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Services

Support Services1	Authorized Partners	Certified Partners	Maintenance & Support
Self-Service Support
Diagnostic Utilities
Documentation
FAQs
Knowledge Base
Security Alerts
Technical Alerts
Warranty Coverage
Maintenance & Support
Coverage Period2	90 Days	90 Days	90 Days
Software Upgrades3 4
Free Technical Support6 7
Post-Warranty Coverage
Technical Support
Coverage Period2	Valid Authorization	Valid Certification	1, 2, or 3 Years
Number of Cases5 8	Unlimited	Unlimited	Unlimited
Hours of Operation6	9am – 5pm, Mon to Fri	9am – 5pm, Mon to Fri	9am – 5pm, Mon to Fri
Email / Web Support
Phone Support
Priority Response SLA7
Software Maintenance
Report Software Bugs
Maintenance Updates3 4
Priority Bug Fixes
Professional Services
Preferred Pricing9
Optional Services9
Professional Services
Annual Health Check
Custom Development
Commissioning
On-Site Support
Training
Certification Training
Technology Training
Sales Training

1. Support services are subject to change with 30 days prior written notice.
2. Coverage period begins on the date the first paid-licenses is first activated. The post-coverage period begins on the day immediately following the coverage period.
3. Any newer release of the product. (i.e. 6.9 -> 7.0, or 6.8. -> 6.9)
4. If the case is confirmed by Aimetis to be a feature request, the per-incident fee may be credited back to the account as one free future support case, if applicable. (No cash refund)
5. 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, if applicable.
6. Hours of Operation refer to the customer’s primary support office hours. Available support offices are: Waterloo, Canada; Raunheim, Germany; Shanghai, China.
7. 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.
8. For customers not subscribed to the Aimetis Maintenance & Support Program, a per-incident fee is applicable for cases opened more than 90 days after license registration, if priority service is desired.
9. Optional services are not included with the Aimetis Partner Program or the Maintenance and Support Program. Additional charges may apply.

For customers not subscribed to the Aimetis Maintenance and Support Program, priority support can be optionally purchased after the warranty period, on a per-incident basis.