Administrator & Backup Administrator -
recommended that a single person within your organization
be designated "Administrator" and one other person be designated
"Backup Administrator". The Administrator is responsible for
understanding the day to day use within your company. They
should also have a strong understanding of company
operations and how they apply to our applications. Your Administrator
is the key liaison between
your company and our Help Desk. Failure to do
this can result in communication breakdowns and overall misunderstandings. Not to mention, the
inability to resolve a problem because your staff person does not have the
proper skills or administrative permissions. Sensitive information will
never be disclosed to anyone else other than your Administrator and Backup
Administrator. If you have a change in Administrators, please contact us
immediately so your Authorized Contact List can be updated and training
scheduled for your new Administrator. Please also note that an
Administrator must be an employee of your company. Outside Consultants
or IT firms cannot be designated as a site administrator.
Authorized Contact List - Typically,
our Help Desk will provide assistance to the designated Administrator and Backup
Administrator. However, if a request for assistance is made from another
staff member on your contact list, replies will also Carbon Copy your Administrator.
If a request is made by a unknown person not on your list, all replies will be sent to the
Administrator. We recommend your Administrator update our records with
detailed contact information for authorized users within your organization.
This document must be delivered to our Help Desk on company letterhead and
include complete contact information for each person on the list.
Working With Outside Consultants - To assure no communications
are misinterpreted, certain restrictions do apply if working with an outside
consulting company. If an outside consultant needs to participate in
an appointment, your Administrator or Backup
Administrator must be present. This can be done
if the consultant is at your site or via teleconferencing. Additionally,
your outside consultant must be listed on your Authorized Contact List prior
to scheduling any appointment.
Valid Email Address - On a
monthly basis, communications from our company to all customer contacts is
performed via email. This includes current software maintenance
expiration dates and number of incidents on file. Additionally,
secondary email communications are sent to all customer contacts with active
software maintenance, but who have less than four incidents on file, which
are required for certain professional services and immediate emergency
service. It is also necessary the customer make sure that all email
from *.ordersplus.com is allowed past any spam filters that may be
configured. If your Administrator does not receive these email
communications from us within 30 days of purchase, please check your spam
folders and contact our Help Desk if necessary.
Published Information and Documentation -
All information and documentation made part of our currently released
products and/or published on our web sites is based upon
the most current versions of the software. If your company does not have the
latest versions of the software installed, some procedures and documentation may
RECEIVING SERVICE & SUPPORT
Help Desk Assistance -
Help Desk is similar to a medical triage unit in which
our response is based upon the details of the assistance requested.
Our Help Desk staff will attempt to
provide an immediate answer to your question and/or resolve your problem.
If they are unable to provide an immediate answer or resolve your problem, a
new trouble ticket will be opened and turned over to our support team or
depending upon the assistance required a professional service appointment
will be scheduled. If turned over to our support team, a technician
will respond via email within 1 to 2 business hours. Most professional
service appointments are scheduled within 1-2 business days.
Same Day Emergency Site Down Service is specifically available
for ORDERS Plus Enterprise Gold customers. It is specifically for
situations in which no user can login from a workstation or directly from
the fileserver and typically indicates a problem at the site. Active
software maintenance and a minimum of 4 incidents are required to receive
assistance. Additionally, the situation did not occur in conjunction
with a planned event, which includes the installation of a new server or
replacement of server hardware. If a new server has been installed or
you are recovering from a disk failure, special documents can be requested
immediately that will assist your IT person with the migration and/or
recovery procedure. IMPORTANT! Re-Installing the software will result in
loss of data. For peace of mind, ORDERS Plus.NET Enterprise customers
will always receive this level of immediate service for users that cannot
Detailed Information - Please provide detailed information
when contacting our Help Desk to resolve a problem. This includes any
specific error messages, verbose text, date and time of the event and any
other information that would be relevant. This will allow our Help Desk
representative to research your problem and provide the best solution to
Requesting Assistance -
Customers can request assistance by submitting a question to our Help Desk
by visiting the CustomerCare Service Center and selecting "Contact
Us" or directly from within the program via the menu bar by selecting "Help & Support" and
"Contact Support". Tracking
for response time begins after a Customer has requested assistance from our Help
Desk during our published Help Desk Hours of Operation.
