SUPPORT POLICY
Liscaragh Software (Dave Devery Consulting Ltd)
Version: 1.2
Effective date: 27 July 2026
1. ABOUT THIS POLICY
This Support Policy explains the support provided by Dave Devery Consulting Ltd, trading as Liscaragh Software, for our software products. Whichever product you have licensed, for example Liscaragh Migrate, is referred to in this policy as the Product.
This policy should be read together with the End User Licence Agreement applicable to the Product.
Where there is any conflict between this Support Policy and the applicable End User Licence Agreement, the End User Licence Agreement takes priority.
Some sections of this policy apply only to a particular type of product, for example a data migration tool such as Liscaragh Migrate, and are marked accordingly. Everything else applies to any Product we support.
2. SUPPORT ELIGIBILITY
Standard Product support is included with every valid Product licence at no additional charge for as long as Liscaragh Software continues to maintain and support the Product.
Support is available to the licensed customer that purchased the Product and to that customer’s Authorised Operators, as defined in the End User Licence Agreement.
Support is not provided directly to the licensed customer’s employees, clients or other end users unless Liscaragh Software agrees otherwise.
Support applies only to a Supported Version of the Product, as defined in the End User Licence Agreement. A customer may be required to update to the latest available version before Liscaragh Software continues troubleshooting an issue.
3. HOW TO REQUEST SUPPORT
All support requests must begin by email to:
support@liscaragh.com
The support request should include enough information for Liscaragh Software to understand and investigate the issue.
Where available, the customer should provide:
a. the Product version;
b. a description of the issue;
c. the specific feature or mode of the Product being used;
d. the steps taken before the issue occurred;
e. the expected result;
f. the actual result;
g. relevant error messages;
h. screenshots;
i. logs or reports;
j. relevant folder exports;
k. the steps already attempted to resolve the issue; and
l. any recent changes to the customer's environment that may be relevant.Feature requests and Product suggestions may also be submitted to support@liscaragh.com.
Liscaragh Software welcomes Product suggestions but does not guarantee that any requested feature will be developed, scheduled or included in a future release.
4. SUPPORT HOURS
Normal support hours are:
Monday to Friday, 09:00 to 17:00 Irish time.
Support hours exclude Irish public holidays.
Requests received outside support hours will be treated as received at the start of the next Business Day.
In this policy, Business Day means a day other than a Saturday, Sunday or public holiday in Ireland.
5. RESPONSE TARGET
Liscaragh Software aims to acknowledge or provide an initial response to support requests within one Business Day during support hours.
This is a target and not a guaranteed service level.
Resolution times vary depending on:
a. the nature and complexity of the issue;
b. the information supplied by the customer;
c. whether the issue can be reproduced;
d. the customer's availability;
e. third-party platform availability;
f. the behaviour of any third-party platform or service the Product depends on;
g. internet connectivity;
h. security controls or customer configuration; and
i. whether a Product update or third-party change is required.Liscaragh Software does not guarantee a resolution time.
6. SUPPORT CHANNELS
Email is the primary support channel.
Where appropriate, support may continue through:
a. telephone;
b. Microsoft Teams; or
c. a remote screen-sharing session.Any telephone, Teams or remote session must arise from an email support request and be agreed by the customer through email.
Remote sessions require the customer to be present and to actively approve access.
Liscaragh Software does not use unattended remote access for Product support.
The customer remains responsible for supervising the session and for the actions taken within its environment.
7. WHAT STANDARD SUPPORT INCLUDES
Standard Product support includes reasonable assistance with:
a. installing the latest version of the Product;
b. launching and using the Product;
c. understanding documented Product functions;
d. investigating apparent Product errors;
e. reviewing Product-generated error messages and reports;
f. troubleshooting issues directly related to Product operation;
g. licence file installation and licence validation;
h. Product update checks;
i. questions about normal Product usage; and
j. identifying whether an issue appears to arise from the Product or from the surrounding environment.Liscaragh Software may ask questions about any third-party platform the Product depends on, networking, security controls, permissions, storage, file structures or other environmental matters where necessary to investigate a Product issue.
