| Support Item |
Support Item Description |
Support Plans |
| |
|
Standard
(Free) |
Premium Support
(1 Year) |
Premium Support
(2 Years) |
| Support Period |
Starts from the day product is registered for free support or plan is bought for advanced / premium support |
12 months |
12 months |
24 months |
| Online Support |
Email Support |
|
|
|
| Response Time |
Email response time |
1-3 business days |
1-2 business days |
1-2 business days |
| Product Patches |
Free patch download from web site |
|
|
|
| Product Upgrades |
Upgrades will be available at a discounted price (%age of MSRP at upgrade purchase time) |
30% |
Free upgrades (up to 2 major upgrades in 12 months) |
Unlimited Free upgrades for 2 years |
| Phone Support |
General Support hours 9:00 AM - 5:00 PM PST.
Technical calls escalated to senior engineers, if required, will be scheduled at a mutually convenient time. |
Not available |
20 free 20-minute calls, subsequent calls at $50.00 for 20-minute call (minimum). Thereafter $12.50 for 5 minutes increments. Technical calls escalated to senior engineers and scheduled at a mutually convenient time. |
40 free 20-minute calls, subsequent calls at $50.00 for 20-minute call (minimum). Thereafter $ 12.50 for 5 minutes increments. Technical calls escalated to senior engineers and scheduled at a mutually convenient time. |
| Computer Assisted Technical Support |
|
Not Available |
When required, support will be provided by conducting online GoToMeeting sessions. |
When required, support will be provided by conducting online GoToMeeting sessions. |
| Online Training |
|
Not Available |
Online training at 50% discounted price ($50 per hour/ per learner. Normal charge is $100/ per learner) |
Online training at 50% discounted price. ($50 per hour/ per learner. Normal charge is $100/ per learner) |
