DNM Support and Updates Policy

Scope

This Support and Updates Policy describes the support and update services Falcrex Systems Inc (Falcrex, we, us, or our) provides for Document Naming Manager (DNM). It forms part of the End User License Agreement and the Terms of Service, and capitalized terms have the meaning given there. It applies to trial and paid installations of DNM on Windows.

What support covers

Support comes from the small team that builds DNM, by email at support@falcrex.com and through the contact form. It covers:

• installing DNM, activating a license, and resending a lost license key;
• moving an activation to a new computer;
• questions about the built-in naming standards, settings, Watch Folder, and Recovery Vault;
• bug reports and troubleshooting of DNM itself; and
• the documentation, support page, and release notes we publish on getdnm.com.

What support does not include

• guaranteed response or resolution times;
• phone, on-site, or dedicated account support;
• custom development, integrations, or configuration services;
• support for unlicensed installations, revoked keys, or installations beyond your activation limit;
• troubleshooting of Windows, Microsoft 365, SharePoint, OneDrive, or other third-party systems beyond how DNM interacts with them; or
• legal, records-management, or compliance advice (see section 10).

Response goal

We read every message ourselves and aim to reply the same business day on weekdays. That is a goal we hold ourselves to, not a contractual service level, and it is not a promise of resolution time. If an issue needs more digging, we say so and keep you posted.

Your files stay yours

DNM runs entirely on your computer, so we almost never need your files to resolve a problem. Do not send confidential documents or client files through support channels unless we specifically ask and you are authorized to share them. A useful report includes your DNM version (Tools & Settings, then About), your Windows version, the naming standard you were using, a file name or two that came out wrong, and what you expected instead.

Supported systems and versions

DNM is supported on Windows 10 and Windows 11, 64-bit. We support the current release of DNM. If you are running an older build, please update before reporting an issue; most reports are resolved by the current release. Activation and license checks need an internet connection; day-to-day naming does not.

Updates

We release bug fixes, security fixes, and feature updates for DNM from time to time. Current releases are available as signed downloads from getdnm.com. In-app update delivery may be offered when a hosted release is available. They are not released on a fixed schedule, and some updates may be required for security, licensing, or compatibility reasons.

Update scope follows your plan:

• Monthly and annual subscriptions receive every update released while the subscription is active.
• A lifetime license is a one-time purchase that includes all current and future versions of DNM, including major upgrades, new features and security fixes.
• No additional license purchase is required for a new major version. Lifetime licenses do not renew and remain subject to the purchased activation limit and the applicable license terms.

We do not guarantee that any particular feature will remain available forever, or that DNM will be updated to support future Windows versions.

License requirements for support

Support is provided for active 14-day trials and for valid licenses. We may decline to support installations that use invalid or revoked license keys, exceed the activation limit for the plan (two computers per seat for monthly and annual plans, one computer per seat for a lifetime license), or have outstanding payment issues with Paddle, our Merchant of Record.

Your responsibilities

• Keep DNM reasonably up to date, especially for security fixes.
• Keep your own backups. Recovery Vault can undo eligible recent saves with configurable retention up to seven days, subject to your settings, storage limits and matching paths and hashes. It is an undo history, not a backup.
• Give accurate and complete information when you ask for help.
• Make sure your computer meets the requirements above.

Falcrex is not responsible for issues caused by your environment, third-party software, hardware failures, or missing backups.

No warranty, no legal advice

Support is technical and product-related only. Falcrex does not give legal, records-management, e-discovery, Microsoft 365 or SharePoint compliance, or regulatory advice, and does not guarantee that a naming convention, audit log, or export will satisfy any specific legal, professional, or contractual standard. Consult your own advisors for those matters. Support and update services are provided without warranty, as set out in the Terms of Service and the EULA.

Changes to this policy

We may update this policy from time to time. The updated version will be posted on this page with a revised Last updated date. Continued use of DNM or of support services after a change is posted means you accept the updated policy.

Contact

Falcrex Systems Inc
British Columbia, Canada
support@falcrex.com
privacy@falcrex.com
getdnm.com/support
falcrex.com