Assignment & Partner Support Programs
10x Software reserves the right to outsource or assign technical support services responsibilities within the term of your agreement with us. If we chose to do so, you will be informed and given the opportunity to terminate this support agreement with a pro-rata refund.
We resell the JBoss, Inc. & MySQL production-level support solutions in our Gold Support program. Production level support on those products are performed by JBoss or MySQL personnel, the world-wide experts and creators of those software solutions.
We reserve the right to terminate one of our Customer Support Agreements at any time, for any reason, with or without cause, through written notification and a pro-rata refund for services not used.
Sunset or DeSupport
We reserve the right to refuse to renew Customer Support Agreements at any time, for any reason, with or without cause.
General Restrictions / Limitations
10x Software will always provide best effort to provide suitable resolutions to questions within a reasonable time frame. We will keep you informed if the resolution will require additional time. No one can warrant 100% accurate resolution of all issues. All usage of our products must conform to published documentation, including systems requirements, included with the products.
We reserve the right to refer you to our consulting and/or training services if we feel that is the best approach for you to gain resolution to your questions. All services or training will be provided at the then current fees and terms.
Technical support is designed to provide highly focused technical responses to questions you have about our products. As such, we cannot address fitness to purpose, usability, your application code or any pre-release or trial versions.
Customers must provide clear, detailed descriptions of the problem along with information necessary to replicate the error. Repeating the error is necessary for us to increase our accuracy in resolving the problem.
Support is only offered on 10x Software provided software products