Support Policy for Spinalogic

Thank you for choosing Spinalogic! We are committed to providing excellent customer support to ensure your satisfaction and help you make the most of our software. This Support Policy outlines the support services we offer and the terms and conditions governing our support.

Support Channels:

We provide support through the following channels:

1. Tickets: 

You can reach our support team by sending a ticket. It is important to understand how to get the most out of tickets. You can review our support page regarding this here: https://support.spinalogic.org/support-tickets/

You can send a ticket:

2. Online Support Portal: 

Our comprehensive online help center contains FAQs, tutorials, and documentation to assist you in resolving common issues and learning about our software’s features and functionalities. Access the portal from Spinalogic by going to Help, Support. Or go to: https://support.spinalogic.org/

Support Hours:

Our support team is available Monday to Friday 9AM to 5PM AEST exclusive of observed holidays. We strive to respond to all support inquiries within 24 business hours. However, response times may vary depending on the complexity of the issue and the volume of support requests received. Upcoming Holidays where support will be delayed are recorded here: https://spinalogic.org/support-hours/

Support requirements:

In order to provide full support we need to be able to connect to the computers on your local network as follows:

Workstations: Connection is made using TeamViewer. You must supply: Teamviewer ID, a current Teamviewer password, the user windows login credentials and any administrator credentials if the user is not administrator. You must also ensure your workstation is set to “power always on”.

Server. Connection is made using either Teamviewer or Microsoft RDP. For Teamviwer you must supply Teamviewer ID, a current Teamviewer password and windows administrator credentials for the server. For RDP, you must supply the RDP IP address, RDP Port and windows administrator credentials for the server.

We do not support connecting to your computers using any other remote access protocols.

Configuring remote connection is entirely the responsibility of your IT service, not Spinalogic.

Antivirus: Spinalogic only supports use of supported antivirus software. If you use third-party antivirus that is not in our supported list, we are unable to provide support for that computer. For supported antivirus products, see https://support.spinalogic.org/antivirus-and-firewall/ .

Supported Versions:

We offer support for the current version of our desktop software and the previous major release. It is recommended to keep your software updated to ensure access to the latest features and bug fixes.

Scope of Support:

Our support team is dedicated to assisting you with technical issues, troubleshooting, and inquiries related to the functionality and usage of our software. We will make reasonable efforts to help you resolve problems or provide guidance within the scope of our software’s capabilities. We cannot supply IT support, only support for our products.

Please note that our support team does not provide assistance with the following:

  • Customizations or modifications to the software’s source code
  • Hardware-related issues
  • Network-related issues
  • Training on general computer usage or operating systems.
  • Assistance with third-party software or integrations.
  • Printer and scanner settings
  • Third-party SMTP settings
  • Third-party SMS 
  • Third-party Anti-virus
  • Securing remote connection to your computers

Bug Reporting:

We encourage our users to report any software bugs or unexpected behaviors they encounter. Our team will review bug reports and address them in future software updates, providing fixes and patches as necessary.

Support Exclusions:

We reserve the right to refuse support or charge an additional fee for assistance in the following cases:

  • Use of unauthorized, modified, or pirated copies of our software.
  • Issues arising from incompatible hardware or operating systems.
  • Third-party software conflicts or issues.
  • Issues caused by user error, negligence, or improper use of the software.
  • Offensive language or behavior towards support staff members.

Suspensions:

Spinalogic support always aims to be kind and courteous to all clients. We expect the same kindness towards all Spinalogic support staff. We will not tolerate name calling, or any other behavior deemed rude or offensive. In such an event, you will be issued a warning. If the behavior continues you may be subject to suspension of support and/or termination of Spinalogic license.

End of Life:

At times, we may announce the end of life for a particular software version. When a version reaches its end of life, we will no longer provide support for that version. We strongly encourage users to upgrade to the latest supported version to continue receiving assistance.

Confidentiality and Data Protection:

We respect your privacy and are committed to protecting your personal information and data. Our support team will handle all customer information and data in accordance with our Privacy Policy.

Changes to the Support Policy:

We reserve the right to modify or update this Support Policy at any time. Any changes will be effective upon posting the updated policy on our website. It is your responsibility to review this policy periodically for any updates.

Agreement

By using our software and requesting support, you acknowledge that you have read, understood, and agreed to this Support Policy.

If you have any questions or require assistance, please don’t hesitate to contact our support team. We appreciate your business and look forward to serving you.

Sincerely,

Dr Richard Sawyer

Spinalogic