Warranty & Support FAQ

For ease of use, the details of Lyon Technologies' warranty and support/maintenance policies are explained in the following FAQs:

What is the standard warranty?

Our standard warranty period is one (1) year. The warranty period begins when you officially accept the software that we deliver, and it expires 360 days later. During this time, all bug fixes are free of charge. This does not include enhancements or items that are not identified in the project requirements specifications for the software.

When is support available?

• We provide you with technical support by e-mail, fax, or telephone during standard business hours. Standard business hours are 8:30 a.m. to 5:00 p.m. Eastern Standard Time, Monday through Friday, excluding holidays.
  
  
• Our response time for support calls is within four (4) standard business hours. For more information about our response time, see the FAQ What response time or priorities does Lyon Technologies, Inc. employ when dealing with service calls? below.

When do support and maintenance begin?

Support and maintenance begin upon official Acceptance of the software.

What does official Acceptance mean?

Official Acceptance is the last milestone on the project plan.

What specific support services are provided in our standard support fee?

• E-mail, fax or telephone support.
  
  
• Remote access support, if your infrastructure and security policy permit it.
  
  
• We provide on-site visits; however, we do try to consolidate trips so as to make the best use of time and costs. For example, we would not want to make three separate visits to a site that require only 5 minutes of technical support time, each; one 15 minute trip would be more efficient for everyone.

What happens if one of our other vendors, such as Microsoft®, updates .NET®, Windows®, or another component of our system, and suddenly the application doesn't work anymore or experiences some other technology infrastructure change?

Lyon Technologies does not accept responsibility for this. However, we will make every effort to correct the problem until the 1-year warranty period has passed. After that period, we will continue to make every effort to correct the problem if you have engaged us in an extended support maintenance agreement.

What happens if our IT personnel upgrades the local PCs, and that results in a problem with the application?

Lyon Technologies does not accept responsibility for this. However, we will make every effort to correct the problem until the 1-year warranty period has passed. After that period, we will continue to make every effort to correct the problem if our client has engaged us in an extended support maintenance agreement.

What response time or prioritization does Lyon Technologies, Inc. employ when dealing with service calls?

Our target response times are as follows:

• High Priority Problem: 30 Minutes
• Medium Priority Problem: 1 Hour
• Low Priority Problem: 4 Hours

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Who owns the copyright to the finished software?

Unlike most vendors, which only provide "buyer" licenses to the companies that use their software, Lyon Technologies will give you all the rights to the software that we develop for your organization. This eliminates the need for source code escrow agreements, in the unlikely event that Lyon Technologies, Inc. goes out of business. Our attitude is that you paid for the code, just as if you purchased an item at a retail store.

What happens if Lyon Technologies, Inc. goes out of business?

Most vendors either have no provision at all for going out of business, or they provide for the escrow of the source code. Lyon Technologies is different in that we turn all developed source code over to you, eliminating the need for escrow fees.

You can hire nearly any programmer to update Lyon Technologies' code, if desired. We pride ourselves on "working our way out of a job" with each client. When we finish each job, we make sure that you have everything you need to maintain it independently.

What happens if we want to develop another application using the same data 10 years from now?

Lyon Technologies understands that no software fits the current technology forever. In the future, Lyon Technologies will gladly assist you in moving to a different software product, if necessary. Unlike other companies that do not provide database conversion services, we are willing to help you get your information out of your database and convert it into a new format at any time.

Does LTI market the software that you create for us to other companies or organizations?

No. The software belongs exclusively to your organization. Lyon Technologies will not market it to anyone else.

Does LTI have an ongoing program for updates and improvements?

All updates, improvements, or other future development will be specified and costs described in accordance with separate requests that you issue. We will respond to your requests for updates with a Proposal and/or Requirements document that describes the requests and the necessary changes, along with the required costs.

How can we log trouble tickets and/or check the status of a trouble ticket?

Trouble tickets can be logged via telephone, e-mail, or through Lyon Technologies' online Internet based Help Desk. As our client, you have a right to view the current status of any trouble ticket that you log with us. You can view the status of your open trouble ticket or update the ticket with any changes at any time on our web site. Or, if you prefer, you can give us a call or send us an e-mail message to inquire about the status.

What distinction does Lyon Technologies make between bugs and enhancements to an application?

A bug is a reproducible problem that prevents the system from functioning correctly; a software enhancement is a change to the system that provides additional functionality or a change in the existing functionality.

What method of delivery does Lyon Technologies use?

The initial deployment code will be installed and provided on a CD-ROM. Upgrades and other code enhancements or bug fixes will be delivered electronically and then shipped via CD-ROM, pending validation by the client.

Does Lyon Technologies guarantee specific response times within an application?

Although we make every effort to minimize database response times and maximize productivity, we do not guarantee them. The reason for this is that the database transaction might be only a small part of the user's perception of the response. In an exaggerated example, the turnaround time on a database transaction may be less than 1 second, but it may take 20 seconds for a screen to completely refresh. Speed is dependent on numerous factors, including bandwidth, database load, and the number of users on the system, none of which can be guaranteed.

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