
                     JP Software Support Plans

                          JP Software Inc.
                            P.O. Box 328
                     Chestertown, MD 21620, USA

                           (410) 810-8818
                         fax (410) 810-0026
                       Email sales@jpsoft.com
                       Web http://jpsoft.com


We offer two support plans for our products, designed to meet a
range of support and service needs.  The first part of this file
explains the features of these plans.  The second part lists the
detailed terms and conditions which apply to each plan.

   * Standard Support is provided with all product purchases at no
     additional charge.
     
   * Extended Support is a paid plan available on an annual basis,
     and includes Standard Support benefits plus private support via
     email or telephone, a monthly email newsletter, and electronic
     delivery of all major upgrades.

====================================================================

Standard Support

   This plan is included with your product purchase and continues as
   long as it is offered by JP Software.  It includes:
   
      * Access to JP Software's online support forum, available as a
        newsgroup, an email list, and a web-based archive.  (Also
        available to prospective customers using trial versions of
        our software.)
        
      * Email notification of minor and major upgrades.
        
      * Downloadable maintenance upgrades.
   
   Standard Support does not include private email or telephone
   support, major upgrades, or any physical shipments.
   
   There is no annual fee for this plan.  Major upgrades may be
   purchased at our standard rates (shipping for physical copies is
   additional):
   
      * Single-system upgrades:  $29.95 for one product, $49.95 for
        two or more (CD Suite).
        
      * Multi-system license upgrades:  Approximately 30% of current
        license price (contact us or see our web site for exact
        pricing).


Extended Support

   This plan must be purchased on an annual basis.  It includes:
   
      * All services listed under our Standard Support plan.
        
      * All major upgrades issued during the plan year.  Upgrades
        will be provided through email delivery of registration
        codes and related materials.
        
      * Up to five private support incidents per plan year.  Support
        incidents are normally handled through private email;
        telephone support is also available on a callback basis
        within the US and Canada.
        
      * Monthly email technical newsletter, with notification of
        major and minor upgrades.
   
   The annual fees for this plan are:
   
      * Single-system:  $29.95 for one product, $39.95 for two or
        more (CD Suite).
        
      * Multi-system license:  Approximately 20% of current license
        price per year, with a minimum of $39.95 (contact us or see
        our web site for exact pricing).

====================================================================

           JP Software Support Plan Terms and Conditions

This section explains the terms and conditions for our support plans.
It should assist you in understanding clearly how each support plan 
works and what its limitations are.

The following terms and conditions apply to ALL support plans (also
see the disclaimers and limitations at the end of this document):

   * Response Time:  Our goal is to respond to support questions
     within one business day, and in practice our responses have
     generally been much faster than this.  However, we do not
     promise or guarantee any specific response time.
     
   * Problem Resolution:  We will attempt to resolve your problem or
     answer your question using our normal support procedures.  Our
     efforts are necessarily limited by the information you provide
     us, and the wide range of possible environments in which our
     products are used.  As a result we cannot guarantee that we
     will resolve your problem - only that we will review it and
     provide you with any information or suggestions we believe will
     be useful.  While we always welcome your input, the final
     determination of whether a problem should be resolved by
     providing information to you about how to use the product to
     meet your needs, by modifying our product to address a problem,
     by suggesting a workaround, by adjusting the documentation, or
     by some other method, is solely up to us.  We also reserve the
     right to close a support issue at our discretion if in our
     judgment we cannot provide any additional useful information
     despite repeated attempts.
     
   * Bug Fixes:  If we find a bug or documentation error in one of
     our products in the course of resolving your problem we will
     address it as part of our normal maintenance procedures; we do
     not provide bug fixes to individual customers for specific
     problems..  We will determine at our discretion whether a
     problem you report is a bug or program error, or is due to some
     other cause.
     
   * Problems in Operating Systems and Other Products:  When you
     report a problem to us we will work with you to determine if,
     in our best judgment, the problem is related to our product or
     to another company's software or hardware, or to another
     computer.  If we determine that the problem is not with our
     product then we will not be able to assist you further to
     resolve it, except to the extent that we may be able to suggest
     how to use our product's features to work around the other
     product's limitations.  If the problem appears to be a conflict
     with another specific product and you have a support contact
     for that product, we will attempt to work with the other
     manufacturer to resolve the issue if in our judgment they are
     responsive to us.
     
