Technical Support Boundaries

CDE Software prides itself on having one of the premier Technical Support departments in the industry. Our Technical Support Representatives are well versed in the sport of bowling and products we offer. Because of this extensive knowledge, customers often solicit a representative's advice on issues other than the function and features of CDE Software products, such as league rules, USBC rule clarification or interpretation, printer setup and firewall configuration. CDE Software's Technical Support Representatives will always use their product knowledge to help isolate a customer's problem. The problem, once identified, may not relate to the CDE Software product or its configuration. It is necessary to draw boundaries for the support given by the Technical Support Department.

1. CDE Software Technical Support is happy to help its customers configure the league and tournament products with their rules and setup, but it is the customer's responsibility to first gather the league or tournament's bylaws and official rules. If the customer does not know the league or tournament bylaws than it is suggested to contact the previous league secretary or tournament manager or the center to obtain that information.
2. It is the responsibility of the customer to know and have available all membership organizational rules and bylaws for the current season, such as USBC, CTF and TNBA. Rules do change every year and participating in such membership organization for a given season is acceptance of following those bylaws.
3. CDE Software Technical Support requires certain information be available prior to answering a support request or may require additional information. Such information includes customer name, address, product name, serial number, major and minor product version numbers.
4. CDE Software products are highly configurable to handly the majority of different league and tournament configurations. The product printing features are designed to print using generic Microsoft specifications. Internet features, such as uploading standings, downloading updates and sending email is set using standard communication with some features to help when used behind firewalls. Once it has been established that the CDE Software product is properly functioning, CDE Software's support responsibility ends. Configuration or troubleshooting of any problems related to firewalls, virus protection, printer drivers, Windows configuration is the customer's responsibility.
5. The use and understanding of Microsoft Windows or other programs, such as firewalls, antivirus or CD-ROM burning software is the responsibility of the customer. If the customer is not comfortable with using such programs or Windows, Technical Support can refer some published books.
6. Autoscoring and kiosk products generally require networking capability. Workgroup configuration, ip and subnet addresses and other networking or computer configuration is the customer's responsibility.
7. Certain features of our products include compatability with LeagueSecretary.com, Bowl.com or Bowler Trac. It is the customers responsibility to contact the support from third parties to obtain login information, league ID numbers, etc. Once the information is available, CDE Software Technical Support will be happy in assisting in entering the information into the correct location.
8. Third party services, such as LeagueSecretary.com, Bowl.com and personal websites are not hosted or managed directly by CDE Software. If there becomes a service issue or outage, please contact the support directly with the third party company.
9. CDE Software Technical Support is glad to assist customers with CDE Software products when installed on currently supported operating systems. Over time, Microsoft will phase out support for older operating systems, such as Windows 98, Me, NT. If a problem is determined to be based on a discontinued operating system, Technical Support will direct the customer to upgrade to a Microsoft supported operating system, which may potentially require an upgrade or replacement in computer hardware.
10. If more than one Technical Support Rep has determined that a particular customer issue is not related to the CDE Software product, no additional contact on that particular issue can be addressed.
11. CDE Software Technical Support Reps endeavor to solve customer problems in a methodical, calm, professional manner. We expect our customers to do the same. Customers who use abusive language and/or profanity will immediately lose their Technical Support privileges.

These boundaries are designed to provide the highest quality Technical Support to CDE Software Customers. The efficiency and expertise of the Support Group must be tightly focused in order to continue our tradition of excellent Technical Support.

© 2007 CDE Software. All Rights Reserved.

CDE Software
4515 44th Ave SW
Seattle, WA 98116-4116

Windows Vista, Windows XP, Windows 2003, Windows 2000, Windows NT, Windows Me, Windows 98 and Windows 95 and the Windows logo are trademarks or registered trademarks of Microsoft Corporation in the United States and/or other countries.