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Client will provide a documented example of defects or errors. Client will endeavour where possible to provide a listing of output and access to any other data DCM requires in order to reproduce operating conditions similar to those existing when an error or defects are discovered.
Exclusions under the main support model:
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Installation of DCM
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Correction of errors or defects caused by Client's operation of DCM in a manner other than as authorised by CONNECT DIRECT
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Correction of errors or defects caused by modification, revision, variation, translating or alteration of DCM not authorised by CONNECT DIRECT
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Correction of errors caused in whole or part by the use of software other than DCM
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Training of staff
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Rectification of operator errors
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Rectification of errors arising from faults in the computer hardware on which DCM is running or any device connected to that computer hardware
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Maintenance of Client's computer network
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Change in circumstances requiring the re-installation of DCM supplied software, examples of which are:
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Purchase of a new computer
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Rebuilding of an existing computer
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Infection of an existing computer by a Computer Virus
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Removal of DCM software through the actions of the Client or other non-authorised party.
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Change in Client's circumstances requiring a change in customised reports and templates
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