Help Desk Hours of
Operation - Our Help Desk is available from 9:00 AM EST
to 5:00 PM EST, Monday through Friday. During off-hours, a
customer can leave a detailed message that will be responded to
the next available business day.
availability may occasionally deviate from stated hours due to downtime for
observed U.S. holidays, observed company holidays, systems and server
maintenance, company events and
other events beyond our control.
- Professional Service or Technical Assistance requested through
our Help Desk is only available to those customers with active
software maintenance and technical support incidents on account.
It is also available to prospective customers who may be
evaluating our products and services for use within their
Annual Software Maintenance
- Annual software maintenance allows a customer to receive all software maintenance and upgrades for the period of one
year. ORDERS Plus.NET
Enterprise Customers will
always receive software maintenance and upgrades since this is included as
part of the monthly service fees. ORDERS Plus Enterprise Gold
Customers have the option to discontinue software maintenance
and support after their first year. However, to receive any assistance
in the future, ORDERS Plus Enterprise Gold Customers will have to purchase
Software Maintenance & Support Incidents to receive assistance.
Assistance will not be available until an order has been processed, which
typically takes one business day. Additionally, reinstatement fees may
Software Maintenance & Support Incident Expiration Dates -
All Software Maintenance and Support Incident expiration dates are calculated from the
date of purchase. Unless otherwise noted, all software maintenance expires one year
from date of purchase. Support Incidents will always expire at the same
time software maintenance expires unless software maintenance is renewed.
This does not apply to ORDERS Plus.NET Enterprise Customers since both
software maintenance and support incidents are included as part of the
monthly service fees.
Incident Charges -
Incidents are charged based upon the service provided. If
our Help Desk staff is unable to provide immediate assistance, a new trouble
ticket will be opened and turned over to our support team or depending upon
the assistance required, schedule an appointment. If turned over to
our support team, a technician will respond via email typically within 1 to
2 business hours and charge your account one incident. If an
appointment must be scheduled, your account will be charged two incidents
per hour and in 30 minute increments thereafter after the appointment has
been completed. In all circumstances,
any request which is turned over to our support team will
incur a single (1) incident charge whether or not the resolution to the problem
is also available in the product manual. It is up to the Customer
to review relative topics in the manual prior to contacting our Help Desk.
Minimum Incidents On Account - All requests that require an
appointment, also require a certain minimum amount of incidents be available
on account prior to the scheduling the appointment. Professional
Training & Consulting Service appointments are scheduled for a minimum of
one hour, which require a minimum of 2 incidents on account.
Professional IT and Emergency Appointments are scheduled for a minimum of
two hours, which require a minimum of 4 incidents on account. For all
services that require an appointment, if the minimum scheduled time has
lapsed, additional time is charged in 30 minute increments. In all
circumstances, the minimum amount of incidents must be on account, prior to
scheduling an appointment. The block of time scheduled will be billed
against the number of incidents available on your account. Please be
prepared to take full advantage of this allocated time since it will be the
minimum charge against your account.
Resolution Timeframe -
Requests turned over to our support team and subsequently responded to will be considered closed after 3 business days from response from
our support team to the person that made the request.
It is the responsibility of the Customer to implement the resolution provided
within 3 business days of receipt. Therefore, if the resolution provided
to the Customer does not resolve the problem, the Customer must contact our Help
Desk within 3
business days of receipt. Failure of the Customer to notify our Help Desk that a resolution did not resolve a problem within 3
business days of receipt of the original request and subsequent response may
result in additional incidents being charged.
Definition of a Trouble
Ticket - For
purposes of these terms and conditions, a "Trouble Ticket" means (a) a single issue
or problem that a Customer asks our Help Desk staff to analyze or resolve,
(b) a product-usage question that involves a single topic on a drop-down menu or
one report, or (c) a single question on a specific topic.
