IMRON Corporation's Software Support & Maintenance program is designed to help customers maintain a secure, reliable, and efficient experience with their UnityIS software. To receive technical support, customers must be operating a currently supported version of the software.

Customers with an active Software Support & Maintenance plan receive eligible software updates, upgrades, and technical support. Technical support is available only to customers who have been properly trained and certified by IMRON Corporation.

Support & Maintenance Includes

Software Support & Maintenance provides technical phone support for eligible products purchased through IMRON Corporation. IMRON reserves the right to limit support requests when usage is determined to be excessive compared to normal customer support activity.

Customers with an active support plan are also entitled to eligible software updates and upgrades. Technical support is available during normal business hours, Monday through Friday, from 8:00 AM to 5:00 PM Pacific Time, excluding company holidays.

After-hours technical support is available as follows:

Please contact IMRON Corporation for information regarding after-hours support options.

Technical Support Limitations

Technical support is intended to assist customers with software-related issues and is not intended to replace product training. Training services are offered separately by IMRON Corporation. When appropriate, IMRON may direct customers to online documentation, knowledge base articles, videos, or other available resources.

IMRON is not responsible for supporting software that has been altered, modified, damaged, or improperly configured by anyone other than IMRON Corporation.

Technical support does not include:

Services outside the scope of Software Support & Maintenance may require Professional Services and may be billed separately.

Demo licenses are provided solely for evaluation purposes and do not include technical support or training. IMRON may, at its sole discretion, answer general product questions related to evaluation software.

Customer Responsibilities

Customers are responsible for maintaining compatible hardware, operating systems, network connectivity, telecommunications equipment, and all infrastructure necessary to operate the software and receive support services.

Customers shall ensure that only trained or authorized personnel request technical support and shall provide IMRON with any documentation, licenses, remote access, credentials, or other information reasonably required to diagnose and resolve reported issues.

Charges

Customers shall pay the applicable annual Software Support & Maintenance fee as determined by IMRON Corporation.

Additional services, including Professional Services, on-site support, after-hours support, travel expenses, and other billable services, are not included unless specifically stated in writing.

Warranty Disclaimer

IMRON will use commercially reasonable efforts to analyze, diagnose, and resolve software-related issues and to maintain supported software. However, IMRON does not guarantee uninterrupted operation, error-free performance, or that every software issue can or will be corrected.

Customer acknowledges that it is not technically feasible to guarantee correction of every software defect or compatibility issue.

IMRON does not warrant that the software will satisfy every customer requirement or operate in every hardware or software environment.

THE WARRANTIES SET FORTH HEREIN ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.

Limitation of Liability

IN NO EVENT SHALL IMRON BE LIABLE FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, BUSINESS INTERRUPTION, LOSS OF DATA, OR LOSS OF BUSINESS INFORMATION, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

IMRON'S MAXIMUM LIABILITY ARISING FROM SOFTWARE SUPPORT & MAINTENANCE SHALL NOT EXCEED THE TOTAL AMOUNT PAID BY CUSTOMER FOR THE APPLICABLE SUPPORT SERVICES DURING THE CURRENT SUPPORT TERM.

Customer's exclusive remedy shall be, at IMRON's option, either re-performance of the affected services or a pro-rata refund of prepaid support fees for services not provided.

Nothing in this policy limits liability that cannot legally be excluded under applicable law.

Termination

IMRON is committed to providing high-quality support to all customers. If, in IMRON's sole discretion, a customer's support usage becomes excessive and materially impacts IMRON's ability to support other customers, IMRON may terminate the customer's Software Support & Maintenance plan and refund any unused prepaid support fees on a pro-rata basis, if applicable.

Applicable Law

This Software Support & Maintenance Policy shall be governed by and interpreted in accordance with the laws of the State of California.

Software Support Agreement

If the customer has executed a separate Software Support Services Agreement with IMRON Corporation, the terms of that agreement shall govern. Nothing contained on this page modifies any signed agreement unless such modification is made in writing and signed by both parties.

If a conflict exists between this policy and a signed Software Support Services Agreement, the signed agreement shall control.