Definitions of Support:

Customers who purchase a single incident of support will be charged the full amount plus any applicable sales tax before speaking with a Prezza Support Engineer. Should the assigned Prezza Support Engineer determine the incident is related to a bug in the software, the charge will be refunded.

Extent of Support

Prezza Support answers general usage questions about Prezza's products. Our assistance includes helping you understand:

 • The documented features of our applications
 • How these features can be used
 • How to troubleshoot unexpected behavior encountered while using these features
 • Our role in assisting you with the development of your project extends to helping you understand how the products work-not directly implementing these product features in your project.

Incident

Prezza defines a single support incident as an issue that focuses on one aspect of the product - e.g. use of a specific feature of the product or assistance with a specific problem or error message. While this issue may involve other aspects of the product, addressing other aspects constitutes a separate issue and requires an additional support incident. A single support incident may involve multiple phone calls, emails and off-line research. Prezza Support Engineers are responsible for determining what characterizes a single support incident and communicating this to our customers. Our Support Engineers will make reasonable efforts to resolve the issue but Prezza cannot guarantee that every issue will be resolved.

Customers will be refunded single incident charges, plus any applicable sales tax, for bugs, documentation and installation issues in accordance with the following definitions:

Bug

Prezza defines a bug as some technical aspect or functionality of a product that does not execute and deliver results as expected and outlined in the supplied product documentation. Unexpected behavior isolated to a user's specific configuration or environment does not correspond with Prezza's definition of a bug. Prezza Support engineers can provide troubleshooting suggestions for unexpected behavior in these cases; however, Prezza is not responsible for the resolution of any such behavior and incident charges will not be refunded. An issue is recognized as a bug only after it has been reproduced in steps provided by the customer and has been confirmed as a bug in the product by a Prezza Support Engineer.

Installation

Prezza defines installation as the process in which the product installation program is extracted from a CD, diskette, downloaded executable, or network drive onto a single computer's hard drive, and the setup program is run to completion in accordance with the authorized installation instructions. A completed installation is determined by the successful first run of the Prezza application. This does not include configuration of other applications required by the Prezza application, including, but not limited to Microsoft Windows, Microsoft IIS, SMTP, Microsoft SQL Server, firewalls, or networking components.