Asking these questions does not mean that Liscaragh Software is responsible for supporting or administering those systems.
8. WHAT STANDARD SUPPORT DOES NOT INCLUDE
Standard Product support does not include:
a. consultancy services;
b. network administration;
c. identity or access management;
d. resolving internet connectivity issues;
e. configuring third-party security products;
f. custom development;
g. bespoke scripts or integrations;
h. guaranteed implementation of feature requests;
i. recovery of lost, deleted, damaged or overwritten data;
j. restoring customer backups;
k. user training beyond reasonable Product usage guidance;
l. investigation of unsupported Product versions;
m. issues caused by modification of Product files;
n. issues caused by failing to follow Product documentation or instructions; or
o. work that falls outside reasonable Product support.Where the Product is a data migration tool, such as Liscaragh Migrate, standard support additionally does not include:
a. migration planning or migration project management;
b. carrying out migrations on the customer's behalf;
c. data discovery, classification or cleanup;
d. remediation of source data;
e. restructuring the destination platform;
f. designing destination sites, libraries, permissions or governance; or
g. administration of the source platform or destination platform, for example Microsoft 365 or SharePoint.Migration assistance, consultancy and related professional services may be available as a separate chargeable offering through the Liscaragh Software website.
Those services are separate from standard Product support and are subject to their own scope, pricing and terms.
Liscaragh Software will inform the customer before undertaking work that will be treated as chargeable consultancy.
9. THIRD-PARTY SYSTEMS
The Product may depend on third-party systems and services and internet connectivity. For a data migration tool such as Liscaragh Migrate, this includes the source platform, Microsoft 365, Microsoft Graph and SharePoint.
Liscaragh Software does not control those systems and is not responsible for their availability, performance, security, configuration, limits, defects or changes.
Standard support does not cover issues caused by:
a. any third-party platform or service outage;
b. API changes, restrictions or removal;
c. authentication or permission issues outside the Product;
d. configuration of any third-party platform the Product depends on, for example Microsoft 365 or SharePoint;
e. network failures;
f. internet connectivity;
g. firewalls, proxy servers or DNS;
h. antivirus, application control or endpoint security products;
i. conditional access or identity policies;
j. unsupported file types, paths, characters or structures;
k. storage capacity or service limits;
l. customer scripts or modifications;
m. changes made to Product files; or
n. third-party products that interfere with the Product.Liscaragh Software may assist the customer in identifying the likely source of an issue, but support for a third-party system must be obtained from the relevant provider or the customer’s own IT service provider.
10. CUSTOMER RESPONSIBILITIES
The customer must:
a. use the latest version of the Product;
b. follow the Product documentation and instructions;
c. ensure that the person operating the Product has suitable technical knowledge;
d. provide accurate and complete information about the issue;
e. cooperate reasonably with troubleshooting;
f. provide requested logs, reports, screenshots or other diagnostic information;
g. maintain control of its systems and credentials;
h. keep suitable backups and recovery arrangements;
i. test those backups;
j. test the Product using non-production data before relying on it in production;
k. verify the Product's results;
l. comply with applicable data protection and confidentiality requirements;
m. ensure that it is authorised to access and process the relevant data;
n. maintain sufficient permissions on any third-party platform the Product depends on;
o. monitor third-party service health and limits; and
p. take reasonable steps to protect its environment before and during support.Liscaragh Software may require the customer to reproduce an issue using non-production data before investigating a production problem.
11. PRE-MIGRATION CONFIRMATION
This section applies only where the Product is a data migration tool, such as Liscaragh Migrate.
Before the first real Transfer or Delta Sync for a migration job, the Product displays an on-screen confirmation that the customer must accept before the run proceeds.
