JetPCL^® Service Provider Support Policy

JetPCL Service Provider includes the following technical support for licensed business service providers. Tech Know Systems does not offer direct End User support to customers of our Service Provider clients. Service customers are expected to report their problems directly to the service provider. Once the Service Provider's Technical Support team has verified the problem and has narrowed down the problem to a specific issue regarding JetPCL, then the Service Provider can report the problem and receive the following technical support from Tech Know Systems.

Technical Support for Service Providers

1. Maintenance releases are free when available. These are released as minor revisions like 8.xx (such as upgrading from v8.02 to v8.05 etc). Major new releases (such as upgrading from v8.xx to v9.xx) are not covered under earlier license agreements (see Exhibit A of the contract for which version your company is licensed to use). When a major new release does become available we usually offer this option for either a one time upgrade fee or an increase in license fees. In either case an amendment to the license agreement is required.
2. Service provider engineers can submit a problem report (including a problem PCL file) which we will usually look at within 3 to 7 business days. We will get back to the Developer with an evaluation of the problem. Quite often this will result in either a work around explanation or a minor fix resulting in a new minor release as mentioned above.
3. In the event that the problem reported cannot be fixed or requires a large amount of technical development time to fix, then Tech Know Systems may be willing to schedule time to create a solution for a problem based on a fee for the time required. In no case will TKS be required to make a fix for a problem. However, in the event that Tech Know Systems charges a fee for creating a solution to a problem, then the fee will only be charged if we are able to solve the problem. Our fees start at $180 per hour with a minimum of 4 hours of work, however the fee would be negotiable depending on the problem, the amount of time required and the volume of business.

JetPCL is always licensed "AS IS" and therefore we always suggest that customers do as much testing as needed to feel comfortable with our product. However, most of our customers are very happy with the prompt free technical support which they receive in nearly all cases.

In many cases, Tech Know Systems also offers valuable general technical help with development issues that involve PCL and software design and integration issues. We try our best to participate as a member of the customers development team whenever possible. So by licensing JetPCL a service company is also gaining a valuable technical resource.