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Support Services

MetaViewer Support Scope of Service

MetaViewer Software Support provides: Telephone and E-mail Technical Support, Corrective Maintenance of all MetaViewer Software (“Software Product(s)”).

Contacting Support
Customer may e-mail (imghelp@metafile.com) or call support (USA Support; 800-222-4096) (International Support; 507-286-9232) for general inquiries regarding the use of Software Product(s) only. Software Product(s) Support Technicians are available Monday through Friday, 8 a.m. to 5 p.m. Central Time, exclusive of weekends and holidays. Customer may leave voice mail messages evenings, weekends and holidays that will be responded to on the next business day.

Metafile Holidays
New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving Day, Christmas Eve Day, and Christmas Day

Support Response
Problem resolution time may vary depending on the nature of the problem. Problem reports will, as an objective, be responded to within one (1) business day. Software Product(s) support determined by the Support Technician to be outside that of Software Product(s) usage will be provided at the then current Metafile rate.

  • Software Product(s) will be kept in proper working order as delivered. Professional Service(s); installation, implementation and configuring services(s) is not included and will be provided at the then current Metafile rate.


Metafile Software Support does not cover problems arising from: hardware, non-Metafile software, power failure, operator error, networking, operating system, other environmental issues, software Product(s) installation or reinstallation, cost of construction or reconstruction of customer data.

 

*Rev: 201708

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