Software Policies and FAQ for Time Matters®, Billing Matters® and PCLaw®
General Descriptions
1. Annual Maintenance Plan ("AMP")
The annual maintenance plan gives the customer access to telephonic technical support and any new software versions released during the length of the customer's contract.
2. Software Maintenance
The customer may download and install the current version, the latest service release, plus any new software versions released during the term of the customer's maintenance plan. Software maintenance involves the updating of the software application for purposes of adding new functionality (i.e. version upgrade) or adapting the program to new hardware devices. Maintenance also includes fixes for error codes (i.e. service release).
3. Technical Support
Technical Support is designed to assist customers in troubleshooting and resolving issues that originate from the operation of the covered LexisNexis software product. The software program must be installed on a platform that meets or exceeds the respective system requirements listed.
Annual Maintenance Plan Policies
1. Software Maintenance Policies
2. Technical Support Policies
3. Return Policy
1. Software Maintenance Policies
Customer Responsibilities
a. It is the customer's responsibility to download and install any updates or new releases during the term of the AMP.
b. If the customer allows the AMP to lapse, the customer is not eligible to download any version upgrades or new releases until the maintenance contract is renewed. For example, if LexisNexis makes a version upgrade available during a customer's coverage under the AMP but the customer fails to download and install the upgrade prior to expiration of the current AMP and does not renew its contract, the customer will not be entitled to download or install the version upgrade.
Product and Annual Maintenance Plan Licensing & Pricing
a. Annual Maintenance Plan is valid to the original purchaser for one (1) year from the original purchase date. AMPs not renewed prior to the contract expiration date will be considered lapsed.
b. AMP licensing and pricing is calculated per site, per product and is based on the product version, edition and number of users.
c. If the customer purchases an AMP for fewer than the current number of licensed users, all rights are lost for the previous number of users and any future purchases will be based on the most current licensed version, edition and number of users.
d. If the customer purchases an AMP and does not maintain the current edition or product licensing type (e.g. Time Matters/Billing Matters vs. Time Matters only) all rights are lost for the previous edition and product type and any future purchases will be based on the most current licensed version, edition and number of users.
e. AMP Pricing does not cover Edition upgrades (i.e. Professional to Enterprise or PCLaw to PCLawPro)
f. If an AMP is lapsed, new AMP pricing will be based on the current installed version, edition and product licensing type.
2. Technical Support Policies
Contact Information
a. Hours of Operation: Monday - Friday 8am - 8pm Eastern Time (ET)
b. Telephonic only:
Time Matters or Billing Matters - 800-328-2898 (+1 919 467-1221 International)PCLaw - 800-387-9735
c. E-mail support is available only for customers outside of North America
Supported Versions & Links
a. Technical Support is limited to the current production version plus two (2) prior versions
b. LexisNexis reserves the right to require a customer to upgrade to the most current version to receive support.
c. If the customer's support issue has been addressed in a subsequent version upgrade, edition or service release, LexisNexis requires the customer to upgrade to the current version to receive support.
d. For system requirements and supported hardware refer to the appropriate software title at www.timematters.com or www.pclaw.com.
e. For supported links to other products/devices refer to www.timematters.com or www.pclaw.com (list subject to change without notice).
f. Technical Support for API's or products not listed on the web site are not supported under this agreement
Customer Responsibilities
a. In addition to the responsibilities contained in the AMP, customers are expected to fulfill troubleshooting tasks and provide log files, copies of databases and remote access as recommended by LexisNexis technical support staff.
b. LexisNexis will not provide support if the customer has not performed a complete database backup within five (5) days.
Limitations & Restrictions
a. While there is no set limit to the hours of technical support provided, LexisNexis reserves the right to:
- limit a customer's access to technical support to a reasonable number of hours per month,
- require prepayment for extraordinary hours prior to continuing service,
- suspend access to services,
- require additional customer training or onsite assistance at customer's expense before resuming technical support.
b. LexisNexis is not responsible for data lost or damaged during support due to customer's failure to properly maintain and backup its database.
c. LexisNexis technical support does not include the following:
- Customer's computing environment (e.g. Operating systems, Networks, Database maintenance or administration, Data backup and recovery or Third party software)
- The application running in a computing environment outside the recommended list on www.timematters.com or www.pclaw.com. Data conversion performed by third parties or using non-LexisNexis supported tools. If any conversions are required, the customer will need to engage LexisNexis under a separate agreement.