Appointment Cancellation -
A minimum of 1 business day notice is required if it is necessary to
cancel or reschedule a confirmed appointment. Cancellations without 1 business day prior notice will be charged (1)
incident cancellation fee. All Cancellations MUST be documented and sent
to our Help Desk during business hours.
Renewing Maintenance & Support
- Please allow for up to one business day to process an order
for software maintenance and/or support incidents. Orders received after 2:30 PM EST, will not
be processed until the next business day.
Data Conversion Setup - Prior to
submitting your old data to us, all information maintained in the
Setup module MUST be configured. This includes GL and Sales account
numbers, Payment Terms, Tax Codes and 3-Level Product Categories for Inventory.
Under each Setup module section, select reports, then Table list to print out a
listing of each table driven field. This information must be included with
the data files being sent to us prior to starting the Data Conversion.
Our Data Conversion Specialists must know these details so the converted data
reflects this setup information correctly. If the data conversion does not match
this information, our products will not operate correctly and this can create
costly problems down the road.
Conversion Preparation - You must be able
to export your data from your current program. You MUST submit either a DBF
(Preferred), ASCII Comma Delimited (File Spec Required) or XLS (Excel formatted
as Text) file format. It is recommended the data be submitted as raw data. The
data should not be manipulated into sectionalized or notated fields. Don't worry
if your exported data does not contain all the required fields used with Orders
Plus. We will fill these fields during the conversion process with default data
based on your setup tables.
Data Conversion Conversion Process - When our Data
Conversion Specialist has received your files, you will be notified of the date
the conversion is scheduled to begin. We request the person responsible for
preparing your data files be available in case we need to discuss any unique
issues discovered during the conversion process. When the conversion process is
complete, the files will be sent to your company via email. At that
time they are ready for import into our applications.
Data Conversion Additional Fees
- The initial charge for Data Conversion covers Customer, Vendor and Inventory
Files Only. If you require additional files to be converted such as Serial
Number Files or Multiple Ship to Files, please contact our Help Desk to setup an
appointment to further discuss the feasibility and cost. Please also be advised that if
compiling information from several different sources, you are responsible to
assure the data is consistent within each file. Any inconsistencies could result
in additional fees.
LIMITATIONS OF SERVICE & SUPPORT
ORDERS Plus.NET Nightly System
- ORDERS Plus.NET System Maintenance is performed nightly. During this
time, access to ORDERS Plus.NET is prevented. The ORDERS Plus.NET
System Maintenance time is based upon the user's time zone as follows:
EASTERN (2:00 AM-6:30 AM) - CENTRAL (1:00 AM-5:30 AM) - MOUNTAIN (12:00
AM-4:30 AM) - PACIFIC (11:00 PM-3:30 AM)
Primary Access Device
- We suggest the primary device used to access ORDERS Plus.NET is a Windows based
device or Mac Desktop using
Parallels and a
supported Windows Desktop Operating system. Depending upon the
computing resources available on the Mac computer, Parallels may have a minimum requirement
that uses the least amount of computing
resources on the Mac.
Although, ORDERS Plus.NET can be accessed using Apple and Android
devices along with the required Microsoft Remote Desktop App, we have seen a
recurring problem that happens when either Microsoft or Apple
release an update which then requires a
corresponding update from the other manufacturer. When these
are out of sync, connectivity errors are displayed and logon is prevented until
the corresponding update becomes available. We have seen the problem resolved
overnight and we have seen the problem take a week to resolve.
If you are experiencing connectivity problems with an Apple or Android
device, first make sure that all available updates are
applied to the device operating system, along with any updates for the Microsoft
Remote Desktop App.
If the latest updates do not resolve the problem, it can only be resolved by the respective manufacturers and their engineering teams.
We apologize for this inconvenience and will report the problem to the
respective manufacturers. However, since these technologies are in use by
millions of corporate users around the world, the respective manufacturers
are made aware of the problem quickly. Unfortunately, there is nothing more
we can do shorten the resolution time.
