Warranty and benefits are described in several places.

The web site reproduces our general terms about licensing, warranties and liability. This is the general frame of all our sales.

http://www.radialsoft.com/products/conditions.htm

A short copy with specific details is attached to the distribution kit of the product under ASCII format:

for example for CATIA2SolidEdge you will find it at C:/Program files/RadialSoft/SECATIA /SECATIA .txt

This is mostly legal stuff and of course quite restrictive. This is the normal caution of most of software companies.

The web site list the benefits of Warranty and Maintenance.

"Maintenance includes bug fixes and periodic updates with new versions. Access to our private web site with information on the product. Follow up on SolidEdge/SolidWorks releases".

Now in non contractual terms but easier to understand:

Warranty is like 3 months of maintenance attached to the initial sale.

While customers are under maintenance, RadialSoft offers the following services:

Stay current with the host application for addins (SolidEdge or SolidWorks) and make release available to customers if necessary. This means that we must post fixes if necessary when SolidEdge V15, V16 comes out. This is an important commitment. We assure to support the two latest version of the host application and up to three during the 3 months following the latest version. This correspond roughly to versions produced during a year and a half. Within versions we expect the user to use the latest or last but one service pack.

Stay current with variations of the format supported inside the original specifications. This means that we keep up with CATIA V4.20 , CATIA V4.22 and so on. Due to our flexible system changes and adaptations are usually very fast.

The difference betwen RadialSoft technology and its competitor is that we verify that our assertions are valid on every file. Should something differ anywhere in the file format the translator log it.

Offer help and support services by web pages and email.

Help means that with a reasonnable effort of time we are going to assure that the customer can operate the software by himself. Note that our license terms supposes that the users is a professionnal user. We are not going to train someone to CAD for example. Our first move will be to ask the customer to produce a log and check our frequent asked questions available on our web site.

Help is usually necessary for setup or when the customer encounters difficulties to take care of the first translations.

Support corresponds to situations where the customer faces unexpected difficulties with the product. Tentatives will be done to solve the issue based on logs and notices made by the customer (bad results, no result). Several tools are available to RadialSoft to figure out the issue in total confidentiality without moving the data. However very quickly the only solution is to work directly on the customer file.

Action Items: When issues take a longer time (over 24 hours) they are tracked in our Action Item database, assigned a number and monitored for progress. The slow pace of the Action Item number since we set up this system shows that most issues are solved within two business days.

RFC : Eventually some issues will require a long term correction and are tracked as Request for changes. Request for changes can be monitored directly from our support web site.

An important aspect of the support service is to propose to the user to achieve the translation ourselves. Although we reserve the right to decide when we offer to take in charge the translation, we do it very regularly (about one issue out of two) because we know that our customers can't delay their work and don't have time to work with our support. This requires of the course the file to be sent to us. Confidentiality agreement are available for this purpose. It is also our best interest because issues can be solve under better circumstances when the customer is more available.

Changes applied to the software are always generalized and placed back to mainstream system. There is no changes made just to fix one file and the system keeps its simplicity. This is also a benefit of RadialSoft maintenance contract. New versions are made available via our web site to everyone. For customers with a current maintenance contract and their registration information up to date using the latest version is just a snap. Older versions are also available to guarantee the ability to rollback.

Help and advice are also available on an individual basis to enhance translations, plan major translation, evaluate risks associated to translation issues in large contracts, integration with PDM .

Feedback: We encourage and welcome all feedback from our customers. The ability to suggest enhancements by email or via our wish list available on our web site is acclaimed by our customers. RadialSoft recognize that customers have a valuable hands-on experience.

Support web site access. Customers under maintenance have access to our support web site with a user and password.

This ever growing section offers resources like frequently asked questions, Request for changes list and forms to report issues.

Enhancements. Last but not least of the benefits. In the domain of translators, enhancements are on top of the prelisted changes which represent a platform.

Enhancements can be:

- Extension of the specifications of the product. new entities supported, more attributes restored.

- Enhance performance. Performance is an issue in large files. Several algorithms like verification and healing are consumers of large computing and memory resources. Streamlining them is our objectives.

- Enhance reliability.

- Enhance geometry.

- Enhance operation this includes user interface, settings and API .

- Enhance usability of the results.

Maintenance, help and Support are assured in cooperation with the reseller. Resellers may choose to take the first level of support themselves or ask their customers to contact us directly. Action Items appear on the reseller information form sent regularly to resellers so that they can see issues raised by their customers and the status of these issues. RadialSoft can also require the reseller assistance if setup procedures need to be verified or specific assistance need to be provided to the customer.

RadialSoft operations are assured in English. We don't offer support options in other languages. Resellers assistance can be required in the event of language and translation issues during support operations.

All contact for maintenance should be initiated by the customer by email to support@radialsoft.com

All these engagements are always limited to the obligation to take care of the issues with our means never an obligation of results or an commitment in term of delay. Liability is always limited to the amount of the last related order (initial sale, upgrade or maintenance).

Past experience shows that we are usually able to solve most of the issues. On longer issues a solution is sometimes to make a temporary fix, do the transfer ourselves and consolidate in the next release.