- Alterations or revisions to the product made by the customer or a third party
- Customizing features (e.g. billing formats or reports)
- End user training and implementation services
- Execution of accounting processes and administrative or work flow processes on the behalf of the customer
- Immaterial software errors which do not impact the designed operation of the software product.
3. Return Policy
New Customers
a. First time customers are eligible for a one-time refund of the full purchase price of the software and/or AMP (not including any shipping & handling or printed technical manual charges) within 60 days of the purchase date. Please note that no refunds will be issued if you have previously returned any software product or if you have reactivated the software.
b. To receive a refund, you must call 800-328-2898 or 919-467-1221 for a Return Authorization (RA) number. Upon receipt of the returned software pursuant to a RA number, the refund will be processed within 30 days.
Existing Customers
a. Fees for software and the AMP purchased by existing customers are non-refundable.
Frequently Asked Questions (FAQ)
Can I just buy the support plan if I don't want maintenance?
No. Our AMP now includes both maintenance and support. The support plan has been retired.
Can I just buy a version upgrade if I don't want a maintenance and support plan?
The AMP is the version upgrade plan.
I just purchased a Time Matters/PCLaw AMP. How will I get the latest version of the software?
When you purchase an annual maintenance plan, you should receive an email with a key for the version you are currently running, and a key for the most current version. When the next version is released (i.e., v10.0), we will identify all customers on a maintenance plan and assign them v10.0 keys within 45 days of the release date. You will receive an email with information at that time. If you do not receive an email with the upgrade information, please contact our Sales team (PMSales@lexisnexis.com) to let them know, so we can ensure you receive the information and link.
Can I access Service Releases if I am not on an Annual Maintenance Plan?
Yes. You can download the latest service release from our Service Center for those software versions LexisNexis supports. If you want to upgrade to the current version; however, you must have a current AMP.
I have version 7.0, and am planning on purchasing an annual maintenance plan so I can get both support and the latest version of the software. How long will it take for the application to be shipped to me once I place my order?
While Time Matters was distributed on a CD through version 8.0 and PCLaw was distributed on CD through version 6.0, subsequent versions of the software are downloadable. Once your order has been processed, you will receive an email with a link from which you can download the software. Should you not receive the email within a few days of placing your order, please contact Sales (PMSales@lexisnexis.com) to let us know; however, occasionally customers report that this email was caught in an email spam filter, or we may not have your accurate email address. If preferred, you can still order the software on a CD which will be shipped to you (fees may apply).
I am no longer using all of the licenses I currently own. Can I renew my annual maintenance plan for fewer users than I am currently licensed?
Yes. You can enter the number of users you would like to cover in your AMP. However, please note that the number of users you pay for in your annual maintenance plan will be entered into our customer database which means that any future version upgrades or reactivations will be provided for that number of users only. If you wish to decrease the number of users as described above, and then later find you need additional users, you will need to purchase additional user licenses at the new customer price. Also, customers must purchase the same number of user licenses for Time Matters and Billing Matters if they have the bundle.
I have Time Matters and Billing Matters, but am no longer using the Billing Matters functionality. Can I renew my AMP for Time Matters only?
Yes. You can request an AMP for Time Matters only. However, please note that we will adjust our records to record that your firm has discontinued use of Billing Matters and the Time Matters-only AMP you paid for will be entered into our customer database. Once your firm has initiated this change, any future version upgrades or reactivations will be provided for Time Matters only.
If you previously had Time Matters and Billing Matters and elect to upgrade only Time Matters, previously billing and accounting data from Billing Matters will no display; however, your old Billing Matters data will remain in place and will not be harmed. In this event, if you wish to later reinstate Billing Matters, you will need to repurchase Billing Matters at the new customer price for the same number of user licenses for Time Matters and Billing Matters.
I am currently on an AMP but want to upgrade from Professional Edition to Enterprise Edition. Is this covered by my AMP?
No, there are separate AMP pricing for Time Matters (Time Matters Professional and Time Matters Enterprise) and PCLaw (PCLaw and PCLaw Pro). You can purchase an "edition upgrade" to move to the Time Matters Enterprise or PCLaw Pro Editions separately from the AMP. First purchase your AMP for Time Matters Enterprise or PCLaw, which will entitle you to the latest version (currently 9.0), then upgrade your edition to move from Time Matters 9.0 Professional to Time Matters 9.0 Enterprise, or from PCLaw 9.0 to PCLaw Pro 9.0.