Support Policies and Costs
Modular Software supports the products it sells. With PicLan-IP,
the following supports and costs are available to resellers, developers,
Access to Modular Software's web pages which include extensive on-line
documentation, white papers, and technical notes.
Access to software upgrades via download over the internet.
Access to direct support via:
email - support at modsoft.com (preferred)
phone - 949 831-4774 - not a toll-free number - 10-5 Pacific time M-F
What is Supported
Support is provided for the following areas of PicLan-IP:
PicLan-IP support does not include support for:
PicLan-IP installation and configuration
Basic server operation
Basic server application interfaces
Modular Software does try to be helpful with issues that are not directly
associated with PicLan-IP but cannot commit to support these within the
PicLan-IP support policy.
The underlying MultiValue installation
Writing and/or debugging your application code or web content
Debugging your physical installation and/or network installation
Setup of internet access or internet security functions outside of PicLan-IP
Other aspects of your installation that are not specifically the responsibility
of the PicLan-IP software.
Free Support Period
Free telephone support and upgrades are provided for 3 months from the
time that PicLan-IP is originally purchased
After the initial three month free support period, Modular Software will
invoice support contracts that cover 12 month periods. The current
cost of these support contracts is 20% of the PicLan-IP software license
If your PicLan-IP license is upgraded because you have added features
or capabilities to your system, then your support contract will be adjusted
to reflect the upgrade. You will receive free support for 3 months
for the upgrade portion of your PicLan-IP license and then receive an invoice
for the remaining period of any existing support contract pro-rated for
the number of months that the additional features are enabled on your PicLan-IP
Support contract can be billed to either the end-user or to the reseller.
If support contracts are billed to the reseller, then the reseller receives
a discount on the support contract at their standard PicLan-IP discount
schedule. Regardless of where support is billed to, both the end-user
and reseller can access support directly.