Support
Plans
Scope of Software Support Services
To meet our customers' requirements, we offer the following Support Plan options
in the US and Canada:
 Bronze
Software Support Plan
Sliver
Software Support Plan
Gold
Software Support Plan
In addition, we offer a Plus Support Option for each
of the Support Plans.
The Guide to CSSC Services provides information on
how to register for support, how to contact the CSSC,
and how to report a product problem or question.
Bronze
Software Support Plan:
Our Bronze Software Support Plan provides customer access to the Customer Software
Support Center during normal Business Hours. Normal business hours are between
9:00 AM through 5:00 PM (Customer's local time), Monday through Friday, excluding
national and company holidays.
The Bronze Software Support Plan offers the following
features:
• Access to the
CSSC through telephone, facsimile, electronic mail
and via the World Wide Web
•Access to the
CSSC by two (2) designated Customer contacts
• Web access provides:
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• Web
access provides:
• Submitting product inquiries or reporting product problems
• Access to product technical tips
• Access to product Problem and Solutions list(s)
• Access to product Service Packs (bug fixes)
• Access to product announcements and news releases |
• Timely responses
to all customer software inquiries
• Timely resolution
to customer software problems
• Access to software
maintenance and revision update releases
Please consult your support for
details.Silver Software Support Plan:
Our Silver Software Support Plan provides access to the Customer Software Support
Center during Premier Business Hours. Premier business hours are between 6:00
AM through 6:00 PM (Customer's local time, Continental US and Canada), Monday
through Friday, excluding national and company holidays.
Silver Service includes the
following:
• All features
included in the Bronze Support Plan
• Access to the
CSSC by four (4) designated Customer contacts
• Priority handling
of Maintenance Releases
• Customized Account
Management (monthly account activity reports, preventative
maintenance measures)
Please consult support for
details
Gold Software Support Plan:
Our Gold Software Support Plan provides access to the Customer Software Support
Center twenty-four (24) hours per day, seven (7) days per week, three hundred
sixty-five (365) days
per year.
Gold Service includes the following:
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• All features included in the Silver
Support Plan
• Access
to the CSSC by six (6) designated Customer
contacts Please consult your sales representative
for details.
• Major
upgrades at no additional cost (the NDLP
of the new major release will be applied
to support fees). |
Please consult support for
details.
Plus Support Option:
To provide additional security in your investment,
we offer the Plus Support Option.
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• Priority
Account management, consisting of priority handling
of maintenance releases and upgrades, and monthly
activity reports
• Customized
Account Management (monthly account activity
reports, preventative maintenance measures).
• Major
upgrades at no additional cost (the NDLP
of the new major release will be applied
to support fees). |
Please consult support for details.
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