Tungsten Automation One-year Product Support Warranty
Tungsten Automation One-year Desktop Product Support Warranty provides customers with unlimited access to Tungsten Desktop Technical Support for the first year of Product Ownership. Access to Technical Support is limited to problems or issues experienced during installation, setup, configuration, reinstallation (not including data recovery) and during normal usage. Hardware configuration must meet the system requirements for the software. See the User’s Guide specific to the Tungsten Desktop Software for system requirements. The One-year Desktop Support Warranty is effective upon the earlier of product registration or activation.
Coverage
Technical Support is available by telephone and web based “Case” based ticketing system. Each separate problem or issue reported to Technical Support is defined as a separate “Case”.
One-year Product Support Warranty Availability
One-year Product Support Warranty is available within the first 90 days of product ownership of the current versions of Tungsten Desktop Software. The specific applications are OmniPage, PaperPort, Power PDF. Product Registration is required to receive the One-year Product Support Warranty.
Software Updates
From time to time, Tungsten will release bug-fix only software updates to remedy issues with our Desktop products. Bug-fixes are provided free of charge as a download from within the Desktop Software and/or from the Tungsten Automation website.
Support “Case” Definition
Tungsten Automation defines a support Case as a specific, discrete issue that can be addressed by isolating its origin to a single cause. Tungsten, in its sole discretion, will determine what constitutes a support Case. A support Case has reached resolution when the customer receives one of the following:
- Information that resolves the issue
- Information on how to obtain a bug-fix only software solution that will resolve the issue
- Notice that the issue is caused by a known, unresolved issue or an incompatibility issue with the supported product
- Information that identifies the issue as being resolved by purchasing an upgrade to a newer release of the supported product
- Notice that the issue has been identified as a hardware equipment issue
- Information that isolates issue to a third-party product, not supported by Tungsten