dka LBS Support

LBS SUPPORT

The following support arrangements and charges are applicable for all LBS users.

LBS support specifically excludes support for the UBF .
UBF support is covered by a separate support scheme (see UBF Support).

INSTALLATION SUPPORT
Telephone support is provided free of charge for a period of 3 months from the date of installation.
In general this support is related to operational matters such as "How do I print a report ...", "What options are available for ..." and other like queries.

It does not include customer specific requests for program changes or enhancements which are subject to our normal time and material charges based on our current Schedule of Fees. (see Site Specific)

ON-GOING SUPPORT
Two types of support service are available and these are described below:

LBS Contract Support (Annual Support Agreement)
This support is limited to the LBS software package.
This is available on payment of a fee equal to 20% (Twenty percent) of the current list price of the installed software.
Fees are payable annually, in advance, and entitle the subscriber to unlimited:

- telephone assisted support
- on-line support
- software upgrades for the duration of the agreement.

LBS Non-Contract (Casual Support)
All support provided which is not covered by a current Annual Support agreement will be subject to charges, on a per call basis, at our current rates at the time of the call.

The current charges for Casual Support are:
    $30.00 per call, maximum duration 10 minutes.
    $ 6.50 per 5 minutes or part thereof, thereafter.
              ie. a 14 minute support call will cost $36.50.

All charges are due and payable 7 days from date of billing.

Outgoing support calls will NOT be made other than to Annual Support subscribers.

SOFTWARE UPGRADES/ENHANCEMENTS
The cost of future upgrades to the LBS software will be dependant on whether or not you subscribe to the Annual Support option above.

Charges
Annual Support subscribers: - No Charge during support period
Non Annual Support subscribers:- Cost advised at time of announcement of General Availability of the upgrade.

Please Note:
To qualify for No Charge, Annual Support based upgrades, you must be a current, financial subscriber to the Annual Support scheme at the time of the announcement of the General Availability of the upgrade.

Advice as to the General Availability of upgrades is generally made approximately 4-6 weeks prior to the actual distribution of the upgrade.

All costs and charges are subject to change without notice.