Does the Support Access Agreement cover my hardware or hardware malfunctions, or operating system support?
No. The Support Access Agreement does not cover your hardware, regardless of the source of the hardware, nor does it cover the operating system, or support associated with it, or attributable to it, or relating to operating system updates, or changes made to the operating system by the end user. However, GenesisFour does provide excellent, knowledgeable hardware support for its clients, some of which is provided at no charge, and some of which is fee-based. As a supported user of GenesisFour software, we do expect you to call us with whatever your problem might be. When you do, we will assist you with reaching a determination as to whether or not the problem has to do with GenesisFour software, and if not, whether the problem appears to be related to your hardware, operating system, third party software, or some other cause.
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