SoniClear Support Policy

To assist in maintaining the reliability of your system, the purchase of SoniClear licenses includes one year of Annual Software Support. After the first year, Annual Software Support must be renewed. Renewal pricing is available on request. We encourage you to renew and use Annual Software Support to get the most benefit from the software.

Annual Software Support includes support by phone, email, and an online support request. We will contact you via email or phone, whichever is your preference. In most cases we respond to support requests the same day, but sometimes we will follow up the next business day.

In addition to personalized support, SoniClear offers online documentation for both installation and use of our products, along with videos that cover the most frequent questions we receive from customers. 

Annual Software Support includes access to SoniClear software updates. We are constantly working to improve the features and reliability of SoniClear products. Updates to the software are made available for you to download during the year while your Annual Software Support is current.

Support provided through the Annual Software Support Service is for the purpose of answering questions that arise from installing or using the SoniClear software. Annual Software Support does not include formal training on the use of SoniClear software, or on how to operate computers in general. We offer formal webinar training sessions for an additional fee, or in some cases, bundled with the original purchase of the license. See the Training and Support information on the Products Page for additional information.

Annual Software Support does not include IT support for managing computers that have not been purchased directly from SoniClear. Some SoniClear products may include Remote Installation Support. In that case, SoniClear provides assistance to you or your IT staff to install and configure the software using remote computer access. Aside from the purchase of products that include Remote Installation Support, we cannot assist with hands-on work on your computer, such as performing the SoniClear installation process, configuring your computer, updating Windows, or setting up software from other companies. We recommend that you consult your local IT support staff, or an IT consultant, to help you with any tasks related to installing and maintaining your computer.

SoniClear software is provided as a license, not a purchase. Terms of the license agreement and other legal information can be viewed on the Licensing and Legal Info Page.

SoniClear does not offer any warranty or guarantee that hardware purchased from us will be free of defects, or that it will be perfectly suited to an application. We provide advice during and after the purchase to help the customer choose appropriate hardware, however, the customer is responsible for choosing and deploying the software and hardware that is needed for any given situation.

SoniClear provides hardware assistance, during the first year after hardware is purchased directly from SoniClear, to help customers obtain repairs from the manufacturer under the terms of any warranty provided by the manufacturer. In the event a hardware product does not have a manufacturer-supplied warrantee, or the warrantee has expired, it is the responsibility of the customer to obtain hardware service or replacement hardware at their own expense.