IMS Technical Support Dept Investigation Conditions

If we have been unable to resolve the above issue by normal means (telephone, email or fax) we feel the way forward is to continue the investigation at our premises. We would like to take this opportunity to advise you of our terms and conditions, under which we may proceed with the investigation.

If we judge the issue to be one of unsatisfactory performance by an IMS product or directly attributable to the combination of an IMS product with a widely-used third party product, we will use our best endeavours to provide a fix as soon as is possible, at our cost.

If, however, we assess the issue to be caused by inappropriate configuration or set-up of an IMS product, or defective hardware, we reserve the right to charge for our time and effort. The minimum charge for assessment is 350.00 + VAT.

We shall not proceed beyond this assessment phase without advising you of the maximum cost of the investigation and receiving your written confirmation that you accept the charges.

Please sign below and fax this letter back to us to indicate your acceptance of these terms and conditions.

IMS will only accept products for investigations that have been agreed to in this way, and are received with a full inventory of all the components that you have sent to us. Included on the inventory, we also require a concise description of the problem to eliminate any possibility of confusion. Please ensure that the above reference number is clearly marked on the delivery note and outer packaging.

Thank you for your continued interest in our products. We trust that we will be able to take this issue forward to your satisfaction as quickly as possible.

Yours sincerely

IMS Technical Support

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Copyright 1997-2002 Intelligent Micro Software. All rights reserved. Information in this document is subject to change without notice. Other products and companies referred to herein are trademarks or registered trademarks of their respective companies or mark holders.
Last modified: Friday November 22, 2002.