Press Release

CSS announces new pricing and support options.

New policy to take effect October 1, 2004

Muscle Shoals, Alabama.  September 7, 2004:  W4PCSoftware announced today that beginning October 1, 2004, PacTerm for Windows and PKTerm for Windows will retail for $99.95 with upgrades retailing for $59.95. WeFax for Windows is $69.95 and the upgrade is $29.95. Users who purchase the full version or upgrade will receive one year free telephone support from the date of activation, and unlimited free support via the support message board at http://support.cssincorp.com.

After the free year of support, additional phone or email support can be purchased. Phone support will be $20.00 per incident and email support is $12.50 per incident. An incident consists of a problem or question related to the operation of the Software. An incident may be comprised of one or more calls or emails.

What constitutes an incident?

An "Incident" is defined as the service event starting from the initial customer call until closure, or resolution of the problem or issue. An incident is an issue that focuses on one aspect of the product - e.g. assistance with a specific problem or error message. While the issue may involve other aspects of the product, addressing other aspects constitutes a separate issue and is treated as an additional incident. An incident may involve multiple phone calls or emails. Support Engineers are responsible for determining what characterizes a single support incident and for communicating this information to clients. Our Support Engineers always make reasonable efforts to resolve the issue but CSS cannot guarantee all issues are resolved.

What defines a resolved incident?

Once an issue is accepted as being within the extent of technical support, resolution of a technical support issue shall be defined as accomplishing any one of the following:

• Providing a reasonable solution to the issue.
• Providing a reasonable work-around to the issue.
• Determining that the issue is in fact an enhancement request and forwarding the request to the product management team.
• Escalating the incident/bug to the development team for review.

What is the extent of CSS support?

CSS Support answers general usage questions about CSS software products. Our assistance includes:

• Helping you with the documented features of CSS software products, including how these features can be used.
• Helping you troubleshoot unexpected behavior encountered while using these features.

W4PCSoftware is at http://www.cssincorp.com/.

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