Q: Can a customer pay and gain access to one-month of MC2 software Service and then change their mind and request a partial or full refund at any point?
A: No.
In exchange for obtaining access to MC2 software service, each customer has checked the box:
“I agree to the Terms of service and Privacy Policy”
The Cognitech Terms of service agreement is here ( see the link)
https://cognitech.com/PDF/TOS.pdf
This Terms Agreement in part contains ( top section, not a ‘fine print’)
Subscription Terms and Cancellation Policy.
Which in part states:
“Cancellation Terms
You cannot cancel and get refund for your active prepaid One Day, One Week or One Month paid for subscription. Your above payment is non-refundable, and your service will continue until the end of paid subscription period. All these sales are final. If you do not agree with that, stop the subscription process prior to authorizing the payment.”
When the customer agrees to purchase the MC2 software service, a complex system is activated, which involves third party charges, such as: pre- payment commitment to AWS of the monthly Microsoft license for customer’s use ( whether the customer utilizes MC2 for one second or 24/7 during the month period, payment to AWS for customer’s streaming run-time computing instance access and use, AWS charges for IT support, AWS charges for each geographic zone access, AWS charges for authentication back-end infrastructure, third party authentication security service, third party customer portal subscription service. That is above and beyond Cognitech’s own expenditures to maintain MC2 system and services. This is setting in motion a digital production line with hundreds of moving pieces, all of which have to be prepaid or committed to pay for.
Q: If I had a temporary interruption in accessing MC2 service, can I ask for a complete or partial refund.
A. No. MC2 is built on top of the AWS world-wide infrastructure. Therefore if this AWS infrastructure is experiencing temporary planned or unplanned interruption, the MC2 will mirror that event. Moreover, we reserve the right to have periodic maintenance of the MC2 ‘back-end’ systems, which may cause temporary loss of access by the end-user . When the end-user properly reports an MC2 access interruption ( see this FAQ on how to report technical issues), and provides substantiated PSR record from its local computer with sufficiently functioning internet, we will verify the interruption through the AWS maintenance logs, and if verified, will increment the end-user ‘s subscription duration accordingly.
Q: I run my MC2 remote computing, and did not get as good or any result as I expected. Can I ask to refund for my MC2 One Month Subscription service?
A: No, Please see “I agree to the Terms of service and Privacy Policy”
The Cognitech Terms of service agreement is here ( see the link)
https://cognitech.com/PDF/TOS.pdf
This Terms Agreement in part contains ( top section, not a ‘fine print’)
Subscription Terms and Cancellation Policy.
MC2 utilizes the state of the art scientific image and video processing and analysis algorithms to design its software tools. These tools have been utilized in thousands of professional forensic investigations world-wide in over two decades. It is the nature of any forensic investigation that the evidence data quality and its content determines the probability of the successful analysis outcome. It is also a basic truth, that no scientific image processing or analysis method is guaranteed to yield
data improvement, unless the data possesses the required scientific information content upon which that method is mathematically and physically dependent.
Some of the fundamental limitations of any scientific method are the low data resolution ( lower than method’s limit) , low signal to ratio noise, unknown mathematical or physical model of degradation etc. For example, there is a spacial resolution and noise limit upon which no telescope can resolve distant object or no algorithm can resolve a facial features or a license plate.
All scientific methods assume that the end-user of these methods has a sufficient theoretical and practical training to administer the right method for the appropriate data and use the optimal parameters for each method and each data set. If all of these assumptions are not met, there is a little chance for any success in using even world’s most advance software tools to improve and analyze images ( and videos).
Q: My video ( or image) has a format that makes it unreadable by MC2 software. Can I ask for a refund?
A: No. Prior to purchasing MC2 subscription, it is a responsibility of an end-user to assure that their data is in a generic supported file format, that for example, has accurate video playback by Windows Media Player without need for installing proprietary video codecs or proprietary image decoding.
Because in part, non-generic proprietary data codecs may represent the potential security threat to MC2 system, we restrict installation and MC2 provided software availability of such codecs.
At the time of your MC2 purchase each end- user has checked a box, hence acknowledged the mandatory pre-condition to receive time-limited ( e.g. One Month) 24/7 access ( subject to Cognitech General Terms of Use, subject to end-user’s minimal system requirements, subject to AWS non-interrupts) to My Cognitech Cloud, since MC2 ordering system automatically rejects any service order if the ‘Agree’ check is not made on
“I agree to the Terms of service and Privacy Policy”
The Cognitech Terms of service agreement is here ( see the link)
https://cognitech.com/PDF/TOS.pdf
This Terms Agreement in part contains ( top section, not a ‘fine print’)
Subscription Terms and Cancellation Policy
Which states:
“Cancellation Terms
You cannot cancel and get refund for your active prepaid One Day, One Week or One Month paid for subscription. Your above payment is non-refundable, and your service will continue until the end of paid subscription period. All these sales are final. If you do not agree with that, stop the subscription process prior to authorizing the payment.”
Most standard image and video file formats are supported by MC2, including non-proprietary versions of: 3GP, 3G2, ASF, AVI, BMP, CAL, CMP, CUR, DCM, FLV, FPX, GIF, ICO, IMG, J2K, JPG, M2TS, MAC, MKV, MOV, MP4, MPEG, MSP, MTS, MTV, OGV, PCD, PCT, PCX, PGM, PNG, PSD, RAS, RM, SCT, SWF, TGA, TIFF, TS, VOB, WBMP, WEBM, WMF, WMV, WPG.
Moreover, unlike Windows Media Player, the streaming video in Cognitech Video Investigator can be decoded and converted into a frame accurate format that can be processed and analyzed frame by frame.
If you think that your data is generic and non-proprietary, but it does not display properly in MC2 software, please contact https://cognitech.com/support MC2 techsupport may then, optionally, provide you with an additional upload link to upload your data ( size limited) to troubleshoot your data issue, to verify if it is indeed a generic standard format. If you do not wish to share your data, then we cannot verify the issue. Please note that there are many proprietary ‘.avi’ formats and many ‘mpeg’s’ with proprietary compression codecs. So the name.x alone does not determine the generic format. MC2 techsupport at its own discretion, in some appropriate cases, may suggest how to convert the proprietary data format into a generic format, if it determines it to be feasible.
NOTE: Issues reported for My Cognitech Cloud, TriSuite, or other software products must include a problem steps recording of your issue. If you need instructions on using PSR (Problem Steps Recorder) please download PDF instructions here.
