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What is included in Support and Maintenance?
Created: 9/27/2004    Updated: 1/16/2006
Q   In looking at the order form I see that licenses come with one year of Support and Maintenance. What exactly does this cover?

A   Support includes telephone technical support for the first 30 days following purchase, and email support thereafter, during our standard business hours, provided your Support and Maintenance is kept current.

Response time for email support is typically 5 - 45 minutes depending on the time of the day and how many support requests are queued at the time your request arrives. Requests are handled on a first-in, first-out basis.

All incoming support requests are automatically processed and tracked by our Customer Incident Tracking System (CITS), assigned tracking numbers, and routed to the appropriate engineers for a timely response.

A support manager also oversees the details and notes in your case, both during case handling and once the case is closed to ensure you are followed up with in a timely manner and get nothing short of exceptional support.

Premium priority telephone support packages are available for purchase.

Maintenance includes ALL minor and major version updates and upgrades to the software, as well as all data definition files, at no charge. As long as your Support and Maintenance is kept current you are assured to always have access to our latest and greatest releases at no charge.

Support and Maintenance starts at the date of purchase and runs for one year. You have the option to purchase a renewal each year, provided you do so prior to your maintenance expiring. In the event your maintenance does expire, you will need to purchase an upgrade for your licenses to become current.

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