Terms and Conditions for StarOffice Support

1. The StarOffice Support covers inquiries involving the StarOffice[tm] Office Suite. Sun offers a fixed rate per inquiry in order to give the customer investment security. This rate is based on the average length of similar recorded requests. Please note that each Support inquiry represents a separate Support problem task and will be respectively billed for. Only a question which cannot be broken down into various sub-questions is considered one Support Inquiry. Our Support Service does not include support for the complete programming of special applications, program analysis, and the introduction to basic program operation.
2. You can request our StarOffice Support either by using the StarOffice Support Telephone Hotline or the StarOffice Support WebSite. The use of our StarOffice Support WebSite requires credit card payment or the use of your free support incident.
3. After one of our StarOffice Support Specialists has contacted you they will begin to process your inquiry immediately during normal business hours (Monday through Friday between 8:00 and 17:00, excluding National holidays). Our experts will intensively investigate your problem. Depending on the complexity of the problem, this process may involve an excessive amount of time - although in most cases they are able to provide a solution within two hours. If your problem cannot be solved within three business days we will inform you and the inquiry will be free of charge.
4. Our goal is to find a solution for every Support Inquiry. However, not every problem can be solved. Investigation and analysis are considered part of the Support Service. Therefore, each inquiry must be charged for, whether a solution could be provided or not. But Support inquiries about definite StarOffice product errors for which our Support Specialist can not provide a solution are in any event free of charge.
5. Please note that Sun strongly suggest that you produce backup copies of all of your data before you start with the error correction.
6. Sun's liability is limited to damages suffered by the customer due to any reason if such damage is caused by the violation of a material contractual obligation on the part of Sun or was caused intentionally or as a result of gross negligence by Sun or its employees. Sun will not assume liability for indirect and consequential damages as well as lost profits unless such damages were caused by gross negligence or intent. The amount of Sun's liability is limited to the damage which Sun was able to forsee when completing the respective individual order. The liability for restoring destroyed or lost customers data is limited to the duplication costs of such data from backup copies provided by the customer.
7. All prices include the VAT.

By marking the accept field, you agree to the above described terms and conditions.