Behind the scenes, these problems are all related to security enhancements
that are an ever changing part of today's connected world. We can thank the
hackers for causing engineering teams around the world to be faced with
these problems on a daily basis.
We do suggest that both Apple and Android devices be considered secondary
and that a Windows based device i.e. PC, Tablet, Notebook or Surface, be
used as your primary method of connectivity. We have never experienced
connectivity problem when using a Windows based device since all of the
underlying technologies are built into the operating system.
Once the updates are back in sync and connectivity is restored, you may want
to consider disabling automatic updates and
then updating in a more controlled setting. Please review your respective
device settings for more information about how to disable automatic updates.
ORDERS Plus.NET Internet Connection Required - In all
circumstances, an internet connection is required to use the ORDERS Plus.NET
Enterprise service. A minimum bandwidth of 56k per user is required.
Data Usage fees or Internet Access fees are not included with the ORDERS
Plus.NET Monthly Service fees. Additionally, we cannot guarantee that
connectivity problems will not occur between your location and our data
centers and/or in-conjunction with operating system updates or service packs
that are installed and then impact internet connectivity.
ORDERS Plus.NET Secondary Device Support - Device specific
installation and configuration information is provided to your administrator
which allow a user to logon using an Apple or Android device. The
ORDERS Plus.NET User Account MUST have been activated prior to using one of
these devices. If a user needs help with installing and configuration
of the Microsoft Remote Desktop app for Apple or Android devices, please
contact your local IT person for assistance. Our support department
can only provide assistance with installation of the ORDERS Plus.NET
SecureConnect Client on supported Windows based desktop operating systems.
ORDERS Plus.NET Document Storage - The ORDERS Plus.NET
Enterprise service is not designed to be an online document storage system
for your entire enterprise, but rather store documents which are attached to
Inventory and Transactional records. Certain Document Formats are prevented
from being uploaded for security purposes.
ORDERS Plus.NET Enterprise Client Protection - An Internet
Firewall and Anti-Virus Software program must be installed on any device
that will access the ORDERS Plus.NET Enterprise Service.
ORDERS Plus.NET Enterprise SecureConnect Client - Firewall Settings
- The ORDERS Plus.NET Enterprise SecureConnect Client also
installs ORDERS Plus.NET Enterprise Sync which is used when communicating
with compatible 3rd party products installed locally. It uses standard
Microsoft RDP standards and protocols which include the use of TCP/UDP Port
3389 and may also require Ports 137 (UDP), 138 (UDP) and 139 (TCP) to be
open. It may also be necessary to ping connect.ordersplus.net to
determine the current IP address. However, due to the use of these standard components which are
part of the Windows Operating System, it may also be necessary to perform a
detailed analysis of the actual traffic based upon your specific
configuration to determine any additional ports and protocols that may also
need to be configured. We do not have the ability to know exactly what
Microsoft is doing in conjunction with the ever changing security topics and
patches. Qualified Firewall Experts are capable of determining these
changes by analyzing the specific traffic at your site. Our support
department cannot provide assistance with any additional firewall
configuration or settings.
Denial of Technical Assistance
- No technical assistance will be provided by our Help Desk to existing
customers with inactive software maintenance or inadequate number of support
incidents on their account. If the customer must purchase additional
incidents and/or reactivate software maintenance, scheduling an appointment
and/or opening a trouble ticket will be delayed until the required purchase
complete and the order processed. Typically, upon receipt of a signed
order, it will take one business day to process an order and update the
records. Once an order has been processed, the customer will receive
an invoice via email. Only at that time can the customer contact our
Help Desk to start the troubleshooting process. Our Help Desk cannot
start the process of troubleshooting unless the customer has active software
maintenance and the required amount of support incidents to schedule an
appointment, if necessary. Additionally, support is not provided for
hardware configurations that do not meet our minimum system requirements and
recommendations. If you are an existing customer and have purchased
new hardware and migrated our software products without previously
consulting with our support department, technical assistance will not be
provided for any associated problems.
