Software Development Kit Technical Support Policy
This support policy applies to all DigitalPersona Software Developer Kit ("SDK") products, other than those obtained via a promotion, acquired from DigitalPersona, Inc. or an authorized DigitalPersona reseller or distributor.
Products Covered: Only those SDK software products properly licensed from DigitalPersona are eligible for technical support as described within this Policy.
DigitalPersona provides technical support for only the current version and the two prior Major or Minor Releases, in the aggregate, of the SDK product. If a customer reports an issue in a version of the SDK product that falls outside of these parameters the Technical Support Staff may ask the customer to upgrade their DigitalPersona software product, prior to continuing with any support services.
Unsupported Products: We do not provide support for any SDKs acquired via a promotional offering. We cannot provide support for any SDK product that has been installed, configured or used in any way that deviates from the applicable documentation. We cannot provide support for any SDK product that has been damaged, altered, or modified in any way.
Support Provided: Support services include telephone, web and/or email clarification of the functions and features of our SDK products to assist the customer in developing their application. We will also provide troubleshooting assistance to determine if an error exists in our SDK product. If we determine that an error does exist in our SDK product, we will provide commercially reasonable efforts to correct the error. However, we make no guarantee that every error will be resolved.
If we determine that an error exists in the customer's application code, it is the customer's responsibility to troubleshoot and correct the error. We do not provide assistance in debugging customer's application code.
Third Party Software & Hardware: We do not provide support services for third party software or hardware. If, in the course of assisting a customer in troubleshooting a reported issue, we believe that the cause may be due to third party software or hardware, it will be the customer's responsibility to contact the appropriate vendor(s) and to troubleshoot the issue directly with the vendor(s).
If the third party vendor confirms that their software or hardware component is the cause of the reported issue, DigitalPersona reserves the right to invoice the customer for support services rendered for this issue.
No End-User Support: Support services are available exclusively to developer. Developers are responsible for providing all support to their end-users. DigitalPersona cannot respond to any requests for support from developer customers. Each developer is responsible for providing their customers with contact information for the developer's support organization and for explicitly conveying that DigitalPersona is not to be contacted for support issues.
Customer Responsibilities: To ensure that the support process is as effective as possible, each customer has the following responsibilities:
- Train its end-users in the proper use of the customer's applications and provide supervision, control and management of the use of the application/hardware.
- Develop recovery procedures in the event of an error.
- In the event of an error, customer shall attempt to implement an appropriate Workaround.
- Document a reported error of the SDK product sufficiently to enable DigitalPersona's Technical Support Staff to replicate and verify the error; run any appropriate diagnostic utilities, and perform any other tasks reasonably necessary to diagnose and/or replicate the error; if requested, provide DigitalPersona the developer's application code which is sufficient to demonstrate the error.
- Take all steps reasonably necessary to carry out corrective procedures within a reasonable time after these procedures have been received from DigitalPersona.
Right to Deny or Discontinue Support Services: DigitalPersona reserves the right to cease providing support services to any customer at any time should any customer breach the terms of the SDK license agreement, engage in threatening or abusive behavior, or engage in any fraudulent or misleading activity related to DigitalPersona or a DigitalPersona product.
Hours of Coverage: DigitalPersona's Technical Support Staff is available to assist customers Monday through Friday 8:00 AM to 5:00 PM PT, excluding DigitalPersona business holidays.
Language Support: Support services are provided in the English language only.
Definitions:
- Error - a verifiable and reproducible failure of the product to substantially conform to applicable documentation.
- Major Release - a general release of software indicated by a change, from the previous release, in the number to the left of all decimal places in the version number. For example, in version number x.y.z, a change in x would indicate a Major Release.
- Minor Release - a general release of software indicated by a change, from the previous release, in the number to the immediate right of a Major Release version number. For example, in version number x.y.z, a change in y would indicate a Minor Release.
- Workaround - a technically feasible change in the operating procedure of the application that minimizes the effects of the error.
Revisions to this Policy: DigitalPersona reserves the right to revise this Policy at any time upon written notice to customer.
Updated January 15, 2008.