Help Desk Software, Customer Support Software, Helpdesk Software

e11 may change the details of the Support Agreements from time to time. e11 help desk software shall notify Licensee in writing at least thirty (30) days in advance of such changes. In the event Licensee does not agree with the changes, Licensee may cancel its subscription in the Plan in writing, or enroll in any other available support Plan.

A Minor Release, sometimes called a Maintenance or Feature, is defined as any version of Licensed Software that e11 help desk software makes generally available to license holders to provide error correction and/or enhance the functionality of a current Major Release. Minor releases will be available to all license holders. A Minor Release is typically, but not always, identified by changing the second or third digit of the Release Number. At e11's discretion a Minor Release may be sent to all customers holding a valid software support agreement at the time the Minor Release is available. Alternatively, e11 help desk software will make a Minor Release available upon request, either by telephone request or electronically, to customers holding valid software support agreements. This policy includes access to the software only; onsite consultancy will be estimated and billed separately.

A Major Release may include new features, feature enhancements, new functionality, and multiple Minor Releases. Standard and Extended support plan customers receive major release upgrades as part of their plan. e11 will make Major Releases available upon request, either by telephone request or electronically, to customers holding valid Standard and Extended software support agreements or to customers purchasing Major Release upgrades. At e11's discretion, a Major release may be sent to all customers holding a valid software support agreement. Standard and Extended support plan customers do not automatically have access to bundled Major Releases unless their support plan includes license access to all products in the bundle. This policy includes access to the software only; onsite consultancy will be estimated and billed separately.