Software Support Subscription Policy
1. Scope of Support
Standard Support (Included in Subscription)
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Remote Installation Support: Installation and configuration of Wissen software related to your stencil cutting system.
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Remote Support Wissen Products: Investigation and fixing of setup and configuration issues.
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Remote Guidance Wissen products: Guidance on how to use standard features and configuration options.
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Remote Design Tips Wissen products: Help to maximise your experience by getting expert tuition for specific tasks.
Exclusions (Out of Scope)
The following services are not covered under standard support subscriptions:
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Custom Code & Scripting: Writing, debugging, or maintaining custom API integrations, custom scripts, or third-party plugins.
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Data Cleansing or Recovery: Repairing corrupted data resulting from external factors, user error, or third-party modifications.
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Third-Party Infrastructure: Issues originating from client-managed servers, local ISP outages, or third-party software not bundled with the application.
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On-Site Support: Support is delivered remotely unless explicitly contracted otherwise.
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Training Services: End-user or administrator training beyond standard product documentation.
2. Support Hours & Channels
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Standard Support Hours: Monday through Friday, 9:00 AM – 5:00 PM (excluding public holidays).