At Click Studios, we recognize the critical role that enterprise password management plays in maintaining security and operational efficiency. Our Annual Support and Upgrade Protection ensures that your organization benefits from ongoing technical support, product enhancements, and security updates to keep your environment secure and optimized.

Benefits of Active Annual Support and Upgrade Protection

An active Annual Support and Upgrade Protection subscription provides your organization with:

• Comprehensive Technical Support: Assistance with troubleshooting, configuration guidance, and general inquiries.
• Continuous Product Enhancements: Regular software updates that include performance improvements, feature enhancements, and bug fixes.
• Security Updates and Compliance Maintenance: Patching of vulnerabilities to ensure compliance with the latest cybersecurity standards.
  
• Remote Support Services: All support is provided remotely and communicated via email. If issues cannot be resolved in this manner Click Studios will assess the situation, determine if scheduled calls or remote sessions will be required and organize these with the customer during our support hours.

Scope of Support

Our support services are designed to assist organizations in maintaining the highest level of operational security and efficiency. The scope of support includes:

• Support Hours: Assistance is available between Mon-Fri, 7:30am-5:30pm UTC +09:30 (Adelaide, Australia), excluding Public Holidays.
• Support Ticketing System: All support requests are handled through our Support Portal, enabling efficient issue tracking and timely responses. Once a ticket is submitted, our Technical Support Team will follow up with you via email.

Exclusions from Standard Support

To ensure clarity, our support agreement does not cover:

• Customized Development Requests: While Passwordstate is highly flexible, any specific feature modifications requests are not included.
• Third-Party System Integration Troubleshooting: While we provide guidance, direct troubleshooting of third-party integrations is outside the standard support scope.
• On-Site Support Services: No onsite support is provided.

Renewal and Lapsed Support Agreements

To maintain uninterrupted access to technical assistance and software upgrades, enterprises must renew their Annual Support and Upgrade Protection prior to expiration. In cases where support coverage has lapsed:

• The cost to reimplement Annual Support and Upgrade Protection is 50% of the current value of your licenses.
• The organization will not have access to product updates or security patches.
• Technical support will be unavailable until your Annual Support and Upgrade Protection is active.

Terms of Coverage

• Supported versions: Support is available for the current major version and the immediately preceding version, along with their associated add-ons, provided they were released within the last 90 days.
• Term: Coverage is valid for a minimum period of one year from the date of purchase.
• Scope: Technical support is strictly limited to reporting and resolution of product defects, and assistance with installation and configuration.
• Updates & Upgrades: All software updates and upgrades, including bug fixes, maintenance releases, and new feature versions, are included.
• Response time: For support tickets submitted during designated support hours, responses are typically provided on the same business day. Tickets submitted outside standard support hours are guaranteed a response within 24 hours, with most inquiries addressed within 12 hours, excluding weekends and public holidays.
• Non-transferable: Annual Support and Upgrade Protection is non-transferable and cannot be reassigned. It is solely applicable to the specific product(s) duly licensed from Click Studios.
• Third party products: You are not covered for third party applications, hardware, or use of Click Studios software in unsupported environments.
• Limitation of liability: Click Studios’ total liability, whether to the customer or any third party, for any claims, losses, or damages arising from or related to the Annual Support and Upgrade Protection shall not exceed the amount paid for this service.

Contacting Support

To raise a support request or inquire about renewal, please contact our enterprise support team via our designated support portal https://www.clickstudios.com.au/support.aspx