Cayuse, Inc.

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First Things First

This document outlines our policy on the Update & Support Subscription provided for current Cayuse software products, but does not apply to software products which Cayuse has declared End-Of-Life (see below).

Terms of Support

• Downloadable Program Updates and Technical Support assistance during period of support. Support via the telephone, electronic mail or fax. (Volume license holders receive this support for two contacts per 25 licenses purchased.)
• Access to the Cayuse customer support web pages, containing updates to the product and manual, as well as other product-specific technical information.
• Access to Customer Support FAQ's via WWW.
• Telephonic Support hours are currently 7 AM - 3 PM PST, Monday through Friday, excluding Federal Holidays.

Note: the above items are available only to persons with valid support contracts.

Duration of Support

GrantSlam software versions shall be actively supported until six months after the release of the next version. Following this 6-month "mourning period", the old version will reach its End of Life (EOL). Support for EOL products shall be on a Time and Materials basis only. EOL notifications shall be posted on this page. The following GrantSlam products are EOL: Version 2, Version 3, Version 4.x, Version 5.x, Version 6.0.x, Version 6.1.0, Version 6.1.1, Version 6.1.2 (6/1/05)

Operating System Support

Platform Support follows vendor guidelines. As such, support for the following platforms has been discontinued: Windows (95, 98, NT, Me), MacOS (8, 9).

Contract Terms

GrantSlam Campus and Network customers are required to purchase support contracts on an all-or-nothing basis.

Lapsed support contracts are renewed on an annual basis, backdated to any missed months, plus a 10% back-support surcharge for the missed months (pro-rated). We allow for a 30-day grace period for purchasing delays and extenuating circumstances.

Third-party Software

Cayuse endeavors to provide support for third-party products used in the development and operation of GrantSlam, but Cayuse does not accept responsibility for defects or limitations in such third-party software. Support includes updates to Cayuse software but does not include updates to 3rd-party software which may be required to run Cayuse software.

As with all software, customers should follow standard system administration practices, which include backing up their data on a daily basis.