|
|
|
` |
|
Contract
TS Resources
(password protected)
Technical
Support
|
|
|
| |
|
|
Technical Support Policy
Faximum Software is dedicated to helping its customers enjoy
and benefit from its software products. In addition to the support
programs described below, Faximum Software also provides customers
with a number of free support resources on the web (/www.faximum.com/support).
Please call our Sales Department at (604) 925-3600 or send email
to sales@Faximum.com
to purchase support.
Special Offer - if you purchase an annual
support contract at the same time you buy your Faximum software
(or upon the expiry of a previous contract), you will receive
an additional 40 units of support FREE, usable at any time during
the term of the contract.
|
Program
|
Support Units
|
Other Features
|
Price* (US$)
|
|
Premium Support
(Annual Contract)
|
360 units of support usable any time
during the year for a single copy of the software
(units only expire at the end of the
contract, not the end of the month)
|
- access to special website with additional
support resources
- access to special web bulletin board
with internal engineering notices, fixes, and updates
|
$ 600
|
|
Special Start-Up Support
|
120 units of support usable within three
months for a single copy of the software (may only be purchased
at time of initial order or upgrade)
|
- access to special website with additional
support resources
- access to special web bulletin board
with internal engineering notices, fixes, and updates
|
$ 300
|
|
Multi-Copy Premium Support
(Annual Contract)
|
540 units of support usable any time during
the year for any number of copies of the software
(units only expire at the end of the
contract, not the end of the month) |
all of the above
|
$ 900
|
|
Per Call Support
|
30 minutes of support time
(per-call support charged in 30-minute
blocks)
|
none of the above
|
$ 120
|
|
Software Installation
|
Remote installation of any single Faximum
product on the server (using dial-up or telnet connection
-- straightforward configurations only)
|
none of the above
|
$ 200
|
A "unit of support" is equivalent to
one minute of assistance during business hours (Pacific Time)
by a first-level support technician. Assistance outside of business
hours (by prior arrangement) or by an escalation engineer consumes
"units of support" at rates higher than one unit per
minute. Units of support are recorded in minimum blocks of 15
units for Annual Contracts, minimum blocks of 30 minutes for Per
Call. A contract is for a single contact person and a single software
installation. Adding contact people or installations incurs additional
fees. Support for previous or obsolete versions provided on a
best-efforts basis and fixes to problems may require the customer
purchase an upgrade to the current release.
While the information for a question may be taken
down, answers from TS are given once payment has been received.
Payment is by cheque, credit card (MasterCard or Visa),
or bank draft/wire/transfer.
Customers who purchase a Technical Support contract
will be provided with a telephone number that is answered from
8:30am until 4:30pm (Pacific Time) on business days. Access to
support outside of these hours may be made by special arrangement.
Email or faxes may be sent at any time.
Thank you for choosing Faximum software and we
will do our best to ensure you never have to call us in TS!
* Plus long distance toll charges (if over $10)
if our engineers are required to call back or dial up your machine.
|
