Scope of Customer Support

Checkbox Customer Support is available to answer general usage questions about Checkbox Survey, including:

• Documented features of our applications
  
• Uses of Checkbox features
  
• Troubleshooting unexpected behavior encountered while using Checkbox
  

 

Customer support is available to help customers gain an understanding of Checkbox features and functionality. Checkbox support will not be held responsible for  implementing these product features in a client's project.

Incident

Checkbox defines a single support incident as an issue that focuses on one aspect of the product - e.g. use of a specific feature of the product or assistance with a specific problem or error message. While this issue may involve other aspects of the product, addressing other aspects constitutes a separate issue and requires an additional support incident, if applicable. A single support incident may involve multiple phone calls, emails and off-line research. Checkbox Support Engineers are responsible for determining what characterizes a single support incident and communicating this  to the customer. Our Support Engineers will make reasonable efforts to resolve the issue, but Checkbox cannot guarantee that every issue will be resolved.

Bug

Checkbox defines a bug as some technical aspect or functionality of a product that does not execute and deliver results as expected and outlined in the supplied product documentation. Unexpected behavior isolated to a user's specific configuration or environment does not correspond with Checkbox's definition of a bug. Checkbox Support engineers can provide troubleshooting suggestions for unexpected behavior in these cases; however, Checkbox is not responsible for the resolution of any such behavior and incident charges will not be refunded. An issue is recognized as a bug only after it has been reproduced in steps provided by the customer and has been confirmed as a bug in the product by a Checkbox Support Engineer.

Installation

Checkbox defines installation as the process in which the product installation program is extracted from a CD, diskette, downloaded executable, or network drive onto a single computer's hard drive, and the setup program is run to completion in accordance with the authorized installation instructions. A completed installation is determined by the successful first run of the Checkbox application. This does not include configuration of other applications required by the Checkbox application, including, but not limited to Microsoft Windows, Microsoft IIS, SMTP, Microsoft SQL Server, firewalls, or networking components.