LockLizard DRM Software - Support Contract Terms

Support is ONLY provided to LockLizard customers (publishers) who have taken out a support agreement with LockLizard.  Publisher's customers (end users) using the free Secure Viewers are not entitled to support from LockLizard.  They are however provided free access to the LockLizard knowledgebase, which is publicly available.  End user support issues must be handled through the publisher and logged by the publisher in our helpdesk ticket system.

The support service is provided by email only.  Support requests should be logged through our helpdesk ticket system.  Support requests may be made by any of the Administrators of supported application(s).  A telephone based support service is not currently available.

The target response time is within one business day of receiving the support request.   Critical requests may be addressed as urgent, and will be reviewed by LockLizard to determine the speed of response that will be provided.

All publishers are provided with access to updates to the Release of the Writer/Administrator that was originally purchased.  Updates are provided by LockLizard by making an update to the Writer/Administration system available for electronic download from one of their web sites.  The release and availability of updates will also be announced by LockLizard and the registered contact for the publisher account will normally also be notified by email.

There is no fixed schedule for providing updates.  The Writer application is programmed to offer a check for an available update every 7 days, and will ask user permission to carry out an update if one is available. Publishers should evaluate the suitability of implementing a Writer update before making any changes to their operational systems.

Where publishers are hosting their own Administration servers, if they have a support agreement, updates to the Administration server scripts and database structures for the purchased release will be made available, together with release notes, for their own implementation.  LockLizard will support Writer and Viewer problems under this support agreement.  Any other problems reported with own server implementations will only be investigated by LockLizard Support on a time and materials basis. Separate details of this service are available on request.

LockLizard Viewer applications programs are regularly updated by LockLizard to incorporate error corrections and to add new features and capabilities.  Viewer updates are made available for automatic download for all Viewer users without the need for intervention by publishers.  Publishers should be aware that the introduction of an updated Writer application may require their customers to update existing Viewers in order to handle updates and corrections.