Terms

The terms under which the contents of this website are handled and distributed.

All contents are Copyright © 2016 Jupiter Jazz Limited. All Rights Reserved.

Some portions of this site, specifically images, may be under copyright control of other entities. Placement in this site in no way implies ownership of the imagery by Jupiter Jazz Limited. All imagery retains the copyright of its owner. Jupiter Jazz Ltd. does not authorize the use of this imagery, for any purpose, without the express permission of Jupiter Jazz Ltd. and the owner of the imagery, where applicable.

Additionally, like in all blogs, some imagery may be posted or linked for which we do not own the copyright. We do this in the spirit of cross-promotion and doing favors, but if you have any concerns about your copyrighted image appearing in our blog, please do not hesitate to contact us and we will immediately work with you to resolve the situation.

The names, images and logos identifying Jupiter Jazz or third parties and their products and services are subject to copyright, design rights and trade marks of Jupiter Jazz and/or third parties. Nothing contained in these terms shall be construed as conferring by implication, estoppel or otherwise any licence or right to use any trademark, patent, design right or copyright of Jupiter Jazz or any other third part.

We protect your login from brute force attacks with rate limiting. All passwords are filtered from all our logs and encrypted. Login information is always sent over SSL.

The credit card payment are handled by PayPal via SSL.

We collect the e-mail addresses of those who communicate with us via e-mail, aggregate information on what pages consumers access or visit, and information volunteered by the consumer (such as survey information and/or site registrations). The information we collect is used to improve the content of our Web pages and the quality of our service, and is not shared with or sold to other organizations for commercial purposes, except to provide products or services you've requested, when we have your permission, or under the following circumstances:

  • It is necessary to share information in order to investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to the physical safety of any person, violations of Terms of Service, or as otherwise required by law.
  • We transfer information about you if Jupiter Jazz Limited is acquired by or merged with another company. In this event, Jupiter Jazz Limited will notify you before information about you is transferred and becomes subject to a different privacy policy.
  • When you purchase in the Jupiter Jazz web store we ask for information such as your name, email address, credit card information. Members who sign up for the free account are not required to enter a credit card. Jupiter Jazz uses collected information for the following general purposes: products and services provision, billing, identification and authentication, services improvement, contact, and research.
  • A cookie is a small amount of data, which often includes an anonymous unique identifier, that is sent to your browser from a web site’s computers and stored on your computer’s hard drive. Cookies are required to use the Jupiter Jazz service. We use cookies to record current session information, but do not use permanent cookies. You are required to re-login to your Jupiter Jazz account after a certain period of time has elapsed to protect you against others accidentally accessing your account contents.

Our software is distributed with a feedback clause which is reminded here for your convenience. Please read it again before providing feedback. A full copy of the EULA is both online and provided with each copy of our software.

Through a issue tracker, or by e-mail, you might want to provide feedback and/or Jupiter Jazz Limited (“Jupiter Jazz”) may request feedback concerning Jupiter Jazz’s software, including but not limited to its application, usability, functionality and features in the form of suggestions, enhancement requests, recommendations, bug reports or any other feedback (collectively the “Feedback”).

You aknowlege and agree on the following:

  • Any confidential information disclosed by you as “confidential” shall not be considered Feedback.
  • You have no obligation to provide Feedback.
  • Feedback is provided on an “as is” basis, and in providing such feedback you make no warranties or representations, express or implied, including without limitation the implied warranties of merchantability, fitness for a particular purpose and non–infringement.
  • Jupiter Jazz will protect your confidential information with respect to the Feedback, and as such, Jupiter Jazz shall not directly attribute to you the Feedback or any other information regarding your current, proposed or implied use of the Software as based on the Feedback without your prior written consent or unless such information has been made publicly available through no fault of Jupiter Jazz.
  • Jupiter Jazz shall have a royalty‐free, worldwide, transferable, irrevocable, perpetual license to use, have used, incorporate and have incorporated into our software or into another product, existing or future, any Feedback, including any enhancements, improvements or features inferred, directly or indirectly, from the Feedback.

Once the payment transaction is processed and accepted, there is no refund. All items are delivered electronically, immediately after a payment has been processed. Wehn so We immediately send download and licensing instructions to your email address to get your product(s).

We are a small but dedicated team of engineers, TDs, artists and developers who are here to assist with issues or questions you may have about our products. Whether you are reporting issues/bugs, asking licensing questions or even telling us something you would like to see in our products, we are always happy to hear from you. We treat all our customers equally - whether you're from a big or small company, an individual user or just someone who wants to learn about our software - so please do get in contact.

Our Process

You can contact the Jupiter Jazz Support team by sending an email to support@jupiter-jazz.com

We use a ticketing system to keep track of issues and requests, ans we provide you access to it. This process helps us track and log the history of conversations we have with you about your support request. As a customer under support you can log your tickets and feature requests at /issues

Logging tickets also helps us to identify recurring problems and update our internal FAQs with workarounds, resolutions and known issues.

It is important that you provide as much information as possible when submitting a support request. Further information may still be required to enable us to help you with your problem. If you have a crash or are reporting a bug then any scripts, projects, screen shots, screen video capture or reproduction steps you can provide will help us to resolve the issue sooner.

