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"Airvae Commerce
delivering above expectations!"
"My company is an e-commerce site that so desperately needed an upgrade, and our best investment is finding and working with Airvae Commerce. All the tools and features enable our site to expand and we've noticed a 50% increase in sales the last 5 months since working with AirvaeCommerce."
Mitch Propster - CEO
NutriCell Inc. - Orlando Florida
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Coming January 2007
In January 2007, Airvae Design Partners will introduce Peer to peer support through the AirvaeCommerce forum and discussion board.
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All AirvaeCommerce licenses include free technical support for ninety (90) days from the date of purchase.
 If you are within your free technical support period you may contact our support team at any time using the following email address:
support@airvaecommerce.com
If you are past the initial free technical support period please contact Airvae for further assistance and information on our support contracts and services.
Generally
Software support services (“Support Services”) are offered by Airvae to any Software end user who has paid a fee, either separately or as part of a license fee, for membership in the applicable support program (“Support Program”) and who is not otherwise in default under the applicable Software license agreement. The Parties agree that Airvae shall have no obligations to provide any Support Services except as expressly set forth in this policy.
Other Products
Platform upgrades, new modules, and new products (“Other Products”) are not included in the Maintenance Program and are available for an additional charge. This includes new versions of the Software that enable the Software to support or manage new operating systems or hardware environments as well as new capabilities to the product. Customers who wish to obtain Other Products may do so by paying the applicable license fee.
Support Contacts
Airvae reserves the right to require Customer to designate, in writing, the name of its authorized primary support contact for Support Services (the “Support Contact(s)”). The identity of any Support Contact may be changed from time to time upon written notice from Customer to Airvae. In such event, Customer agrees that all Support Services inquiries from Customer’s individual users will be directed to a Support Contact and Customer’s communications with Airvae for Support Services will be handled exclusively by such Support Contact.
Methods of Assistance
Airvae reserves the right to determine the method, manner and means by which Support Services will be delivered in its sole discretion.
Issue Correction and Remediation
Airvae shall use its reasonable commercial efforts to respond, remedy, and resolve Issues reported by Customer. Notwithstanding anything herein to the contrary, Airvae makes no guarantee that: (a) all Issues will be resolved or that any version of the Software will be error free; or (b) it will correct or attempt to correct all Issues. The decision whether to correct any particular Issue shall be in Airvae’s sole discretion. Any Issue shall be addressed solely on a “commercially reasonable efforts”basis.
Remote Support
If after reasonable commercial efforts, Airvae is unable to diagnose or resolve an Incident reported by Customer, Airvae may request access to Customer’s computer systems, data or networks through a remote connection in order to continue providing Support Services. Customer shall be responsible for providing the necessary communications access as well as installing the necessary remote control software specified by Airvae (e.g. Symantec PC Anywhere). In such event, Customer authorizes Airvae to remotely access its systems and data solely for the purpose of providing Support Servies with respect to the Incident and Customer agrees to backup all of its data and verify the integrity of such backup prior to Airvae gaining access to Customer’s applicable computer(s). Before each instance in which Airvae provides remote support, Customer must have virus protection software installed on its systems, run a scan for viruses, and provide a report to Airvae identifying any viruses present. If such remote access is not provided, Airvae shall not be obligated to provide Support Services with respect to the Incident.
Resolution of Reproducible Issues
Resolution of reproducible Issues may take the form of a written response, supplementary documentation, a Maintenance Release, a Workaround, postponement to the next Update or Upgrade, or other correctional aids. Airvae’s response efforts begin when Airvae has received all information from Customer necessary for Airvae to be able to reproduce the suspected Issue.
Customer’s Obligations
Airvae’s Support Services staff relies on Customer’s cooperation to successfully resolve Issues. Accordingly, Airvae requires Customer to: (i) provide Airvae a listing of output and any other data, including databases and backup systems, that Airvae reasonably may request in order to reproduce operating conditions similar to those present when the Issue occurred; (ii) ensure that the use of the Software is in accordance with its documentation; (iii) use reasonable efforts to eliminate any hardware, operating system software and application software deficiencies; (iv) capture all relevant data and document all operating conditions and other operating information and fully supply Airvae’s Support Services staff with requested diagnostic information necessary to reproduce the Issue; and (v) implement recommended remedial, corrective or Workaround procedure(s); and fully describe any limitations imposed by such corrections or Workarounds.
Service Limitations
Airvae shall not be required to correct any Issues or address any issues resulting from: (i) any improper treatment, use or operation of the Software; (ii) any failure to properly maintain the Software or to install an Upgrade, Update or Maintenance Release previously made available, or any errors, defects, or damage to the Software resulting from causes other than those arising in the ordinary use of the Software; (iii) any use of third party software, hardware or data not supported by Airvae, or the use of software, hardware, systems, or networks not meeting Airvae’s minimum recommended configurations; (iv) any attempts by any party not authorized by Airvae to repair, maintain or modify the Software; (v) any failure of the telephone equipment or communication lines, or failure of networking equipment; (vi) any failure of the Customer’s hardware or network infrastructure which causes the Software to malfunction. Additionally, Customer’s abuse or misuse of Support Services (e.g. excessive reporting of problems not caused by Airvae or abuse of Airvae personnel) as determined by Airvae, may result in termination of Support Services.
Terms Subject to Change
Airvae reserves the right to modify this Support Program policy at any time; however, no change will be applied to Customer unless it is applied to all similarly-situated customers.
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