You are purchasing a license to use the software and any associated materials. The true value of software lies in the code designed to operate the computers on which it is installed, and not in the media (CD or Internet) used to deliver the programs. Software is classified as intellectual property, and its code, design, user interface, and methodologies are owned by MasterLink Software, which grants you a license to use it. Software publishers do not provide a warranty for the software because we cannot control the hardware it is installed on, any additional software that may impact the operating environment, the operator's knowledge, the accuracy of data entered, or any of the countless factors that could prevent the software from functioning as intended. MasterLink Software will address any written (email) concerns regarding the software, and we will offer regular updates that include new enhancements and corrections for any issues that arise, whether due to design flaws or user errors that go untrapped.
**Support Policies**
MasterLink Software will provide support services for two quarters following the licensing of any product. After this period, users will need to pay for support services. Our support is highly personalized and specific; we need to understand the nature of the problem to assist effectively. Our Windows-based products feature email capabilities that generate a message to tech support, including the error file from the last incident. It is important to use this feature when encountering an issue and to provide a brief statement of what you were doing and what occurred. Our DOS clients should generate an email and attach the error.log file located in their server's primary program directory.
We strive to respond to emails as quickly as possible, often within minutes. Email support is preferred, as it allows for written documentation of responses, which can be easily followed. Each email is also tracked. Telephone support can be more challenging for our clients, as they may not always be in a distraction-free environment.
We also offer support through an online connection, favoring high-speed internet using LogMeIn Rescue. We can quickly resolve issues and transfer files during these sessions.
**What Support Is Not**
Support does not include training or data entry. We provide extensive documentation, and our Auto Shop Writer 2012 manual is fully integrated. From any window in the program, you can press the F1 key to access the relevant manual page. We also provide an online manual available on each workstation, as well as files in PDF format for on-screen reading and Word .doc files for printing.
We do not provide hardware support. As a software publisher, we do not sell or support any hardware or peripheral components. Additionally, we do not offer training or support for basic Windows operations. We encourage our clients to acquire and read one of the many basic Windows operation books available; these are affordable, well-illustrated, and focus on essential skills every computer user should grasp.
**We do not provide free support.**
MasterLink Software operates as a business with expenses, just like your company. If you run an automotive repair center, you charge for each vehicle you service; we must do the same to cover the costs of our staff, contractors, and suppliers who provide services and support.
**Privacy Policy**
While many companies routinely mine data from your system to sell the results, MasterLink Software respects the confidentiality of your business information. We do not upload any data to our servers, nor do we scan, monitor, or retrieve any of your information. Your data remains private and secure on your computers. Our Auto Update System will download new files and licensing information to your server, enabling you to utilize the latest features we offer. If we provide online support, we will access your computer only in your presence and with your permission (granted when you set up the connection).
This is your private information. When considering any software product, be sure to verify that you retain full control over your private business data.
**Software as a Service**
SAAS is offered on an unlimited term basis and can be canceled at any time. The service requires the payment of a monthly charge. If payment is not received within 10 days of its due date, access will be suspended. The rate is guaranteed and will not increase as long as you maintain continuous payments. Rental software comes with the same privileges as a license, including support services and updates. Fees for optional third-party software cannot be included in a rental agreement.
**What You Are Buying**
You are investing in a tool. The computers are sourced separately. With the Shop Writer program(s), you are acquiring intellectual property, which reflects the time and resources invested to create a solution for managing record-keeping, accounting, and follow-up for your business.
It may be confusing since you don’t physically see the product you are paying for. What you see are operations displayed on a computer screen, all meticulously developed to store and report data that impacts your business. This represents an "intellectual process," and you are granted the right to utilize it.
You buy a license to use the software. You do not own the software and may not modify it or distribute copies to others. While you own your data in its raw form, you are also paying for our assistance in understanding and using the software, but not for us to enter your data.
**How to Buy**
First, do your homework! We can provide an online demonstration and answer all of your questions. We will show you how to accomplish tasks that are important to you. Watch our videos, explore our online manual, and visit our user forum.
When you are ready to purchase, we will send you an agreement that clearly specifies the pricing and terms. Once you complete the agreement and return it with your payment, we will install your software.
**Pricing**
SAAS is billed as a monthly fee. Initially, you will pay a "first and last month" fee for the product you select. Then, a monthly charge will be applied via credit card for continued use of the software.
SAAS includes all support and updates, including major version upgrades. We do not charge for access to third-party programs, but their fees are set and charged separately by the provider. This includes CRM services, internet connectivity fees, email and text services, and any information services you contract.
We also do not impose "add-on" fees, as we understand they can accumulate significantly. We are happy to provide any technological assistance we can, and for our software users, we never charge extra for consulting, online support services, or for creating additional programs or elements that enhance your system.
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