Internet Connection Required - With the exception of Consulting, all
other professional services require a business class internet connection at both
the fileserver computer and any respective workstation. Our state of the
art, Desktop Connectivity System will allow the technician to connect directly
to your enterprise to provide training, advanced troubleshooting and resolve IT
issues in a faster and more efficient manner. This is an on-demand system
is 100% controlled by the customer during the approved session only.
Downloading Content from the Internet - Our Support Department does
not provide assistance for browsers and downloading files from the internet,
please contact your network administrator.
Permissions - In most circumstances, Local Administrator Rights are
required for the Windows User Account currently in use. This typically is
configured from the Windows Control Panel > User Settings and/or Computer
Management > Local Users and Groups, depending upon the version of Windows
installed. If the Windows User Account currently in use does not have local
administrator rights, you can search the Internet for the key phrase "how to
configure windows local administrator rights" for more details about how to
configure this or you may need to contact your Network Administrator for
assistance. Our Support Department does not provide assistance for
configuration topics related to your operating system.
Update Assistance - Some of our users have experienced
connection problems immediately after Microsoft Security Updates are
installed. If using ORDERS Plus.NET Enterprise, typically, these
problems can be resolved by removing any existing saved credentials from the
Windows Credentials Manager and/or downloading and installing the latest
version of the ORDERS Plus.NET Enterprise SecureConnect Client software.
If that does not resolve the problem, then uninstall the respective update.
Please also contact our Help Desk and report the specific update/kb article
that is causing the problem.
If using ORDERS
Plus Gold Enterprise, almost always these are server related security
problems and we would advise you uninstall the related update until your IT
person can assist with resolving the problem. You can also reinstall
the ORDERS Plus Gold Workstation Setup program. However, if you cannot
reinstall the ORDERS Plus Gold Workstation Setup program, you will need to
contact your IT person.
topics are critical and ever changing on a daily basis. Our software is
based upon the core security systems and standards which are part of the
Microsoft Windows Operating System. We will do everything possible to
identify any common problems that our engineering department can resolve.
However, we cannot troubleshoot issues related to Windows Updates.
Desktop Support Compatibility -
Live Support, Installation, Training and IT Services require that internet access be
available from any computer in which services are to be performed.
Support Limitations -
Assistance is limited to functionality as described in
the ORDERS Plus product manual. We will also attempt to assist Customers with basic connectivity issues for the
purpose of integration with compatible third party products. However, we shall not be responsible for connectivity issues
caused by third-party services, service providers, hardware, or software.
Installation & IT Services are
available for those customers that require additional assistance as it pertains
to Service Pack Installation, System Upgrades, Disaster Recovery and any other
software installation or operating system issues not related to compatible 3rd
party products. Limited assistance maybe available
for 3rd party products, however please consult with our
support department to determine exactly what level of
assistance is available from our support department
related to any compatible 3rd party products. Under no circumstance is support
included with the purchase of add-on modules, network license upgrades and/or
software upgrades. No Support is provided to a customer without valid
software maintenance and required minimum amount of
incidents on file. Based upon
the version of our product installed, assistance related to the integrated
financials is only available for a version no greater than 2
versions behind the current version available.
Qualified IT Person - If the
situation warrants, it may be necessary to hire a local IT person to resolve
problems that prevent us from providing services purchased and/or resolve problems
due to system incompatibility.
Based upon the latest System Requirements and the need to implement
virtualization for ORDERS Plus Gold Enterprise, your IT person must be
certified with either Microsoft Hyper V or VMWare. The minimum
requirements can be reviewed at:
Accounting Experience - Every good business knows the value of
staffing a qualified professional to take care of the financial and accounting
responsibilities within their company, therefore our Help Desk and Support
Department cannot provide the same
service received from a CPA or the accounting skills of a Controller/Bookkeeper.
A successful implementation within your company will require a staff member with
this level of experience using computerized accounting systems. Our Training Department will
assure the setup of General Ledger, Accounts Payable, Accounts Receivable and
Payroll (if purchased) is technically sound and provide
complete configuration assistance to your CPA and/or Controller/Bookkeeper.