By accepting that confirmation, and in any event by initiating a real migration job, the customer confirms that:
a. it is authorised to migrate the data from the source platform to the selected Microsoft 365 destination;
b. the destination has an appropriate backup or recovery method;
c. those backups have been tested;
d. retention and versioning are enabled where appropriate; and
e. the migration has first been tested using non-production data.Read-only and preview functions do not require this confirmation.
The Product’s on-screen confirmation may change, be simplified, or in a future version be adjusted, limited or removed. None of this transfers responsibility for backup, testing, authorisation, retention, recovery or migration decisions to Liscaragh Software.
The customer remains responsible for all migration preparation and for confirming that the migrated data is complete and usable, regardless of what is or is not displayed on screen at the time.
12. BACKUPS AND DATA RECOVERY
The Product is not a backup service.
Liscaragh Software does not hold a copy of the customer’s data processed by the Product and cannot restore customer data.
The customer must maintain its own suitable backups and recovery arrangements before using the Product.
The customer must test those arrangements and confirm that data can be recovered where necessary.
The customer must not treat a successful run, Product report or Product status message as a substitute for independent verification or backup.
Standard Product support does not include recovery of deleted, overwritten, corrupted, incomplete or incorrectly processed data.
13. DIAGNOSTIC INFORMATION
To investigate an issue, Liscaragh Software may require:
a. screenshots;
b. logs;
c. Product-generated reports;
d. error messages;
e. folder exports;
f. configuration details;
g. relevant file and folder paths;
h. relevant source and destination information, where applicable;
i. a description of permissions and security controls; and
j. a customer-approved screen-sharing session.The Product may provide a function that prepares a support bundle and attempts to remove or obscure certain sensitive information.
Automated redaction may not identify or remove every item of personal, confidential or security-sensitive information.
The customer must review all diagnostic material before sending it.
The customer must remove information that is not reasonably necessary for support, including:
a. passwords;
b. authentication tokens;
c. private keys;
d. client secrets;
e. recovery codes;
f. credentials;
g. confidential content unrelated to the issue; and
h. unnecessary personal data.Diagnostic material submitted by email will be retained as part of the support correspondence for three years after the support request is resolved, unless earlier deletion is required or a longer period is necessary for a legal dispute.
The handling of personal data submitted for support is also described in the Liscaragh Software Privacy Notice.
14. FAIR USE
Included support is subject to reasonable fair use.
Fair use means support that is reasonably connected with installation, ordinary Product operation, Product errors and Product usage questions.
Examples of requests that may fall outside fair use include:
a. repeated requests about matters already answered in the documentation or previous support responses;
b. extensive training;
c. repeated investigation of the same customer configuration issue;
d. design or implementation planning;
e. data cleanup;
f. environmental troubleshooting unrelated to a Product fault;
g. requests requiring substantial manual work;
h. requests to perform tasks on behalf of the customer;
i. bespoke testing or reporting; and
j. ongoing consultancy presented as Product support.Liscaragh Software may decline a request that falls outside fair use or offer to provide the work as a chargeable consultancy service.
The customer will be informed before chargeable work begins.
15. PRODUCT UPDATES AND FIXES
Updates, fixes and improvements are a key priority for Liscaragh Software.
Liscaragh Software may develop and release:
a. bug fixes;
b. security updates;
c. compatibility updates;
d. performance improvements;
e. usability improvements; and
f. new features.Updates are released at Liscaragh Software’s discretion.
Liscaragh Software does not guarantee:
a. a particular update schedule;
b. that every reported issue will result in a Product change;
c. that every feature request will be accepted;
d. that an update will remain compatible with every third-party configuration; or
e. that a workaround or fix will be available.A customer may be required to install an update before further support is provided.
16. FEATURE REQUESTS
Feature requests and Product suggestions should be submitted to:
support@liscaragh.com
Liscaragh Software will consider reasonable suggestions when planning future development.
