Software Support Terms and Conditions

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Terms and Conditions of LynxAssist Support Services:

  • General Policies: LynxAssist Support is typically available only to end-users of the current version of Lynx Software who have subscribed to our services.  End-users who purchase a Lynx Software package (new or upgrade) directly from POSLynx are entitled to a 12 month LynxAssist Support Subscription as part of their purchase.
    • Subscribers will need to have internet, email and TeamViewer access (at the time of the support request/appointment) to take full advantage of their LynxAssist Support Subscription. While we will assist as best as we can, POSLynx is not responsible to find an alternative method of support if these basic services are not available at the time of the support request/appointment.
    • Subscribers must nominate at least 1 primary email contact to receive direct communication from POSLynx regarding LynxAssist Support.
      • While very effort is made to provide ongoing training to end-users who have continued to subscribe to our services, LynxAssist Support does not include extensive training of new staff where previously trained and supported staff leave the subscribed business.  We do provide online training material to be used in this instance, or can provide a quotation for onsite or remote personalised training.
    • LynxAssist Support Subscriptions come with uncapped email support (subject to the provisos outlined in ‘General Policies’).  We suggest that email is the first method of contact to receive support unless the nature of the situation is urgent (i.e. your system is currently inoperable).
    • POSLynx reserves the right to limit or terminate support service to a customer who uses the service in an irregular, excessive, abusive or fraudulent manner.
    • POSLynx reserves the right to halt support services to subscribers with unpaid invoices that are outside the account terms.
    • Terms, conditions, support features, procedures, pricing and support availability are subject to change at any time without notice.
  • Service Availability: Support is limited to 12 months from the date of subscription. Standard support hours are 8:30am to 5:00pm Monday to Thursday, and 8:30am to 1:00pm Friday (all times are AEST). We also have online resources (including YouTube videos and online tutorials) that are typically available 24/7.  Service availability may occasionally deviate from stated hours due to downtime for systems and server maintenance and observed Australian public holidays. POSLynx cannot guarantee that you will not experience some delay in having a support consultant answer your query – as our workload fluctuates so too will response time. Additionally, if we need to utilise external expertise to assist with support enquiries, our ability to provide timely support will also be affected by the timeliness of the outside assistance.
    • TeamViewer remote access sessions – POSLynx utilises TeamViewer sessions for remote support, including providing specific software training, troubleshooting errors (subject to the ‘Support Topic Limitations’ below) or collecting Lynx Software data for analysis for a subscriber.  POSLynx cannot guarantee immediate availability to conduct these sessions at the time of the subscriber instigating a ‘Support Incident’. Non-essential TeamViewer sessions (such as for software training) are by appointment only. If you wish to make an appointment for a TeamViewer session, please contact us via email so that we can arrange a mutually suitable time.
    • Skype messaging and calls – POSLynx has a Skype account (Username: poslynx) that we can utilise for VOIP calls, instant messaging and simple file transfers.  Current LynxAssist Support Subscribers are welcome to add POSLynx to their Skype contacts.  However we do not use this service unless pre-arranged, so please do not use it as a first point of contact.  If you do wish to make an appointment for a Skype connection, please contact us via email so that we can arrange a mutually suitable time.
  • Support Incident Caps: LynxAssist Support Subscriptions typically include a capped number of ‘Support Incidents’ that can be utilised by the subscriber over the course of their subscription period.  These include Skype or phone calls, as well as TeamViewer remote troubleshooting or data analysis sessions. POSLynx reserves the right to record the number and length of support incidents during the course of the subscription, and cap support where it exceeds the levels allowed for in the subscription.
  • Support Topic Limitations: Enquiries are limited to the following topics: software installation and licensing, upgrade assistance, program functionality, correct operational procedures and troubleshooting errors. POSLynx does not claim to resolve connectivity issues caused by third-party services, service providers, hardware or software, or general networking problems. LynxAssist Support Plans do not cover enquiries on general accounting or taxation issues, nor does it include computer support outside the scope of Lynx Software products. The determination of the nature of your query for these purposes will be made by the LynxAssist consultant.
    • LynxAssist Support does not include bulk data entry into a subscriber’s Lynx Software database, unless acknowledged in writing.  POSLynx will perform limited data entry as part of end-user staff training, or in an effort to assist an end-user with data import.  POSLynx can provide a quotation for remote or onsite bulk data entry, providing that the end-user supplies the required information.
  • Support Incident Resolution:  An incident will be considered resolved when one of the following has been provided:
    • Instructions to resolve the issue, such as:
      • A hyperlink to the relevant online documentation.
      • A description explaining a technique or procedure to follow.
      • A hyperlink to a software update to address the issue.
    • An acknowledgement that the issue is a known problem that can be resolved by upgrading to the latest version of the product.
    • Confirmation that the issue is caused by an unresolved issue in a Lynx Software product.
    • Information detailing that the issue is caused by either a third-party product or a hardware problem.
  • Software Updates and Upgrades: Subscribers to LynxAssist Support who follow our Twitter feed will be informed of software upgrades and relevant software updates, and can contact POSLynx to arrange a mutually agreeable time for POSLynx to remotely access their computer to perform the update. While all care is taken in performing remote access work on a subscriber’s computer, POSLynx is not responsible for computer hardware, internet connectivity or data integrity problems that may arise during remote access.
  • Expired Subscriptions:  LynxAssist Subscribers who do not wish to renew their LynxAssist Support Subscription at the time of its expiry, but later require support from POSLynx have the following options:
    • Purchase a 12 month subscription renewal within 2 months of the original subscription’s expiry, which will be back-dated to the time of the original subscription’s expiry.
    • Purchase a software upgrade to the latest version of Lynx Software (if a new version has been released since their subscription expiry) and receive a new 12 month LynxAssist subscription.
    • Where the original subscription has expired, the 2 month grace period has lapsed, but no new version of Lynx Software has yet been released, end-users can pre-purchase the upgrade to the next version of their Lynx Software package, and receive 12 months support from the time of invoice, which will include the version upgrade at the time of its release.

Revised January 2019

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