SysDev Laboratories seeks to ensure that all the customers receive high-quality up-to-date software as well as timely and effective assistance enabling them to fully utilize its capabilities. This document outlines the terms, under which technical support is provided to users of the UFS Explorer software products, types of issues covered and response times.
All users who have purchased a license for any of the UFS Explorer software products are entitled to receive Standard Support services, as long as the software is installed and used in accordance with the End-User License Agreement supplied together with the corresponding product. However, these services may not apply to the use of the Software under the Trial (Evaluation) License and to the discontinued software versions that are no longer maintained by SysDev Laboratories.
All authorized users with a valid license are eligible for the following types of support services, provided at no additional charge:
Updates. New versions of the software released during the period of license validity AND active Software Updates Period, including all improvements, enhancements and bug fixes, are available to the user without any extra costs. For more information regarding software updates and upgrades, please visit the Software Update Policy page.
Response to incidents. Each reported error incident will be reacted to and evaluated by the support team of SysDev Laboratories. Once an error is confirmed, the software development team will take all the necessary measures to correct it, provided that the technical possibility and the necessary resources are available. Specific deadlines for error correction are not set though, and will depend on the nature and complexity of each particular issue.
Email-based support. Users can receive relevant assistance for the encountered issues or questions arising during the software use. Responses to email inquiries are provided within 48 hours and may encompass the following types of support:
Guidance on general use of the software: Users can obtain help on exploiting different tools and functions offered by UFS Explorer, their implementation to specific usage scenarios, navigation through the software interface and other related aspects.
Clarification on user manuals: If the user finds any section of the manual unclear or needs further details, the support team is ready to provide the necessary explanations.
Error handling: The support team will address the incidents reported by users, including software malfunctions, unexpected behaviors or performance issues, and gather necessary information to eliminate the problem in the subsequent software releases or provide the user with troubleshooting steps (when technically possible).
The Standard Support plan DOES NOT cover the following services:
Solutions to specific cases: The support team will not provide personalized consulting or assistance on specific usage scenarios, the ones that require detailed analysis of the user's data structure or storage configuration.
Live support: All support inquiries must be submitted through email. Under the Standard Support plan, users cannot obtain real-time assistance via live support channels, including chat, phone and others.
Users that require more profound support may opt for an Extended Support* plan, offered for an elevated fee. This plan comprises all the services included into Standard Support, plus the following benefits:
Faster response times. Users can receive the most timely assistance, with guaranteed responses to their inquiries within 24 hours.
Highest priority of incident handling. Any issues submitted by users with an Extended Support plan are placed to the top of the general queue, ensuring their quickest possible resolution. It also covers a wider range of issues, including those involving unsupported formats and other technical problems, besides average bugs.
License medium replacement. Users are entitled to a replacement of a damaged or lost hardware token containing the software license for UFS Explorer (Software Access Key). The replacement service can be provided once per year at no extra cost.
* Extended Support is currently available only for the following software products:
The Software Support Policy is applicable exclusively to the services specified herein. It doesn’t relate to the remote assistance or data recovery services or any other services provided by SysDev Laboratories. If you are interested in other service types, please visit the Services page on the company’s website.
The provision of software support services may be terminated automatically and without prior notice under one of the following conditions:
The license for the software has been terminated for any reason or the period of its validity has expired.
It has been revealed that the user violates the terms of the applicable End-User License Agreement.
Any abuse or misuse of these support services has been detected.
SysDev Laboratories may modify this document anytime at its own discretion and post the updated terms on this website. By continuing to access the support services thereafter, the user agrees to be bound by the updated Software Support Policy.