   * Requests for Information and Testing:  In order to understand
     your question or problem we may need additional information
     from you.  If this information is not provided responsively and
     in a timely fashion we may not be able to assist you further.
     We may also ask you to perform tests or other experiments;
     while we will do our best to make these non-destructive we
     cannot know the conditions on your system.  It is up to you to
     review the instructions you receive, ask clarifying questions
     if necessary, keep backup copies of all programs and data, and
     verify that the tests or experiments we request or the
     solutions we offer will not cause problems in your environment.

   * Products:  These plans apply only to products created and
     published by JP Software Inc. They do not apply to products of
     other companies which JP Software Inc. sells or resells.  In
     addition, Extended Support is not available for "legacy" 
     products (4OS2, Take Command for OS/2, and Take Command/16).

   * Forum and Email Access:  The electronic resources you use to
     connect to our support staff (our forums, email boxes, etc.)
     are hosted by third parties and are not fully under our
     control.  While we work with our third party providers to keep
     these resources available to you, their availability, and our
     ability to access them in order to respond to you, is not
     guaranteed.
     
The following terms and conditions apply to the EXTENDED SUPPORT plan:
     
   * Plan Term and Renewals:  Extended Support is purchased on an 
     annual basis.  Service begins the day we charge your credit 
     card or invoice you for the support plan, and terminates the 
     previous day of the year, one year later.  This period of 
     time is called a "plan year".  For example, if your order 
     is processed on March 4, 2003 then your plan year ends on 
     March 3, 2004, unless the plan is renewed prior to that date.
     Renewal rates may be changed from time to time by JP Software 
     at our discretion.
     
   * Incidents:  Each initial contact with our support department by
     private email or telephone on a new issue counts as one
     incident, except when the issue is determined to be
     non-technical and is forwarded to another department (e.g.
     Customer Service) for assistance.  Follow-up contact on the
     same issue while it is in progress or within one month
     thereafter does not count as a new incident, and questions
     posted through our support forum do not count as Extended 
     Support incidents.  If you request Extended Support for 
     multiple issues at the same time, and in our view the issues 
     are unrelated and are complex enough to require significant 
     effort, we may require that these be counted as multiple 
     incidents.
     
   * Email and Telephone Support:  You may request Extended Support
     via email or telephone.  In most cases email is the preferred 
     method and will give you the fastest response times.  However 
     we also offer telephone support on a callback basis to Extended 
     Support customers in the US and Canada.  If you request
     telephone support it is crucial that you provide us with
     telephone numbers where we can reliably reach you directly
     during our normal business hours at the time your request is
     made.  If your issue requires us to review the content of files
     (batch files, configuration files, etc.) then we may request
     that you handle it by email, as it is usually very difficult to
     transfer such information by telephone.
     
   * Upgrade Shipments:  Any registration codes or physical product
     shipments sent to you under this plan will be sent as part of
     our normal shipping process, via methods we select.  While we
     will deliver the electronic and physical upgrade shipments, if
     any, which come with your plan in what we believe is a timely
     fashion, no specific delivery schedule is guaranteed.
     
* Refunds and Termination:  Extended Support is purchased on an
     annual basis and cannot be terminated or refunded after
     purchase.  However, if we feel we are unable to service your
     needs we may choose to terminate your Extended Support plan at
     any time.  If we do so we will notify you in writing, and will
     refund to you within 30 days an amount equal to your most
     recent support plan fee, less a pro-rated charge for any
     incidents already used.
     
The following disclaimers and limitations apply to ALL support plans:
     
   DISCLAIMER:  We disclaim any and all warranties for all support
   provided under any of our support plans, express or implied,
   including any implied warranties of merchantability or fitness
   for a particular purpose.  You assume full responsibility for the
   implementation of any suggestions you receive from us, for the
   results thereof, for keeping backup copies of all programs and
   data, and for the safe conduct of any tests we request on your
   system.
   
   LIMITATION OF LIABILITY.  In no event shall we be liable, in
   connection with any support, software, or other materials or
   services offered or provided to you under any support plan, for:
   (a) any incidental, consequential, or punitive damages
   whatsoever; or (b) for any amount in excess of the most recent
   annual fee you have paid us, if any, for your support plan, over
   and above the purchase or upgrade price of your software.
   
   Support Plans Subject to Change:  All terms of, rates for, and
   services provided under any support plan may be changed at any
   time by JP Software at our sole discretion, and are not
   guaranteed, and any plan may be eliminated or discontinued at any
   time at our discretion.  However, we will not discontinue or
   change the terms or services for support plans for which you have
   paid an annual fee except at renewal time, or when, in our best
   judgment, the new terms and services are equal to or better than
   the old terms and services.


[2003/2]
