Technical Support Terms of Use

The following terms and conditions apply to technical support and ESICare plans for all new and existing ESILAW clients and all versions of ESILAW where the client is subscribing to ESICare or pay-as-you-go support options.

  1. Technical support is limited to ESILAW and ESI applications.
    1. Technical support is limited to ESILAW and ESI applications and does not include operating system support, networking support, and third party application support.
    2. ESI does not troubleshoot or debug third party products.
    3. Operating system support and networking support support will be billed at standard technical support rates.
    4. Technical support is limited to technical issues and does not include training, or how-to questions specifically directed at the use of the software or accounting principles. For training please visit our training section.
    5. ESICare support plans do not include data recovery or diagnostics.
    6. Support does not cover instruction on basic accounting principles or labor related to reconciliation or balancing of books. Please contact your accountant for bookkeeper for accounting related services.
  2. A valid working backup of ESILAW must be available to restore from when necessary.
    1. In the case where a restore of the ESILAW program and data files is required, a valid working backup must be made available. Clients who do not have a valid working backup to restore from will be billed for technical support at standard support rates of $195/hr and are not eligible for per incident support.
  3. Payment for software licenses must be current.
    1. Payment for the software licenses must be made in full at the time of the sale to be eligible for technical support.
    2. Clients subscribing to software updates annually or monthly may also subscribe to technical support at the current support and software update rates, providing that their account is current.
  4. Clients must be utilizing a supported release of ESILAW or other ESI applications.
    1. Technical support will only be provided to clients that are utilizing a supported release of ESILAW and ESI applications based. Discontinued products are not eligible.
  5. On-site installation and on-site training is not included.
    1. Telephone installation technical support is covered by the free support contract for clients subscribing to a maintenance plan.
  6. Technical support contracts are non-transferable.
    1. Technical Support contracts are non-transferable in the event of cancellation of your ESILAW software update and/or support contracts or services or if a transfer of ownership of the firm occurs.
  7. We reserve the right to limit or cancel technical support contracts.
    1. ESICare maintenance contracts are limited to a maximum of 1 hour per month of provided support. Additional hours are billed at current support rates.
    2. We reserve the right to cancel technical support contracts with 7 days notice.
    3. In event of cancellation, a refund will be issued for accounts that have been paid in full based on the anniversary and renewal date of the technical support plan.