You can download an adobe electronic copy here 

Why do I need a Support/Maintenance agreement ?
At some stage during the use of your software, you may need assistance, upgrades, maintenance, education or support on the software and a Support/Maintenance agreement will ensure that there is someone technically capable to assist you when it matters. Consider it an insurance policy for your system that will guarantee minimum downtime at minimal cost.

If you do not take out any agreement then ProWess will charge all service performed on your system at casual rates, unless it is covered under the 90 day warranty conditions.

What are the types of Support/Maintenance plans available?
ProWess Sports offers two types of Support and Maintenance plans and you choice is dependant on the level of use of the software and the annual fees you prefer to pay. The two levels available are:

• Standard Support/Maintenance
  For low activity and domestic users that do not require high priority service, prefer to minimise their fees and are satisfied with the functionality of the current version of the software and would be prepared to purchase a major upgrade on case-by-case basis. 
   

• Premium Support/Maintenance
  For high activity users that are very dependant on the system and require priority service to minimise downtime and ensure a quick turnaround time on any support issues and prefer to take immediate advantage of any enhancements or improvements that may offered. 

What do you receive for ProWess Support/Maintenance?
The Support/Maintenance Plan ensures that your software is always operational and up to date and that your organization can function at its most efficient at all times.

�         Standard Support/Maintenance

For low activity and domestic users that do not require high priority service, prefer to minimise their fees and are satisfied with the functionality of the current version of the software and would be prepared to purchase a major upgrade on case-by-case basis.

�         Premium Support/Maintenance

For high activity users that are very dependant on the system and require priority service to minimise downtime and ensure  a quick turnaround time on any support issues and prefer to take immediate advantage of any enhancements or improvements that may offered.

Standard Support/Maintenance

Premium Support/Maintenance

Please note: Software support is not "over the phone training".

What support do you receive?
ProWess provides a range of resources and information to help you work effectively and include:

Note:  Support outside these normal hour is available by appointment at a specified rate 

ProWess will always endeavour to have a technical support person ready to answer your queries and provide effective solutions for you. 

What response times can you expect to receive?
Based on previous experience we classify service/support tasks based on severity and there are 3 levels as detailed below with their anticipated response times to your initial query.

NOTE: This means the request will attended to, but does not guarantee a solution will be provided in this timeframe 

What your Support/Maintenance Agreement does NOT cover...

Software support does not normally include user training unless it has been previously arranged or agreed. In this case, it is then your responsibility to ensure users/operators have been adequately trained in using the software and remain competent in system operation.
We are happy to assist you with these issues, with time chargeable at hourly rates by our Consultants.

Maintenance Fees & Billing
We typically provide maintenance on an annual basis only and it is charged per software module, based on the number of simultaneous users of the software. Your agreement must cover all software modules on your site and be for the number of software user licences you have chosen.

You can choose to pay the designated fee either by monthly direct bank debit or on receipt of a software maintenance invoice. By using our maintenance service, you agree to these terms and conditions. ProWess Sports reserves the right to refuse support of a user's account is unpaid at the time of the support request. 

As a general rule, the expect annual fees for the support/maintenance would be 

Eg, For a product with initial licence fee of $100, you can expect Standard support to cost approx $25 per annum and Premium support would be around $50 per annum. 

Ultimately the fee will be determined by the complexity of the module, and 3rd party integration consideration, location of the installed site in relation to ProWess support office, etc. 

Schedule Of Fees

These rates are current as at June 2005 and may be reviewed annually.

The fees associated with the support/maintenance of the designated software will be specified and calculated separately at the time of order.

What do the payments include?
Software Support/Maintenance ensures your ProWess Sports software is always up-to-date and that your organization can function effectively at all times. If you choose Standard plan, it will include crucial updates and support by e-mail and the Internet. If you choose Premium plan, it will include all updates/enhancements and support by either telephone, fax, modem, e-mail and the Internet for your software.

Please note that any updates or support that may be required for any application software, operating system, communications software, system back-up software or any other type of software that is not shown on your schedule or proposal is NOT included and will be charged for separately. 

Other terms & conditions
If you change your software by adding new modules, more users, etc., your maintenance fee will change accordingly.

Please note that participating in the Software Support/Maintenance Plan is the only way you will be able to ensure your software is up-to-date and supported, so if you decline payment of the maintenance fee then no updates or support will be provided and ProWess reserves the right to charge their normal licence fees for any new updates of the software or charge casual rates for any necessary support.