Extended Support Terms

  1. Support applies to the original Rapid SCADA software without any modifications made by third party.
  2. Support fees is non-refundable.
  3. Acceptable communication channels are listed in Contact page of the official product site http://rapidscada.org
  4. The customer sends Rapid SCADA the information about the authorized support contacts – the persons which are assigned to get the support on behalf of the customer.
  5. The maximum number of the authorized support contacts is 2. If you need additional authorized contacts, please contact us.
  6. The maximum response time is 48 hours since the customer request.
  7. If the maximum response time is exceeded, the customer obtains additional days of extended support as a compensation. The number of additional days equals to the number of days of the customer waiting for the response.
  8. The amount of included remote troubleshooting service is 1 hour for 6 months support and 2 hours for 12 months support. The minimum billing interval is 15 minutes.
  9. Licenses for the proprietary modules are provided for the support period and 1 instance of Rapid SCADA.
  10. Support availability time: 8 hours per day, 5 days a week (monday – friday) except public holidays.
  11. The customer is responsible for making backup copies of data and the software. In no event Rapid SCADA is liable to company or to any third party for any special, incidental, punitive or consequential damages.