Product Support is only for MoversSuite products. This agreement does not provide support for customer servers/networks, computer operating systems, or other third-party software not provided by EWS unless specifically outlined in the license agreement. This includes, but is not limited to, configuring, and maintaining backups of any data and software installed on the customer’s server(s); this is the sole responsibility of the customer.
Product Support is only provided for products when used on hardware and operating system versions that meet documented minimum hardware and software requirements.
Product Support does not include in-depth training for existing or new employees or any application consulting. Product Support provides answers to simple how-to questions related to the products and will provide limited information regarding standard industry processes.
Product Support cannot answer questions such as “What’s the best way to dispatch my local crew?” or “I need to add a new employee, can you do that for me?” Help with these types of issues can be arranged through available training or consulting options.
Product Support does not include assistance in identifying, solving, or reconciling general accounting issues that are not directly the result of problems with the MoversSuite products.
Product Support may limit the time spent on product usage questions to 15 minutes providing the questions could be answered by having the user attend a relevant MoversSuite training course or if documentation addressing the question is available.
Product Support assistance with MoversSuite product upgrades is provided Monday through Friday, 8:00 a.m. to 4:00 p.m. Mountain Time (MT), excluding holidays.
Product Support only supports techniques and workarounds provided by EWS. EWS cannot guarantee that workarounds will not cause other problems nor will EWS support workarounds that resolve problems other than the ones for which they were specifically developed.