Policies

Customer Criteria - EFI Pace supports customization modules for customers who meet the following criteria:

• Purchased related module.
• Received training on related module via UNP courses and/or applicable webinars.
• Reviewed supplementary training documentation (Knowledgebase, SDK package).
• Use Crystal Clear to generate custom EFI Pace report files.

Policy - EFI Pace provides customers meeting the criteria above with up to two (2) hours of support on an issue at NO COST. EFI Pace provides additional support at a rate of $200 per hour. Customers must approve billable time verbally or electronically before billable work can begin.

Credits May Apply - If EFI Pace determines that the issue is an EFI Pace or supported application (Crystal Clear) defect, the billable time may be credited.

Policy Exceptions: For EFI Pace Custom Reports Crystal Reports - If customer uses any version of Crystal Reports to generate custom EFI Pace report files, related issues are NOT subject to the two (2) hours of no-cost troubleshooting and are immediately billable at $200 per hour, with a minimum of half an hour and, thereafter, in 15 minute increments.

Additional Fees May Apply - If customer uses a version of Crystal Reports for which EFI does not already have a license (typically anything other than v8.5), EFI reserves the right to purchase a license for the appropriate version and bill customer for said license. Unfamiliarity with the alternate version may also lead to increased troubleshooting time, which would mean more billed time.