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Maintenance Policy

The Holocentric maintenance agreement applies for a maintenance period of 12 months from date of purchase, and is renewable annually. It provides product releases and updates and support services as described below. This maintenance policy does not apply to customers with whom we reach alternative agreements.

Product Release and Update Entitlement

Holocentric Modeler is issued in different versions, releases and updates. For example, Holocentric Modeler 4.1.3 is version 4, release 1 and update 3.

Updates include corrections and minor enhancements. New versions are published for major new features or significant changes in product direction. Releases cover the ground between updates and versions, and may include new features and/or improvements to existing features.

Customers with maintenance are entitled to all new updates and all new releases, within their licensed version, which are issued during their maintenance period. An upgrade fee may apply for a new version.

Technical Support

During the maintenance period, customers may contact Holocentric's technical support staff to obtain advice and assistance or report suspected software errors.

The technical support service is available on weekdays, excluding New South Wales public holidays, between the hours of 9:00am and 5:30pm (AEST/AEDT). Customers may submit their support request online. Customers may also contact Holocentric's technical support staff via email, phone or fax.

On receiving an error report from a customer, Holocentric's technical support staff will investigate the suspected software error. If the error is confirmed, Holocentric will make all reasonable efforts to provide the customer with a correction. Where the error is diagnosed in a release that is no longer supported, Holocentric will supply any existing correction in its possession.

Holocentric reserves the right to discontinue support for a release a minimum of 90 days after a subsequent release has been issued. Please contact Holocentric for information on the support status of a release.