Maintenance Fixes - From time to
time, a user may identify a specific programming problem. Once the problem has been communicated to our
Help Desk and has been confirmed, it will be corrected in the next
maintenance or service release. The specific timeline as to
when that release will be made available to the public is based solely at our
discretion. Once released, all users will be notified via email.
Generally, we will not provide engineering timelines and/or release schedules to
end-users. It is our policy to assess the problem and typically provide a
resolution within 90 days. A programming problem is specifically defined
as a function that does not operate as stated in the operations guide, not based
upon a user's interpretation or their own specific requirements.
eCommerce Interface Engine - The
eCommerce Interface Engine is a development tool used to allow order
entry data acquired from another source to be imported into our order entry
All Technical Information available for this toolkit is published in the
Operations Guide and requires the expertise of a person that is familiar
with database programming to understand it. Manipulating Data from one
software system to another requires database programming experience.
Since our Support Department does not consist of expert shopping cart
designers and the related database programming expertise for the respective
shopping cart system. It is advised that prior to any integration
work, the resource you select should consult with our support department to
fully understand the exact specifications that are outlined in the manual.
Terminal Server Configuration
- Even though, we do support operations on these platforms, our support
department cannot provide assistance with configuration and troubleshooting
on these environments. Please seek the assistance of a certified
consultant for the respective platform.
Custom Forms and Reports - If a
customer has had modifications to printed forms or custom reports, it is the responsibility of the customer to have the knowledge and
understanding to re-install those modifications after the installation of an
upgrade or service pack. Typically, Custom Forms are overwritten with
Factory Defaults during the installation of an upgrade or service pack.
Generally speaking, Custom Reports are not effected, but may need to be added to
the respective menus. Our Help Desk cannot provide
assistance or resolution to this problem. If the Custom Forms and/or
Reports were provided directly from our company, an installation program is always
provided. After installation of an upgrade or service pack, simply
re-install the Custom Form/Report Installation Program. There are no guarantees
made that Custom Forms and/or Reports will work with newer versions of our
products. It may be necessary for the Customer to purchase additional custom
modifications to work with the current version installed.
Re-Installation assistance is available by appointment only from our IT Services
Prior Version Reports - If your
company has chosen to install factory designed reports from an old unsupported version of
ORDERS Plus, please be advised that we make no guarantee to the functionality
and/or information output from those reports. Furthermore, it is the
responsibility of the customer to have the knowledge and understanding to
re-install reports if necessary after the installation of an upgrade or service
pack. Our Help Desk cannot provide assistance for anything
related to reports designed for an older version of the software. It may
be necessary for the Customer to purchase additional custom modifications to work with the
current version installed.
Re-Installation assistance is available by appointment only from our IT Services
Credit Card Processing and Configuration
Assistance - Due to the complexities and technical issues related to
installation and configuration of actual credit card processing software, an
experienced IT is person required. The product manual provides complete details
for installation, configuration and troubleshooting that would be required
by an IT person to successfully install and configure the system. However,
if the customer is unable to process a credit card directly from within PC
Charge, they must contact the PC Charge support department directly. If the customer can process a charge directly from within PC Charge, but not
from within our order entry application, our support department can provide
assistance and an appointment must be scheduled.
Custom Labeling Assistance - Our Custom Barcode Labeling module is a tool used to design custom labels.
Support for the use of the labeling software is available from ID Innovations,
the manufacturer of the AnyLabel. Please call their Technical Support
Department at 817-285-8772.
Import Assistance - Even though
our products have functionality to import initial Customer, Vendor and
Inventory Information for start-up purposes, our Support Department
can only provide assistance with using the function and cannot prepare the import files
themselves. Import specifications are
published in the manual and require the expertise of a person that is
familiar with database programming and data conversion processes. Manipulating
Data from one software system to another requires database programming
experience. All Data Conversions require the data coming from the old system be
manipulated prior to use in the new system. This requires in-depth understanding
of the old data and how it will be used within our products. There is no way to
troubleshoot a problem without this vital understanding and expertise. Since our
Support Department does not consist of database programmers, any suggestions or
advise would not be in the best interest of the customer. This is why we provide
a fixed price service to accomplish this objective.
