RocketCart Partner Agreement
Support Boundaries
RocketCart Partners are divided into two tiers based upon the amount of
techical support they can provide for their clients when installing
RocketCart. Additional support is provided on a contract basis. RocketCart's
support policy is based on the customer's contract status. If they have a
maintenance agreement their support is billed in quarter-hour increments at
48.00USD per hour for tier one technical support and 58.00USD per hour for
tier two support. If the customer does not have a maintenance agreement in
place the cost for tier one support is 54.00USD per hour and tier two is
charged at 64.00USD per hour.
Off contract support is also billed differently. We charge a one-hour
minimum per issue with subsequent time billed on a quarter hour basis until
the issue is closed. We provide bug-fixes for the currently released version of
RocketCart at no cost. If the issue is hosting, ISP, or related to a
problem with Microsoft operating systems or applications like ODBC, IIS,
Access or SQL Server, we will provide advisory information and allow each of
our clients and customers to determine their course of action with their
developer, network administrator or hosting firm. If hosting is purchased
through RocketCart we will support all tier one applications like email,
listservers, FTP, etc. at no cost. Application support for RocketCart will
be under contract as described above.
Pricing and Customer Policies
The RocketCart Partner program and pricing policies are subject to change
without notice. RocketCart does not sell our applications or services
directly. We don't publish prices for services or software.
All RocketCart customers are the customers of RocketCart and our partners
and are entitled to recieve support from RocketCart if, for any reason, they
don't want to work with the partner that supplied them with RocketCart or
other services. We will not release information about RocketCart
installations or partner clients without permission of the partner and the
customer.
Partner Termination
In the event a partner ceases operations or terminates their agreement with
RocketCart, we will be free to continue our relationship with the customer.
When a partner terminates their agreement with RocketCart or vice versa, all
rights to data, software, materials or other tools that were supplied by or
created by RocketCart, or RocketCart partners and principles will be
returned and are not to be used in any capacity by the partner.
Billing
All accounts are billed for services in advance and all other services or
products will be billed with terms indicating that the amount is due upon
receipt. Any and all accounts will begin to acrue late charges at a rate of
1.75% per month when any account has not been paid in full within 15 days of
the invoice date.
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