AdRem Software

Support Rules and Procedures

Applicability and Contractual Status

These Support Rules and Procedures apply exclusively to customers with a valid Upgrade & Support Subscription or during an official evaluation period.

Support services are provided subject to the applicable End User License Agreement (EULA), Commercial Purchase Terms, and any Order Acknowledgement issued by AdRem Software.

These Support Rules do not create any service level agreement (SLA), uptime commitment, or guaranteed resolution time unless expressly agreed in a separate written agreement signed by AdRem Software.

Upgrade & Support Subscription – Scope

A valid Upgrade & Support Subscription is required to access updates, technical support, and certain services associated with NetCrunch.

During an active subscription period, customers are eligible for:

  • Program updates, including security updates and new versions
  • Standard technical support via email and online chat during published support hours
  • Storage and management of licenses through the customer portal, including:
    • license activation and deactivation
    • reassignment of licenses to different hardware or user profiles
    • access to cloud-based or externally hosted services, integrations, and NetCrunch services provided in the cloud

Upgrade & Support Subscriptions may be purchased for one or multiple years. Renewals are calculated from the expiration date of the previous subscription period.

Access to the above services may be suspended or restricted if the subscription lapses.

Contacting Technical Support

Online Support Resources

This service is available to all customers. The www.adremsoft.com website delivers 24x7 access to an online Knowledge Base, articles, documentation, and other problem-solving resources. These Web resources provide you with the quickest solution to the most common technical support issues.

eSupport

Available to customers with a valid Upgrade & Support Subscription or during the official product evaluation period.

Customers may submit requests using the  support request form available on the Support section of the Website.

Phone Support

Phone Support is available only to customers whose support plan expressly includes phone support. During evaluation periods, customers are encouraged to use eSupport.

Regular Support Hours

US customers: Monday–Friday, 9 a.m.–5 p.m. (EST)

European customers: Monday–Friday, 9 a.m.–5 p.m. (CET)

Support may be unavailable during national holidays.

Response Times

A response means acknowledgment of your support request. Additional information may be required to diagnose and resolve an issue.

Our goal is to respond within two business days. Response times are targets only and do not constitute guaranteed service levels.

Procedures

What You Can Expect From Us

  • We may request that you upgrade to the current version to resolve known issues.
  • Providing support does not imply that AdRem Software will modify the software or correct all defects.
  • Issues requiring training, implementation services, or customization may be referred to appropriate commercial services.

What We Expect From You

  • The Software must be installed on supported platforms.
  • Customers must cooperate in providing the necessary information for issue resolution.

Coverage

Full coverage (eSupport and, where applicable, Phone Support) is available to customers with a valid Upgrade & Support Subscription or during the evaluation period.

Supported product versions are listed on the support page.

Not Covered

Support is not provided for:

  • Products for which support has been withdrawn
  • Discontinued products
  • Issues resolved in newer versions when using outdated software
  • Operating system or third-party application issues
  • Modifications made by the customer
  • Alpha or beta versions
  • Free products or tools

Pre-purchase inquiries should be submitted via the support request form.

Product Version Upgrades

Customers with a valid Upgrade & Support Subscription may download updates via the customer portal account.adremsoft.com.

Trial users may download updates released during their evaluation period from the download page.