1. Different ways to get support
Vound offers three support options designed to assist users that experience problems while working with Intella Connect™:
1.1. Standard technical support
Standard technical support is offered free of charge to all Vound customers that have a current support and maintenance contract.
Standard technical support can be requested at the Vound support page, http://support.vound-software.com.
Support is provided on business days, Monday through Friday. We attempt to give you a first answer within 2 business days.
All communication will be remote – e-mail, GoToMeeting, and other means – and not in person unless otherwise arranged.
Standard technical support will only be provided if your computer and operating system meet the minimum recommended specifications listed in the latest version of the Intella Connect™ manual.
Who is eligible for technical support?
Our goal at Vound is to provide our customers high quality and timely technical support. To do this we limit technical support to the registered owners of Intella Connect. Companies that allow a third party to use their Intella Connect licenses must have that third party channel all technical support through the original registered owner of the software. To ensure that we support our customers, Vound regrets it cannot support users who are not the original registered owner of Intella Connect.
What technical support is included?
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Installation and set-up support limited to one computer in your environment.
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Configuration technical support and user support on use for standard Intella Connect™ options.
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Support for errors in the software (bugs).
Please note that Vound will make reasonable efforts to correct identified software errors. However this may not be achievable until a later date or version release. If this is the case, the user should make efforts and take responsibility to achieve the required outcomes via other methods. Where the errors relate or are caused by corrupt data (within source files), Vound reserves the right to charge for the work needed to rectify the issue.
No support can be provided…
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When your computer does not meet the minimum or essential system requirements.
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When you made any kind of modifications to the installed software.
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When you are not using the software for its intended purpose.
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When 3rd party applications, like virus scanners, firewalls, and other forensic applications, interfere with Intella Connect™.
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Explaining the method needed to use each feature to achieve a set outcome.
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At no time should Vound technical support be seen as legal or forensic advice. Our support is given with no knowledge of the specific case or matter Intella Connect is being used on. Technical support is focused on the correct installation and usage of Intella Connect features. We do not warrant that we are aware of all facts around the case that may be under investigation. As such our replies should not be seen as advice or the only way to achieve the required outcome. |
1.2. User support contract
A paid user support contract is offered to those customers that want additional user support. The user support contract provides assistance that falls outside the standard support package (see Standard technical support).
What can be included in the user support contract?
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Help with the case or setup configuration of Intella Connect™.
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Assistance in using the basic and advanced features of Intella Connect™ such as searching, tagging, and exporting.
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Help with the installation of Intella Connect™, or help with the configuration and set-up of your computer that runs Intella Connect™.
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Detailed explanation of Intella Connect™ case management and help with Intella Connect™ case setup.
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Help with the export of search results found with Intella Connect™ for use with other applications.
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Support for using Intella Connect™ in combination with software from other vendors.
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Support for issues that a newer Intella Connect™ release has addressed.
How to buy a user support contract?
User support contracts are based on your specific needs. If you want to know more, please contact your nearest Vound representative or your local Intella Connect™ reseller.
1.3. Certified Intella Connect™ training courses
Vound offers a number of paid training courses for its product. These courses are designed to expand your effectiveness and output when using Intella Connect™. It is recommended that all users take a minimum basic training course to ensure they are correctly using the product.
Users who have taken a recent training course for their Intella Connect™ product will be offered a discount on a paid user support contract.
For more information on types of training and available dates please visit http://www.vound-software.com/training.
2. Working with Vound support
It is highly recommended that customers and users take advantage of the Vound support page when seeking assistance. The support portal takes care of collecting all necessary information such as the Intella Connect version, Windows version, source types used, etc. and will suggest relevant articles from the Intella Connect knowledge base.
3. Upgrade contract
Vound customers that purchased an Intella Connect license are entitled to install free upgrades of the software for a period of one-year. In other words: an Intella Connect™ license comes with a one-year upgrade contract.
After this period purchasing an upgrade subscription will continue the upgrade contract. Please contact your nearest Vound representative for more information.
Please know that you will only have access to standard technical support if you have an upgrade contract.