RIGHTS 20|20
Software maintenance
Software maintenance Fixes to existing functionalities and scheduled software enhancements are included in the annual subscription fee(s).
Software support
Download, installation & activation Email assistance for software download, installation and registration/activation is available during the first 90 days of your first subscription term and initial setup. Download, installation & activation support is limited to licensed copies of supported versions of the software and to installations and environments that conform to our software’s system requirements, additional guidelines we may provide prior to purchase and any subsequent updates or alerts.
We do not provide support or advice for any technology matters pertaining to hardware, operating system/platforms, network configuration, connectivity, performance, security or any third-party software. We do not endorse and are unable to recommend any setups, solutions, hardware or third-party software outside those specified in our software’s system requirements.
Software incidents/issues We are committed to resolving software incidents/issues as soon as possible. Our efforts will include:
- Taking time to research customer’s enquiries
- Testing the code, when applicable
- Validating settings and data, when applicable
- Confirming the behaviour of tools/functionalities
We define the resolution of a software incident/issue as concluded when:
- We provide a reasonable solution/fix to the issue or a reasonable workaround
- We determine that the issue requires an enhancement/update or add it to our list of future considerations
Our HelpDesk Assistance with software use issues is complimentary and is offered exclusively by email via our HelpDesk
Unless provided otherwise (e.g. Customer subscribes to Extended/Premium support directly from an external reseller or consultant) customers may email us how-to queries and reasonable requests for advice/tips with their data.
New features suggestions Although we do not offer customisation services we are happy to receive suggestions from customers for improving the features of our solutions which we may include when appropriate in future software enhancements.
Software incidents/issues In case of incidents/issues in the operation of the software customers should promptly email our HelpDesk and open a ticket with a description of the incident/issue, the version of the software & product configuration as well as screenshots, when relevant. Opening a ticket at our HelpDesk is the fastest and safest way to ensure your priority and to have any issues resolved swiftly.
Response We make every effort to respond to such notifications under the following general time guidelines:
A. Software installed on customer’s device(s)/server
Critical issues
- Initial/acknowledgement response within 12 hours (same or next business day) after opening a ticket at our HelpDesk, regardless of customer’s timezone.
- Correction or suggested workaround for critical issues within 48 hours (up to two business days) of opening or following-up on a HelpDesk ticket, or updates regarding the status of our ongoing investigation of the issue if a solution cannot be found within this time of opening a ticket
Non-critical issues
- Initial/acknowledgement response within 48 hours (two business days) after opening a ticket at our HelpDesk, regardless of customer’s timezone.
- Correction or suggested workaround for critical issues within 72 hours (up to three business days) of opening or following-up on a HelpDesk ticket, or updates regarding the status of our ongoing investigation of the issue if a solution cannot be found within this time of opening a ticket. Correction (via software update, if applicable) for non-critical issues within 45 days.
Critical issues are those that prevent the normal operation of the software, produce errors in output or calculation or failures in the storage of data.
B. Software available via our Remote Desktop Service (Hosted Desktop UK)
Same as above; if however the issue involves investigation and fixes by the Remote Desktop provider (Hosted Desktop UK), their response time will be added to ours.
The above time guidelines would not apply to issues due to circumstances outside our control, including, for example, changes to the customer’s computer/server configuration or environment, changes to third-party components which may affect the operation of our software (operating system updates, etc.) or any changes in installation and deployment that do not conform with our Terms of use and System requirements.
Software and data services
Training & consultation A one-off 90-minute online introduction to the software is available (gratis) for new customers to be used within the client’s first subscription term/initial setup. Additional training, online consultation or assistance, if/when required, (e.g. with changes of staff, additional users, acquisition of new imprints etc.) is available for a fee, subject to scheduling and availability. Contact us for more information, training options and fees.
Additional services Additional services, including, for example, assistance with data auditing, data investigations, setting up document templates, etc. are available on a case-by-case basis for an additional flat fee, subject to scheduling and availability.
Data migration & other data services Data migration and setup services when required, are available for a fee, subject to advance scheduling. Formal estimates are available on request.
Although we are happy to provide, when requested, advice and tips as to how to organise the customer’s data and to make reasonable efforts to troubleshoot any issues pertaining to the customer’s data, we are generally unable to perform any extensive investigation and rectification projects other than work relating to omissions in data migrations that we performed if those are reported within 30 days of our delivery of the migrated data. Under no circumstances do we perform any modifications, additions or deletions to your database or to any other content/files you might have made available to us for review, unless you explicitly instruct us in writing as part of a bespoke data management project. To avoid issues with their data customers may wish to seek general (‘how-to’) guidance from our HelpDesk before performing critical data changes (e.g. complex contract rules, or complex royalty reserves, multiple currency settings etc.)
Your data We may need to access/view/test your data (or copies of your data) as part of our response to customers’ requests for feedback or assistance or as provided by our Terms of use. We do not store any data you provide us for support purposes past the resolution date of the ticket(s) associated with your request. We strongly recommend that you back up your database and other important files regularly.
Multi-user customers/sites must designate one user (in addition to an IT manager, when applicable) who is responsible for requesting data sensitive support from our HelpDesk who will in turn relay our advice and recommendations to other users.
Please contact us if you would like us to sign a Non-Disclosure Agreement for any confidential data and other information that may need to be exchanged and temporarily remain in our custody. For information about our data protection policy, contact dataprotection@jeudecouleur.com. For data exchanges we recommend that customers use WeTransfer (upload to https://thatsrights.wetransfer.com/ ). Small files (spreadsheets, screenshots etc.) should be emailed directly to our HelpDesk.
– Telephone- and other enhanced-support plans of one-to-one assistance may be available from our distributors/resellers or RIGHTS 20|20 consultants, for specific products and configurations at an additional annual fee. Contact us or your reseller for more information.
– Jeux de Couleur Limited and Book Matters LLC do not provide royalty calculation services or output of any documents & reports on behalf of their customers.
Our terms for support may change periodically; please check this page for updates.
Last update: 1 October 2023
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