1. SUPPORT TERMS AND CONDITIONS

    The Red Hat Program Guarantee: Your satisfaction or your money back.

    In order to receive the full benefit of the Program Program purchaser *must* provide *all* of the following : Name Postal Address (street address for UPS and FedEx) Phone Number, Fax Number, Email address

    1. Email and Mail list Support.

      The primary form of support designed into this Program is the email support and mailing list services. These forms of support allow us to service the greatest number of clients at the lowest cost per client. Mail List support consists simply of belonging to a mail list from which the member receives messages posted to the whole Membership list by either Red Hat or other Members. It will be a moderated list, to ensure that the volume of messages do become a limitation to the usefulness of the Program's Mail-list service.

      1. Email Support consists of a priority email response service. It allows us to email or ftp files to your site instantly, at extremely low cost. While email support is subject to the same 2 hour maximum total support hours, due to our efficient use of email services, we expect to be able to respond to 4 times as many email inquiries per hour compared to telephone inquiries. Our experience shows that our customer satisfaction is higher for email supported customers due to factors that include faster response time, written record of all support inquiries, and instant delivery of available patches and fixes.

      2. Mail List support. The mail list acts as a form of discussion group that allows customers to communicate with Red Hat to present bug reports, and suggested improvements, or new features. It also enables Red Hat to communicate with the all the Program members at the same time, in order to distribute new information on patches, new releases, or general news items on an immediate "real-time" basis.

    2. Definition of Support. Support will be provided through email, fax, mailing list, and phone, to the registered purchaser of the Program only. The support included in the Program can not be resold or otherwise transfered except within an organization where a staff change to the position of the registered user has occured. The support provided is "call back" support. If we are unable to take your call, you must leave a message detailing your problem. Your call will be returned as soon as possible but no later than 8 hours from the receipt of the message by Red Hat during regular business hours. The support will be delivered through any transmission medium deemed appropriate by Red Hat, including but not limited to phone, fax, email, mailing list, USPS or courier.

      Technical support includes answering questions related to Red Hat Commercial Linux and providing fixes for bugs in packages and systems provided by Red Hat. For packages and systems that are authored by Red Hat Research, bug fixes are guaranteed. In all other cases, support does not include authoring of any code or documents.

      While very effort will be made to fix bugs in all packages and systems provided by Red Hat, many packages and systems are developed and maintained by third parties. For these packages and systems, we can not guarantee correction of bugs. Moreover, support included with the Program does not cover packages and systems marked as Alpha, Beta, Contributed, or Unsupported.

      The support provided should not be used in lieu of reading the available documentation. In cases where Red Hat deems it applies, an answer to a support question may be "Refer to the XXX documentation on page YYY", and such an answer will be considered sufficient.

      The Program is not intended to be a training resource for computer operators who do not have a grounding in the Linux or Unix OS. There are many excellent and low-cost training methods for learning the use of Linux and Unix available from many sources, including books, classroom instruction, or video instruction. Contact ACC Corp at (203) 454-5500 for more information on training and educational products.

    3. No Guarantee of Solution. The Program includes a support service to ensure that your Linux installation works as it was designed to do, in one of the configurations and on hardware that have been predetermined to work. Due to the almost infinite variety of combinations of hardware and software that can be chosen by the customer we cannot "guarantee" that the support offered with the Program will solve any problem caused by hardware that is not listed on the current "Red Hat Hardware Compatibility List", or that is caused by software that has not been previously tested for compatibility on the Red Hat Linux OS.

    4. Support Time Offered.

      1. Two Hours: The program consists of a full two hours of individual support for each customer from Red Hat Software's engineering staff (normally billable at $100 per hour).

      2. Calculation of Support Hours: The calculation of support hours includes the time required for research, engineering, consulting, or communication, required to resolve any customer support issue. The calculation of support hours does not include time spent resolving issues that will significantly benefit other customers or the development of future releases of the Red Hat Linux Operating System. We reserve the right to provide more than 2 hours of total time to any customer or project. We will never supply less than 2 hours of time to each customer under the Program.

      3. Determination: The determination of whether hours are billable to the customer's account or Red Hat's account are at the sole discretion of the Red Hat engineering staff.

    5. Red Hat Custom Engineering Services.

      For support, configuration, and engineering beyond the scope of the Red Hat Developers Program, Red Hat is pleased to offer Custom Engineering services. These services are available on a per/hour or on a quoted contract basis. The standard hourly rate will be $100 per hour, minimum one hour, billable in 15 minute increments.

      Red Hat Custom Engineering Services are available for projects such as:

      • implementation of custom configurations and installations.
      • porting and rpp packaging of both custom and commercial applications.
      • installation and support of Internet connections including public access sites.
      • network installation and support of large Red Hat Linux installations.
      • other custom Linux projects of all types.

  2. RED HAT LINUX CD.

    1. Frequency of updates.

      The Program includes frequent updates of the Red Hat Operating system, programs, tool, utilities, and other software. These updates will be provided on CD, or by arrangement by FTP.

      While the intention of the program is to produce 10 update CD's per year, Red Hat reserves the right to produce as many or as few update CD's of the Red Hat operating system as it determines are warranted. Regardless of the frequency, purchase of the program will include no less than 10 CD's.

  3. RED HAT LINUX NOTES.

    1. Frequency of updates.

      The Program includes a series of Notes describing the updates of the Red Hat Operating system, programs, tool, utilities, and other software. These Notes will be provided as printed material, or by arrangement by FTP. While the intention of the Program is to produce 10 Notes per year, Red Hat reserves the right to produce as many pages and as much text of Notes, or as few pages and as little text as it determines is warranted at the date of publishing.

      Red Hat also reserves the right to add additional editions of Notes or to skip an otherwise planned edition of notes at its sole discretion.

  4. WARRANTY AND LIABILITY.

    1. Disclaimer of Warranty for Red Hat Linux, the Red Hat Developers Program, and Red Hat Customer Engineering Services.

      Red Hat expressly disclaims all warranties, express or implied including but not limited to, the implied warranties of merchantability and fitness or a particular purpose. Red Hat does not warrant that the functions contained in the Red Hat Linux software will meet your needs or that the operation of the software will be uninterrupted or error free, or that defects will be corrected.

    2. Limitation of Liability.

      Under no circumstances including negligence, shall Red Hat be liable for any damages that result from the use of Red Hat Software. And in any event, Red Hat's total liability for all damages, losses, or other costs, will not exceed the amount paid by the customer for the Red Hat product.


Thank you for your interest in the Red Hat Developer's Program.

Red Hat Research, Inc. -- "Moving at the Speed of Linux"

ACC Corp., Inc.
"Home of the PC UNIX - Linux Catalog"
(800) 454-5502 or (203) 454-5500 fax: (203) 454-2582
info@acc-corp.com
http://www.on-the-net.com/acc-corp