C&C Support Policies

*Free Support Options

With the purchase of software from C&C Software Solutions Inc. the following support services are provided FREE as long as your license has current upgrade protection.

• Free Email Support during regular business hours (Monday to Friday. 9am to 5pm EST)

Paid Support Options

If you do not qualify for Free support you will be charged $250 CAD per hour, billed in 15 min increments. You will be required to provide a credit card number before working on your issue. Once the support is complete you will be informed of the cost and your credit card will be charged and an invoice issued.

The following options would require a paid support contract:

• You did not purchase your software from C&C
• Your software license has expired but is not End of Life (EOL)
• **You require support outside of regular business hours. (** cost for after hours support is $150 per hour billed in 15 min increments)

No Support

• The software you have licensed has been declared EOL
• The product is in an environment that does not meet the products' minimum system requirements
• The software is not being used in accordance with the EULA

Scope - Technical support is limited to providing assistance and correction of issues related to published product performance, installation, and configuration. C&C Software may limit, or terminate support service to, or may elect not to renew additional support, if customer uses the services in an irregular, excessive, abusive, or fraudulent manner. There is no cash value associated with the technical support from C&C. This is a complimentary service. If for any reason C&C is unable to provide support the client may incur costs from the developers for future technical support.
Availability - Phone and email support is available Monday through Friday, 9:00 am to 5:00 pm Eastern Time – excluding weekends and observed Canadian Holidays. Support availability may occasionally vary from stated hours due to downtime for systems and server maintenance, company events, and circumstances beyond the control of C&C. Phone support requests will be handled in the order in which they are received. Email support requests will be processed within one (1) business day (typically within 2 hours).
After Hours Support - In certain circumstances after hours support may be provided, typically this must be scheduled ahead of time. Cost is $150 per hour, billed in 15 min increments.
Third Party Products - Third party applications, hardware, or use of the products in an environment not meeting the products' minimum system requirements will not be supported.
Limitations - C&C Software does not accept liability beyond the remedies set forth in the Support Agreement Terms and Conditions including any liability for products not being available for use or for lost or corrupted data or software, or the provision of services and support. C&C will not be liable for lost profits, loss of business, or other consequential, special, indirect, or punitive damages, even if advised of the possibility of such damages, or for any claim by any third party. Customer agrees that for any liability related to the purchase of this service, C&C Software Solutions is not liable or responsible for any amount of damages above the aggregate dollar amount paid by customer for the purchase of support under this agreement.
DISCLAIMER OF ALL WARRANTIES C&C Software MAKES NO EXPRESS OR IMPLIED WARRANTIES WITH RESPECT TO THE SUPPORT, INCLUDING BUT NOT LIMITED TO ANY WARRANTY OR CONDITION WITH RESPECT TO THE PERFORMANCE OF ANY HARDWARE OR SOFTWARE USED IN CONDUCTING SERVICES, OR ANY EXPRESS OR IMPLIED WARRANTIES OR CONDITIONS CONCERNING THE RESULTS TO BE OBTAINED FROM THE SUPPORT OR THE RESULTS OF ANY RECOMMENDATION C&C Software MAY MAKE, INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTIES OR CONDITIONS INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTIES CONCERNING THE PERFORMANCE, MERCHANTABILITY, SUITABILITY, NON-INFRINGEMENT OR FITNESS FOR A PARTICULAR PURPOSE OF ANY OF THE DELIVERABLES OR OF ANY SYSTEM THAT MAY RESULT FROM THE IMPLEMENTATION OF ANY RECOMMENDATION C&C Software MAY PROVIDE. C&C Software reserves the right to modify its warranty retroactively at any time, at its sole discretion.
Non-Transferable - Coverage is non-transferable and is valid for the Customer only. Resale or transfer of support plans is strictly prohibited, and will be grounds for termination or non-renewal of support.
Note: C&C Software reserves the right to deny support for abuses to the system.