- Only you can only determine if our products are a
perfect match for your business requirements. After your initial assessment, we will
be happy to schedule an appointment to discuss any specific needs.
However, we cannot provide the same attention to detail that you would
receive from your own hired consultant. It's like building a house. We
are providing the tools and knowledge of how to use those tools effectively.
However, what you do with them is up to you. Due to the powerful
feature set available, no single customer uses all of the tools available
within our product line. Thus, we will attempt to guide you to the
best tools suited for your particular industry.
Communication Outside Scheduled Appointment Times - During the performance of IT, Training, Data Conversion and
Custom Programming Services, it may be necessary for a support representative to communicate with the Customer which in turn, may provide the Customer
with that representative's direct contact information. Direct contact
attempts made outside scheduled appointment times will be ignored by the
representative and routed to the CustomerCare Department which will reply to the
request if possible. However, requests made outside the service range will be compiled and held until
the next scheduled appointment.
Limitation of Liability and Damages -
In no event shall, InterConnectWare L.L.C. be liable for any
special, incidental, indirect or consequential damages of any kind,
including, without limitation, those resulting from loss of use, data or
profits, whether or not advised of the possibility of such damage, and on
any theory of liability, arising out of or in connection with the use or
performance of our products and/or services, along with any information
provided. Some states do not allow the exclusion or limitation of
liability for consequential or incidental damages, so the above limitation
may not apply to you. Without limiting the generality of the foregoing,
InterConnectWare L.L.C. is not responsible
for telephone or connectivity charges incurred in connection with your use of our
services and support. InterConnectWare L.L.C. takes no responsibility for the Customer's actual
implementation of our products, which is the responsibility of the Customer and
their staff and not included with the purchase of the software. If the Customer
needs additional assistance with Implementing our products, they can purchase
training services if needed and/or schedule a training appointment as needed.
Disclaimer of Warranties - Our products and/or services are
provided "As Is". InterConnectWare L.L.C. hereby disclaims
all representations and warranties expressed and implied, regarding the
products and/or services or any related materials, including fitness for a
particular purpose, merchantability and non-infringement. Some states do not allow the exclusion of implied warranties,
so the above exclusions may not apply to you. In that event, any implied
warranties are limited in duration to thirty (30) days from the first date of
service. However, some states do not allow limitations on how long an implied
warranty lasts, so the above limitation may not apply to you.
Unauthorized ORDERS Plus.NET Network Access & Monitoring - If
accessing the ORDERS Plus.NET Network, any user may only logon to the ORDERS
Plus.NET Network using the logon information provided directly from
InterConnectWare L.L.C. No other person or organization is authorized
to use or logon using logon information from another user under any
circumstances. Unauthorized access to the ORDERS Plus.NET Network is
forbidden and will be prosecuted by law. The ORDERS Plus.NET Network
including all related equipment, network devices (specifically including
Internet access), are provided only for authorized use. All systems on the
ORDERS Plus.NET Network may be monitored for all lawful purposes, including
ensuring that their use is authorized, for management of the system, to
facilitate protection against unauthorized access, and to verify security
procedures, survivability and operational security. Monitoring includes
active attacks by authorized personnel and their entities to test or verify
the security of the system. During monitoring, information may be examined,
recorded, copied and used for authorized purposes. All information including
personal information, placed on or sent over the ORDERS Plus.NET Network may
be monitored. Use of the ORDERS Plus.NET Network, authorized or
unauthorized, constitutes consent to monitoring. Unauthorized use may
subject the unauthorized user to criminal prosecution. Evidence of any such
unauthorized use collected during monitoring may be used for administrative,
criminal or other adverse action. Use of the ORDERS Plus.NET Network
constitutes consent to monitoring for these purposes only.