Submitting a suggestion does not create an obligation to:
a. accept the suggestion;
b. provide a response beyond acknowledgement;
c. develop the feature;
d. provide it by a particular date;
e. include it without additional charge; or
f. preserve the suggestion in a future Product version.Unless otherwise agreed in writing, ideas submitted to Liscaragh Software may be used to improve the Product without payment or attribution.
Customers must not submit confidential third-party ideas or material that they are not authorised to disclose.
17. SUSPENSION OR WITHDRAWAL OF SUPPORT
Liscaragh Software may suspend or limit support where:
a. the customer does not hold a valid licence;
b. the customer is using an unsupported Product version;
c. the Product has been modified or tampered with;
d. the customer does not provide information reasonably required for troubleshooting;
e. the support request is abusive, unlawful or outside fair use;
f. continuing support would create a security or legal risk;
g. the customer is using the Product in breach of the End User Licence Agreement; or
h. the issue arises from a third-party service that Liscaragh Software cannot reasonably control.Liscaragh Software may withdraw support for the Product where continued maintenance is no longer reasonably feasible.
This may occur because of:
a. major changes to a third-party platform or API the Product depends on;
b. removal of required third-party functionality;
c. security risks that cannot reasonably be addressed;
d. legal or regulatory changes;
e. discontinuation of a required third-party service;
f. technical changes that would require the Product to be substantially rebuilt; or
g. another event outside Liscaragh Software's reasonable control.Liscaragh Software will provide advance notice where reasonably possible.
Support may be withdrawn immediately where an unexpected API shutdown, third-party service change, security vulnerability or other urgent event makes continued use or support unsafe, unlawful or technically impossible.
18. DISCRETIONARY REFUND REQUESTS FOLLOWING WITHDRAWAL
Where Liscaragh Software permanently withdraws support for the Product, a customer that purchased the Product during the 90 days immediately before withdrawal may apply for a refund.
Refund requests must be submitted to:
support@liscaragh.com
A refund is not automatic or guaranteed.
Liscaragh Software may consider:
a. the purchase date;
b. the reason support was withdrawn;
c. the customer's use of the Product;
d. whether the Product remains usable for any purpose;
e. whether an alternative or workaround is available;
f. any refund or chargeback already provided;
g. the circumstances of the customer's request; and
h. any relevant payment processor requirements.Any refund will be processed using the original payment method where applicable.
This section does not limit any mandatory rights that cannot lawfully be excluded.
19. CUSTOMER CONDUCT
Customers must communicate with support staff in a reasonable and professional manner.
Liscaragh Software may suspend or terminate a support interaction where communications are abusive, threatening, discriminatory, unlawful or excessively disruptive.
This does not prevent the customer from raising a complaint or challenging a support decision in a reasonable manner.
20. NO GUARANTEE OF MIGRATION OUTCOME
This section applies only where the Product is a data migration tool, such as Liscaragh Migrate. Support does not constitute a guarantee that:
a. every file or folder can be migrated;
b. third-party APIs will accept every item;
c. metadata will be preserved in every circumstance;
d. all permissions or sharing structures can be recreated;
e. every error can be resolved;
f. a migration will complete within a particular period;
g. the destination will behave in the same way as the source; or
h. the Product will meet every customer-specific requirement.The customer must review migration reports, investigate exceptions and independently verify the destination data.
21. CHANGES TO THIS POLICY
Liscaragh Software may update this Support Policy to reflect changes to the Product, support arrangements, suppliers, third-party platforms or applicable law.
The current version will be published at liscaragh.com/legal with its effective date.
Material changes may also be communicated to licensed customers.
22. CONTACT DETAILS
Support requests, feature suggestions and questions about this policy should be sent to:
support@liscaragh.com
Postal address:
Dave Devery Consulting Ltd
Trading as Liscaragh Software
Liscaragh
Puckane
Co. Tipperary
Ireland