Do I need support?

All Cumulus software purchased from JPY is inclusive of first year support. Support is defined as one or more of the following: entitlement to written responses to written problems; to telephone access (during normal working hours) to a specialist familiar with the supported product; to product updates (i.e. minor improvements and bug fixes); to product upgrades (added functionality).

When purchasing support, it is the Customer's responsibility to clarify what support options are provided for the product and the category of customer (e.g. end-user or reseller). JPY specifies the period of support at the time of acceptance of order. Support may only be handled through a single contact nominated at the time of order.

Customers and requirements for Canto products vary considerably. Although some Canto products are designed to be used "out of the box" with minimal user configuration, others are "tools" that provide users with the ability to develop their own bespoke applications. Indeed, in this area, Canto offers extremely good value for money. Using Canto products and tools, it is possible to create very powerful apparently "bespoke" applications at a fraction of the cost of a totally bespoke solution.

However, it is important to realise that it is impossible to keep the product cost low and provide full customisation support for all Canto products.

In general, the support service that JPY offers relates specifically to product enhancements, bug fixes and issues of use. Also, JPY only works through one nominated technical support contact. If you purchase Canto through a reseller, then you will need to work with the reseller if you need help. The reseller may contact JPY if necessary. The reseller will also be notified of all software updates and upgrades and where applicable, these will also be sent to the reseller.

Additionally, JPY does not provide programming or development support as part of the product or extended support price. If you have special requirements then Cumulus will not necessarily meet your need "off the shelf". In this case, you have the following options:

• Purchase a "solution" through a solution provider:
  If you work with an existing company that handles your IT needs, then ask them to contact us so we can discuss the skills they need to support you and the capabilities of Canto products.
• Purchase a "solution" through JPY:
  JPY can provide tailored customer solutions. We are able to offer a complete service that involves Canto products and/or other products in the JPY portfolio. If we are unable to help, we can often find another solution provider that can.
• Develop your own solution in-house
  In order to do this you will need certain programming skills, for example in the Java language, which Canto uses in their development architectures. You will also need appropriate Canto Software Development Kits (SDKs) and special support and training services for developers.

Although developing in-house can be cost-effective, bear in mind you will have to spend time establishing for yourself whether Cumulus can ultimately meet your requirements and bringing yourself up to the necessary skill level. By choosing to purchase a "solution", you know from the outset what can be achieved and the timescale and budget it will take.