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Contract TS Resources
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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.



 

 

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Last updated 2005-03-17


 

Faximum Software Inc., (604) 925-3600, Fax: (604) 926-8182
201 - 1571 Bellevue Avenue West Vancouver, BC Canada V7V 1A6
Email: sales@faximum.com or webmaster@www.faximum.com