Important We can only provide support to customers who have a current maintenance contract.

If you are not under support or if you want to report a ticket visible to anyone you can still use our public issue tracker on our GitHub repos both for AtomKraft/Nuke and AtomKraft/Ae:

Sometimes we might be unable to identify your company from your email, so please do not be offended if we ask. We will often look at our databases to view licenses and company information in order to ensure that we have the right person and can give you the correct information (especially if you're an individual who moves around a lot).

It will sometimes be necessary for us to investigate your issue before we can respond in full. Please include your contact details and phone number in emails so that we can call you if necessary, for example if your issue relates to an urgent matter such as a licensing problem.

Support tickets concerning problems with core functionality and licensing are always dealt with as a priority.

If you are unable to run our products due to licensing issues we aim to get you up and running as quickly as possible. We rely heavily on our diagnostic tools for resolving licensing issues so we may ask you to perform multiple tests to help us identify your issue.

We endeavour to identify and resolve your support issue in a time frame that is satisfactory. We do not have particular targets for response times as support tickets vary in their urgency, complexity and number, and fixed response times can lead to a worse support experience. We are always interested to know how we can do better so if you have any thoughts on our process, response times or the general quality of our support please let us know.

Our support hours are 9.30am-6.00pm Hong Kong time (GMT+8) Monday to Friday (excluding Hong Kong public holidays).

We've always worked closely with our customers to make our existing and new products stronger. We are happy to pass on feature requests to our product managers for consideration.

You will need up-to-date maintenance to receive AtomKraft support. Maintenance includes support and product development. This is outlined in the yearly upgrade and support program.

Maintenance Customers

Customers with products sold with a maintenance contract that is still in force (e.g. AtomKraft/Nuke), are entitled, assuming the support is not expired, to the following benefits:

  • Software updates/bugfix released within the maintenance period.
  • Version upgrades released within the maintenance period.
  • Email support within the maintenance period.
  • Access to a private Issue Tracker.

Non-maintenance Customers

Customers with products sold without a maintenance contract (e.g. AtomKraft/Ae) or with a lapsed maintenance contract are classified as Non-maintenance customers.

We will help you get your license key working so that you can use it. You can email us with problems you may be having with the software. We will log those bugs so that future products can be improved. If we know of existing workarounds to your problems, we’ll offer those.

As a plug-in vendor, we understand the close relationship between plug-ins and the host. If your issue results from a problem between a plug-in and its host system, we may contact the host vendor and work to resolve the issue. However, sometimes the issue will be beyond our control or may relate more generally to the usability of the host software. Under these circumstances we can only provide limited assistance and you would need to contact the support team of the host systems for further support.

Important If maintenance has lapsed please contact our sales department for a renewal quote.

Things we don’t do (or can provide limited assistance with)

Sadly there are some things we cannot help with at present and these are stated in, but not limited to the points below:

  • If you need to transfer your license to another machine you will need to fill out a license transfer form and purchase the transfer. This form is available on our web store, under your account "Licenses" you will be able to operate a transfer. Otherwise you can ask our sales team at sales@jupiter-jazz.com
  • We support the core product functionality from Nuke and After Effects so we would appreciate it if you could investigate any customizations of our products with our various mailing lists first (Nuke and After Effects). Our mailing lists have a mix of new and experienced Nuke anb After Effects Users, Python and Development experts participating, as well as Jupiter Jazz staff. This is an open community and not an official support platform. We will of course be happy to hear of any bugs you find, so that we can pass these to our engineering department. We can respond to some more advanced Python and RSL questions, but we may require a more detailed explanation and also more time to investigate.
  • If you decide to use an operating system that has not been tested with our products, we cannot guarantee that they will work as stated. Please check the system requirements on our website regularly for currently supported operating systems.
  • Similarly, if you decide to use a host system that has not been tested with our plug-in products, we cannot guarantee that they will work as stated. Please check our website regularly for currently supported hosts and versions. If you would like to use our plug-ins on a host system that isn’t presently supported, please send us a request and we will notify the product manager.
  • We are not experts in network configuration. If we feel that an issue is related to DNS, network traffic, VMware, RAID, VPN configuration etc., we will ask you to refer to your internal system administrators.
  • If you are participating in a Jupiter Jazz Beta program, please direct all queries to the contacts stated in your initial beta programme invitation. However, if you encounter licensing issues while installing your beta product, we are happy to get involved.
  • We do not support or recommend render farm management software or other third-party software unless explicitly stated or advertised on our website or with our products.

If you have questions or issues with your third-party software then please consult the vendor.

We are happy to help with workflow questions however please be aware that due to limited resources we may be only able to offer limited assistance. We have training material, tutorials, and links to third party training sites and mailing lists resources to help you with the majority of workflow questions.

We do not provide on-site support services.

We would encourage you to test our products thoroughly - either through demos or evaluations - before you buy.

No guarantee or legal commitment is given to the support levels described in these support policy terms. The terms are also subject to change at the discretion of Jupiter Jazz without notification.

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