After purchase, the customer is entitled to free advice on questions directly related to the Shamrock products he/she has purchased; only the normal telephone charges apply to him/her. Counselling shall be provided as follows: Hotline pages on the Internet with typical questions and answers about a product (FAQ). Support by e-mail. Questions are usually answered within one working day. Telephone support during normal office hours to a reasonable extent (i.e. in a reasonable ratio of purchase price and invested working time). There is no obligation to provide support for free software (freeware and demo versions), for products that do not originate from Shamrock (such as the operating system used), in the event of payment deadlines not being met, or to persons who are not themselves purchasers or licensees.