Technical Support Policy Statement

GSI Environmental Inc. (GSI), provides technical support for our software customers for a fee of $50 per incident, where an "incident" is defined as the resolution of a single technical question, problem or issue, regardless of the number of contacts with GSI required to resolve it. GSI will waive the technical support fee in the following cases: i) the incident is related to a software bug or malfunction; or ii) the software licensee is a bona fide governmental agency or entity (local, state, provincial, federal, etc., in the U.S. or abroad).

The scope of software technical support provided by GSI is limited to: i) assisting the customer with the proper operation or installation of GSI's own software products; ii) explaining or clarifying the functionality and content of our software and associated manuals, and iii) resolving or assisting the work-around of any errors or malfunction with our software. It is beyond the scope of GSI technical support to explain any of the underlying science, literature, regulations, or policies which may be employed by our software, including but not limited to the Risk-Based Corrective Action (RBCA) process, the Texas Risk Reduction Program (TRRP), Delaware RBCA Program (DERBCAP), natural attenuation, risk assessment, fate and transport modeling, etc. However, in response to such inquiries, our staff may refer the user to other appropriate resources (e.g., applicable regulatory statutes or guidance, ASTM standards, database resources, text references, site data, etc.). Our technical support engineers may also provide general information regarding the treatment of parameter values or data within our software, but they shall not provide specific decision making advice regarding input parameter values or calculation options which should be used for a particular evaluation.

Customers may contact GSI technical support via telephone at 713-522-6414, email at Esta dirección electrónica esta protegida contra spambots. Es necesario activar Javascript para visualizarla , or online at www.gsi-net.com/support.asp. Following initial contact, the customer will be informed of GSI’s technical support policy and must provide the following information:

Customer name and contact information
Software title and version
Software registration number
VISA, MasterCard, or American Express credit card number (not required for governmental licensees)

GSI administrative staff are required to obtain the above information, including payment information, prior to submitting an inquiry to a technical support engineer, even if the incident will not be chargeable. To expedite the request, the customer should also have the following information available for the technical support engineer:

Operating system version
Microsoft Excel® version
Hardware configuration (including RAM, processor speed, etc.)

Technical support will be provided in English and only between the hours of 8:00 AM and 5:00 PM, U.S. Central Time, Monday through Friday, excluding holidays. GSI technical support engineers will document all support provided to the customer, and upon resolution of the incident, will inform the user whether the support provided will be charged, based on the guidelines specified in this policy above. In the event the support is not chargeable, the payment information provided by the customer will not be used by GSI.

GSI shall endeavor to respond to technical support inquiries in a prompt manner, usually within one business day. However, the time required to resolve a particular technical support incident will depend on a number of factors, including staff availability and the complexity of the request.