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Maplesoft Customer Service Policies Services Available Maplesoft is committed to providing the highest level of support for the products it sells. In addition, Maplesoft is also committed to delivering quality services that will enable customers to fully leverage the benefits of the products it sells. We provide basic support to all of our customers to assist with online shopping via our Web store, product installation and product activation. We also collect and verify defect reports and requests for product improvements. Where possible we will provide fixes and workarounds to reported problems. If you have questions regarding any of our products features or capabilities please let us know and we will do our best to provide the answers. Maplesoft also offers the Maple Elite Maintenance Program (EMP) that includes free product upgrades for one year and access to premium content, support, and special discounts. If your needs extend beyond basic support or the services covered by EMP, we also offer professional services that can be quoted and scheduled through our customer service or sales teams. These services include: Maple code debugging Custom Maple programming Mathematical consulting On-site or remote training and education Products Supported Generally speaking, Maplesoft offers support for the current release (at the latest patch level) of all of our main products. We will also continue to support the previous two major releases (at the latest patch level) of our main products. Support for older versions will be discontinued 3 months after a new product release. Hours of Operation We are available 9:00am to 5:00pm EST/EDT, Monday - Friday, (Canadian Holidays excepted.) Email inquiries can be submitted 24 hours a day, 7 days a week, through our online form located at http://www.maplesoft.com/contact/webforms/support.aspx. Email responses will be processed during regular business hours. Customers outside US and Canada can contact the nearest Maplesoft Partner during their regular business hours. Resolution Cycle We generally process requests in the order of arrival. When you report issues to us it is best to include or have ready the following information: Serial number/purchase code and product version as accurately as possible Operating system name, version, service pack/patch level Description of the hardware platform: CPU, brand and model of the video card, amount of RAM, free Hard disk space, etc. A precise statement of the problem and a step-by-step description of how to reproduce it A short worksheet example or a short segment of code if appropriate. For instance: # Here is my Maple code <Maple code> # I expected to receive result A <State the result A> # But received result B <Show the result produced by Maple> # End of example We believe in a co-operative approach to solving problems. This may involve providing us additional information to help us diagnose problems, running specific tests in your environment to eliminate possible causes, and providing feedback on new results during the resolution cycle. With your assistance, we can identify and resolve problems as quickly as possible. Return Policy This policy only applies to purchases made directly from Maplesoft. If your product was not purchased directly from Maplesoft, please contact the bookstore/software reseller where you made your purchase for details on their return policies. Boxed Product and Manual Sales Online sales from Maplesoft may be returned within 15 days of purchase. You will need to contact Maplesoft to obtain an RMA number before returning any items. Please note that for software purchases, once the media envelope seal has been broken, it cannot be returned. Unless an error has occurred in order processing or shipping, shipping fees will not be refunded. Please contact Maplesoft for details and policies on replacement of items damaged in shipment, or for defective software media. Downloadable Product Sales of Maplesoft Products Downloadable product sales are final. Please note that your credit card will be charged at the time the download link is provided to you. If you experience any problems with the download process please contact our Customer Service Department. Please reference your order tracking number in your correspondence. Downloadable MapleConnect Third-Party Products Third-party products may be returned within 15 days of purchase. Please note that your credit card will be charged at the time the download link is provided to you. If you experience any problems with the download process please contact our Customer Service Department. Please reference your order tracking number in your correspondence. For refunds, you will need to obtain a letter of destruction, which will need to be filled out, signed, and faxed back to Maplesoft, at which time your credit card will be credited by the amount of the purchase. Shipping Policy To help protect our customers from credit card fraud, we currently do not ship orders to PO Box addresses. You should expect to see your shipment arrive within 3-5 business days. An invoice (if applicable) will be mailed out separately. If you have any questions or concerns about these policies or our customer service, please do not hesitate to contact us.