Technical support services

Reviewed: 19 August 2024

Licensor: Ground Labs Pty Limited

Enterprise Recon Product Suite

The Licensor provides a range of paid and complimentary technical support and professional services for licensed Enterprise Recon software products (“Licensed Products”).

All Enterprise Recon products purchased or renewed after January 1, 2024, will be supported based on licensee chosen support package.

Paid Support: Standard and Premium Support

All use of the Licensed Products is governed by our End User License Agreement (“EULA”) as posted on https://www.groundlabs.com/eula/ or Subscription License Agreement (“SLA”) as entered into and agreed separately.

Conditions for access to paid Standard and Premium Support services:

  • The Licensee may submit requests for support through the named Licensee operators using the Customer Portal.
  • The Licensee’s requisite attention and effort to follow up on the issue, after communication with the Licensor.
  • The Licensee’s provision of sufficient information to the Licensor concerning the reported issue(s).
  • The Licensee’s prompt installation of software maintenance releases, bug fixes and/or workaround supplied by the Licensor, as applicable.
  • The Licensor may use any statistical data generated by the support cases for the purpose of improving use of the Licensor’s products, and handling of such data shall be governed by the confidentiality terms and conditions set out in the relevant section of our EULA or SLA.

The Licensor’s Support services exclude:

  1. Customers without a current paid software subscription or appropriate support package.
  2. End users who are not included in or designated under the Licensee’s account.
  3. End of life, beta and development features or releases.
  4. Non-English language support.
  5. Statements of assurance relating to the Licensee’s PCI DSS or PII data compliance.
  6. PCI DSS compliance advice other than that related exclusively to cardholder data discovery.
  7. Use of the Licensor’s products on unsupported or outdated operating system versions.
  8. Professional services such as systems and performance tuning, deployment and capacity planning, installation and upgrade services and custom data type creation are not part of support packages and can be purchased to complement existing services - not available on Web support.

In addition:

Effective January 2024, Ground Labs can, if required, provide Custom Technical Assistance packages on a day-rate or project basis, tailored to the specific requirements of the Licensee where Standard or Premium support has been subscribed to including:

  • Full- or part-time access to a dedicated Technical Account Manager
  • Product set up and operator training
  • Product configuration
  • GLASS certification and training
  • Pattern testing
  • Custom services

Free Support: Web Support

Enterprise Recon Pro is not eligible for Free Support and requires either Standard or Premium Support.

Conditions for access to Support services for Licensees using Web Support (Free):

  • The Licensee may submit support requests through the named Licensee operators using the Customer Portal.
  • The Licensee’s requisite attention and effort to follow up on the issue, after communication with the Licensor.
  • The Licensee’s provision of sufficient information to the Licensor concerning the reported potential bug issue(s).
  • The Licensee’s prompt installation of software maintenance releases, bug fixes and/or workaround supplied by the Licensor, as applicable.
  • The Licensor may use any statistical data generated by the support cases for the purpose of improving use of the Licensor’s products, and handling of such data shall be governed by the confidentiality terms and conditions set out in  the relevant section of our EULA.

In scope:

Licensees are provided with complimentary initial support on set up and installation within the first 90 days of the initial license term.

Web Documentation:

Licensees may access our detailed user guides and technical documentation to help you understand and use our software effectively.

Knowledge Base:

Licensees can browse through our knowledge based for articles, how-to guides, user videos and troubleshooting tips.

Bug Reporting:

Licensees who encounter a bug or product technical issue are requested to report it using the online form in the Customer Portal. Our team will review and address it as soon as possible on receipt.

Please note that we do not provide direct email support for Web Support users, nor can we provide professional services.

E&OE
@August 2024