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Support Services: |
Self-Service Support |
Maintenance & Support |
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Limited Warranty |
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Bug Reports2 |
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New Feature Requests2 |
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Initial Support |
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Limited-Time Coverage |
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Coverage Period3 |
30 Days |
30 Days |
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Number of Requests Included4 |
Unlimited |
Unlimited |
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Contact Methods |
Phone / Email / Web |
Phone / Email / Web |
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Hours of Operation5 |
9am – 5pm, Monday to Friday |
9am – 5pm, Monday to Friday |
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Service Level Agreement (SLA)6 |
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Software Maintenance |
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Maintenance Updates7 |
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Long-Term Support |
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Self-Service Support |
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Diagnostic Utilities |
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Documentation |
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FAQs |
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Knowledgebase |
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Security Alerts |
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Technical Alerts |
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Aimetis Technical Support |
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Number of Requests Included4,9 |
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Unlimited |
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Contact Methods |
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Phone / Email / Web |
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Hours of Operation5 |
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9am – 5pm, Monday to Friday |
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Service Level Agreement (SLA)6 |
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Software Maintenance |
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Maintenance Updates7 |
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Version Upgrades8 |
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Optional Additional Services |
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Professional Services |
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Annual Health Check |
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OPTIONAL |
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Custom Development |
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OPTIONAL |
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Installation & Configuration |
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OPTIONAL |
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On-Site Support |
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OPTIONAL |
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Training |
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Aimetis Certification Training |
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OPTIONAL |
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General Technical Training |
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OPTIONAL |
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Sales Training |
OPTIONAL |
OPTIONAL |
- Support services are subject to change with 30 days prior written notice.
- If the case is confirmed by Aimetis to be a bug or feature request, the $199 per-incident fee will be credited back to the account as one free future support case, if applicable. (No cash refund)
- Limited-Time Support Coverage period begins on the date the software license is added to the server, or the date the hardware is shipped. The post-coverage period begins on the day immediately following the coverage period.
- A complete summary of the issue and expected outcome must be agreed upon before support begins. Work deemed to be outside this agreement will be transferred to a new case, with a separate per-incident support fee.
- Hours of Operation refer to the customer’s primary support office hours. Available support offices are: Waterloo, Canada; Raunheim, Germany; Shanghai, China.
- Aimetis provides target initial and ongoing response timeframes for the benefit of ensuring timely service. These times are not guaranteed and no penalties to Aimetis shall arise for breach thereof.
- Installing a newer release of the product, staying within one major version (i.e. Symphony 6.5 -> Symphony 6.6).
- Installing a newer release of the product, changing from one major version to another (i.e. Symphony 6 -> Symphony 7).
- For customers not subscribed to the Aimetis Maintenance and Support Program, a per incident fee of $199 USD is applicable for cases opened more than 30 days after license registration.
For customers not subscribed to the Aimetis Maintenance and Support Program, a per incident fee of $199 USD is applicable for cases opened more than 30 days after license registration.