From the "Support Access Agreement"

 

4. LIMITATIONS: This agreement provides access to email and telephone support on the proper use of the software Product listed above, and access to Versions. No other services are covered by this agreement. While access to services not covered by this agreement is provided for by this agreement, such services are fee-based (“Non-Contract Support”) and will incur Non-Contract Support charges at GenesisFour's then current rates for such services. Examples of Non-Contract Support include but are not limited to:
 

(i) Repair or replacement of Products required as a result of causes other than normal use, including, without limitation, repair, maintenance, alteration or modification of the Products by persons other than GenesisFour personnel
 

(ii) accident, fault or negligence of the Licensee
 

(iii) operator error (either hardware or software related) including but not limited to incorrect data entry
 

(iv) misuse or improper use of the Products
 

(v) external damage to the Product such as failure of electrical supply, or fire, lightning, or water damage
 

(vi) hardware support of any kind
 

(vii) support of non- GenesisFour hardware or software
 

(viii) operating system support
 

(ix) data recovery from backup media for any reason
 

(x) data or database repair.
 
Non-Contract support services will be at GenesisFour's then current rates, billable on a one hour minimum charge basis. Long distance telephone charges for modem support, and all travel and transportation expenses incurred by GenesisFour for on-site services should they become, in GenesisFour’s sole discretion, necessary, is the responsibility of the Licensee, and will be reimbursed to GenesisFour. Accounting and/or bookkeeping support arising from incorrect entries and/or lack of familiarity with accounting principles is Non-Contract & fee-based.