Support Cancellation -
We may limit or terminate service to, or may elect
not to renew maintenance and/or support of any customer who uses the service in an irregular,
excessive, abusive or fraudulent manner. Terms, conditions, support features,
procedures, pricing and support availability for future periods are subject to
change at any time without notice. Coverage is non-transferable and is valid for
the original customer only. Resale or transfer is strictly prohibited, and will
be grounds for termination or non-renewal.
Multiple Companies - Our products do support the ability to
configure multiple companies under a single installation on a single server.
Multi-Company Setup means the registered company
that purchases our product is also a 100% owner of another company that
needs to be managed using the software installed on the same server and same
installation paths. Under no
circumstances may our software be used to manage other companies that are not
solely owned by the registered owner. Furthermore, standard support
services are based upon a single site administrator responsible for
implementing and training staff at other locations and/or other 100% owned
companies. If a different administrator is
required for a separate company, owned by the primary licensee, an
additional annual software maintenance contract will be required for each
separate company. Our products are licensed on a per server basis.
Jurisdiction and Venue - Any legal
action brought against InterConnectWare L.L.C. shall be governed by
the laws of the State of Nevada without regard to its conflict of law
principles. You agree that Clark County, Nevada will be the sole
jurisdiction and venue for any litigation arising from your purchase of our
software products and/or services.
All Product & Support Sales Final/No Refunds - The
customer accepts full responsibility as to whether or not our software products
are best suited for their specific business requirements. If the customer agrees
to the software license and the software installed, the customer agrees they have reviewed
our evaluation tools and respective documentation and
chose to purchase our products and services based upon their own evaluation the customer's specific requirements. Under no circumstance can
products and/or services be returned for a credit or cash refund.
Successful Use and Implementation -
InterConnectWare L.L.C. is not responsible to insure the customer can successfully implement and/or
use our software and/or services. It is the customer's sole responsibility to: Evaluate Their
Specific Needs, Determine if the Software Can Meet Those Needs By Use of the
Evaluation Tools and Implement them within their business. Professional Services can be hired to provide assistance and guidance
during the process. However, it is the responsibility of the customer to have
qualified staff available and capable of interpreting the assistance provided.
SOFTWARE LICENSE AGREEMENT - You own only the electronic media
on which the Software is recorded. Like a music CD or downloaded media, you
own the physical copy, but not any rights to the recorded material. This
license gives you the non-exclusive, non-transferable right to use the
software on the following terms:
BASIC USE RESTRICTIONS - Disk Use Licenses - You
may install the Software on one(1) Computer or one(1) Network server. In
either case, you may make one(1) backup copy, provided that you reproduce
all copyright and other proprietary notices on the copy. Multi-User
Licenses - Multi-user Licenses use based upon concurrent use. If it
is required that more than one user access the software at one time, a
concurrent multi-user license is required. If you are already licensed to
use the Software under the Disk User License, you may increase the number of
concurrent users entitled to use the Software on a network server. For
example, a 5-user License authorizes five total users to use the Software as
above, a 10-user License authorizes ten users and a 100-user License
authorizes a total of one-hundred users to use the Software as above.
In Either case - Under each Disk Use License or Multi-user
License, you may not simultaneously install or use the Software on more than
one computer at a time, regardless of whether such computer is a stand-alone
unit, portable unit, or part of a computer network. You may not rent, sell,
transfer, distribute, or grant any rights of the Software or accompanying
documentation. You may not remove any copyright or other proprietary
notices on the Software and accompanying documentation. You may not
modify, alter, translate or create derivative works based on the Software.
You may not copy, except as allowed above, the Software or the accompanying
documentation. You may not reverse engineer, decompile, disassemble or
otherwise attempt to derive the source code, except as local law may permit
you to do so, notwithstanding such restrictions. You must not use the
Software to create applications which compete with any of our software
Warning - The unauthorized reproduction or distribution of
this copyrighted work is illegal. Criminal copyright infringement, including
infringement without monetary gain, is investigated by the FBI and is
punishable by up to 5 years in federal prison and a fine of $250,000.