview of software improvements.
2. Service Releases: The customer will receive all new releases of the software. A release is defined as a minor revision of the product consisting mainly of a collection of patches. Some minor improvements can also be expected. It is unlikely that the database structure will change from release to release. However, when this does occur the appropriate data conversion procedures are included with the upgrade to maintain compatibility between the customer’s data and the software. Releases are made available on the Crown Pointe Technologies FTP server or delivered via email. New documentation and online help are not provided. Release notes, providing an overview of software improvements, are included with the upgrade.
3. Patches: The customer will receive all new patches to the software. A patch is defined as a very minor revision or more likely a modification to correct a defect discovered in the product. The database structure will not change from patch to patch. Patches are made available on the Crown Pointe Technologies FTP server or delivered via email. New documentation and online help are not provided. Release notes, briefly describing the patch, are included with the upgrade.

Customer training is not provided with software upgrades. Users should be able to understand and use most new features by consulting the user manual and online help. When this is not the case, a few minutes with a technical support representative can help.

It is essential that customers implement all new versions in a timely manner. While software conversion software is provided as necessary to maintain data compatibility from one version to the next, these conversions are not cumulative. For example, an organization may upgrade from Version 1.0 to 2.0 but it can not upgrade from Version 1.0 to 3.0. The later would pose serious data problems.

A Software Service Subscription also entitles the customer to receive the following:

1. Technical Support: The customer will be entitled to receive technical support via our technical support line or email. Technical support is available Monday through Friday from 7:30 a.m. to 5 p.m. PST.

Crown Pointe Technologies will cease to support customers immediately upon expiration of their service subscription. Customers seeking to renew their subscription after a period of operation without one will be required to pay the subscription fee(s) retroactive to the expiration date of their most recent subscription, or purchase a new license, whichever is less.