PHDwin Support Policy
PHDwin Family of Products Technical Support and Maintenance Policy
Telephone: 1-888-248-8062 x5
Email: support@phdwin.com
Hours: Monday – Friday, 9:00 am – 5:00 pm CST (UTC – 5)
If you reach our voicemail system, please leave a message with your name, company name, and callback number. All support requests received during business hours will be addressed same day.
TRC Consultants, LC offers ongoing technical support and maintenance program for the PHDwin and PHDRMS software products. For perpetual licenses, technical support and maintenance can be purchased in yearly increments. Each period begins on the date of the initial licensing of any TRC software product. At each yearly anniversary date of a licensee’s initial purchase, the licensee has the option to purchase support and maintenance for the upcoming year. Leased or subscription software will include support and maintenance for the lease or subscription term. The cost of the support and maintenance will be based on all the rights licensed 60 days before the anniversary date of the initial purchase. Support and maintenance are only sold together and are only available in one year increments. Support and maintenance is only available for current software versions.
Support includes unlimited telephone and e-mail instruction to assist in operating and installing the licensed software. For authorized users, support is available Monday through Friday 9:00 AM to 5:00 PM CST on our toll free technical support phone line ((888) 248-8063 Ext. 5 or (512) 467-2639 ext. 5) or through our support e-mail address (support@phdwin.com). Support can be made available before or after the normal support periods by special arrangement.
TRC Consultants will use best efforts to keep confidential any data sent as part of a support request, but does not offer any indemnification for damages related to the release of a client’s confidential data. Furthermore, TRC Consultants is not liable for any and all claims, demands, lawsuits, judges, damages, losses and/or expenses, including court costs and attorney’s fees, which are based in whole or related to any service or update provided by the technical support and maintenance program.
Maintenance release updates and version upgrades are available from time to time and made available as downloads from the internet. Additionally, CD versions will be made available to the license’s designated point of contact upon request. These updates and upgrades will be made available for download from the PHDwin website. These updates and upgrades are available to all licensees enrolled in the support and maintenance program. No fees will be charged for inter-version maintenance releases. TRC does retain the right to charge a fee for version updates.
If a licensee elects to not purchase additional support and maintenance, the licensee may continue to use the software version available at the time support and maintenance was discontinued. The licensee will no longer be entitled to updates and version upgrades made available after the support and maintenance was discontinued. Nothing in this document or associated with the support and maintenance program changes the licensing terms as defined by the licensee’s purchase or upgrade. If a licensee chooses not to maintain support and maintenance for a period of time, that licensee can rejoin the support and maintenance program by paying any unpaid back support up to the cost of repurchasing the software at the current rate. Specifically, his/her fee will be equal to the current annual support and maintenance fee multiplied by the number of years since the support and maintenance was discontinued plus any upgrade fees accessed during the period of lapsed support and maintenance. This fee shall not exceed the current rate for purchasing the software. The anniversary date of the initial licensing will be used to calculate the back support and will define the anniversary date for future support and maintenance renewal options. Back support calculations will be made based on the total amount of software licensed.
Support and maintenance is only available to entities licensed by TRC Consultants. Support and maintenance is not transferable between licenses. For additional information or questions, please contact a TRC Consultants, LC sales staff member at Sales@phdwin.com.
Policy for Collecting Fees & Interest on Late Payments
Any payment received after the due date will be considered late. All invoices are due upon receipt. If payment is submitted within 30 days of the due date, fees and interest may be waived.
Interest fees may be charged on past due invoices in accordance with the Texas Finance Code Chapter 302, at a rate not to exceed 10% per annum, and any collection costs and reasonable attorney’s fees incurred in the collection of delinquent accounts will be charged to the customer.
We reserve the right to engage a collection agency to pursue collection of any commercially delinquent debts, in accordance with the Texas Finance Code.
Policy for Suspension or Termination of Services
We reserve the right to suspend or terminate services for invoiced amounts that remain unpaid without prior notice or payment arrangement.
Any suspended services will be reinstated only after full payment is received. We reserve the right to charge an additional fee for reinstating services.
Liability Limitation
TRC Consultants is not liable for any direct, indirect, incidental, consequential, or punitive damages arising from the use or inability to use the software or the support and maintenance services, even if TRC Consultants has been advised of the possibility of such damages. TRC Consultants’ liability is limited to the fees paid by the client for the support and maintenance services during the twelve-month period preceding the event giving rise to the claim.
Change in Terms
We reserve the right to modify our late payment policy at any time, without prior notice to clients. Any modifications to our late payment policy will be effective immediately upon posting on our website or notifying clients via email.
We reserve the right to update our support policy at any time without prior notice.