Terms of Technical Support for FITNESSGRAM® 9.x Software

Technical support for FITNESSGRAM 9.x is divided into support tiers as noted below.  All tiers are entitled to free updates to FITNESSGRAM 9.x. 

NOTE: Customers not purchasing technical support for Tier II will have to purchase support from Human Kinetics on a per-hour fee basis.

Tier I (Reasonable and Customary):  

1.    All versions: Customers with Tier I support will be provided with general support that is considered reasonable and customary.  Specifically support topics included fall under the following:

a.Validation of system requirements

b.General installation assistance: Installation documentation will be provided along with answers to questions relating to the process.  General installation troubleshooting will be done but will not include initiating remote console sessions or providing database administration.  No support will be provided if it is determined that minimum system requirements have not been met.

c.Teacher level functionality support: Functionality support will be available to teachers including entering data, running reports, and utilizing the email functionality. 

d.General system support: School Information Technology personnel will be worked with to answer questions pertaining to system requirements, browser support, and functionality of technical components.

     2.FITNESSGRAM 9.x District: Additionally customers with Tier I support on the district version of the software will receive the following support elements:

a.District level functionality assistance:  Functionality support will include managing teachers and teacher related data in the program and running district wide reports

b.Data management functions: Answering questions and general support of data management within the software as documented in the FAQs for Administrators.  This includes promoting and moving students, import data from FITNESSGRAM 8.x, and archiving of data.  This does not include database management nor does it allow for support through remote console sessions.

Tier II (Annual Fee):

1.    Tier II customer support is offered on an annually renewable fee basis.  In addition to the elements defined as Tier I support, all Tier II customers receive the following:

a.Access to Tier II Support Personnel: All technical support encounters do not require upper level support personnel so it is understood that purchasing Tier II support does not constitute a guarantee that all technical support issues will be handled by a Tier II support person.  However, at the point of which a technical support issue is determined to be Tier II an upper level FITNESSGRAM 9.x technical support expert will be engaged.

b.In-depth troubleshooting: While Microsoft Windows Server, Microsoft Server, and Microsoft IIS Server software cannot be supported, Tier II support customers will have access to FITNESSGRAM 9.x Technical Support experts who have extensive experience supporting the FITNESSGRAM 9.x software in these environments.

c.Database Maintenance: Guidance will be provided on cleaning and maintaining databases.

d.Database Structure Expertise: Support will be provided in understanding tables, fields and content within the database.

e.Data Troubleshooting: Assistance will be given with troubleshooting data issues.  This can include, but is not limited to reviewing of data, providing guidance on import file formatting, and advising of best approaches for resolving corrupt data. 

2.    Effective date: The effective date for Tier II support will be the date of invoice. 

Non-covered support: Human Kinetics is not responsible for functioning as a database or web server administrator.  We will not remote into a customer environment in order to engage in any type of Microsoft Windows Server, Microsoft Server, or Microsoft IIS Server functionality support.