Scope of Support

This document outlines the scope and limitations of support for LeadNinja products. During the term of your subscription to LeadNinja Software, LeadNinja will provide expert level guidance and troubleshooting to you in connection with questions and issues arising from the installation, configuration, and use of LeadNinja Software; bug fixes and issue resolution; and access to Major and Minor Releases (as defined below) of the LeadNinja Software.

  • Major Releases: means generally commercially available major new releases, modifications, or enhancements to the same LeadNinja Software as designated by a change in the number to the left of the decimal in the version number.
  • Minor Releases/Patches/Micro Updates: means generally commercially available code corrections, patches, updates, and minor version releases of the same LeadNinja Software as designated by a change in the number to the right of the decimal in the version number.
  • Installation and Upgrades: Support for installation or upgrades includes providing guidance and troubleshooting in connection with customers downloading and installing or upgrading the software.
  • Configuration Issues: Support for configuration includes troubleshooting customers configuration settings for existing installations on approved platforms to ensure proper operation and connectivity.
  • Basic Product Functionality Questions: LeadNinja experts will answer your "how to" questions related to standard and intended product usage.
  • Product Defect Verification and Reporting: Bug identification and tracking.
  • Enhancement and Feature Request Submission

Versions of Supported Products Covered by LeadNinja Support

Get Customized Assistance from a Technical Account Manager

When you sign up for the LeadNinja Technical Account Manager (TAM) program, you’ll get a dedicated resource you can count on—a senior-level advisor with thorough knowledge of your IT environment. Your TAM will be able to respond rapidly when issues arise and can provide you with both technical and strategic help in using LeadNinja products.

What Support Excludes

The following are excluded from LeadNinja Support obligations:

  • LeadNinja Software that is used on or in conjunction with hardware or software other than that specified in the applicable documentation
  • Virus infections
  • Spam protection
  • System/Server administration activities
  • Routine product maintenance (data backup, cleaning disk space and configuring log rotation)
  • 3rd party applications not provided by LeadNinja
  • Altered or modified LeadNinja Software, unless altered or modified by LeadNinja or as defined in the product documentation or knowledge base
  • Defects in the LeadNinja Software due to hardware malfunction, abuse or improper use
  • Any version of the LeadNinja Software for which support services have been discontinued by LeadNinja as documented in the LeadNinja End of Life policy
  • Evaluation software or other software provided at no charge and any LeadNinja Software sold separately by LeadNinja, including, without limitation, consulting code, unless generally made available to LeadNinja’s subscription customers at no additional charge
  • LeadNinja Support excludes training, customization, integration and any issues arising from nonstandard usage of the software