4Thought Marketing provides two types of support to our active 4Bridge and Cloud Connector customers, “Basic Support” and “Cloud Systems Support.”
4Thought Marketing provides free unlimited support and repair for any and all bugs found in 4Bridge and our Cloud Connectors during the term of your license.
Sometimes when you call with a problem we will not immediately know if the problem is due to a software bug or not. In these cases, we will discover the cause as quickly as possible and charge you (against your free or paid hours), only if the problem is not a bug, after the cause is determined. Note that after the cause is determined, additional efforts (such as data repair, form change, Eloqua Program Builder change, CRM system/UI change) may be necessary by you or us to resolve the issue and in particular to prevent it’s recurrence in the future.
Cloud Systems Support
4Thought Marketing provides Cloud Systems Support to our customers…
If you have received free Cloud Systems Support hours with your purchase, they may be used for any problem related to your 4Thought Marketing licensed software where we have a core competency.
Free Cloud Systems Support Hours for 4Bridge
For our 4Bridge users we also provide some number of free non-4Bridge-bug related “Cloud Systems Support” hours for 4Bridge per year of license term, the quantity of which will be defined in your license purchase or renewal agreement. At the end of every license term, the remaining old free hours (if any) expire, and are replaced, upon renewal, with new hours.
These free non-4Bridge-bug “Cloud Systems Support” hours may be used for integration issues related to:
Our goals for all Basic Support and Cloud Systems Support issues are to:
Note that all hours purchased from 4Thought Marketing do not expire (except where you have been inactive for more than 18 months and your related software license has not been renewed). Except in this situation, your purchased hours will “roll over” to the next billing period and remain available for your use as needed.
In the event you are past due on any prior invoice(s) we may withhold support services of all types from you.
4Thought Marketing reserves the right to change this policy from time-to-time without notice.