The Support Agreement entitles Customers to obtain technical support from SteelEye Technology for purchased Products which are under an annual maintenance agreement. Technical Support includes answers to technical questions about Products, use of Products and assistance with any Product issues that you may have.
- Standard support between 8 am and 6 pm local time, Monday - Friday except regional holidays.
- Outside of normal hours, emergency support with guaranteed two-hour response time 24 hours per day, 7 days per week, 365 days per year for critical issues involving a down system or application. Non-critical issues are handled during standard support hours.
- Access to current technical data through the SteelEye web site.
- Access to patches for Products from the SteelEye web site or through the help desk.
- Free updates by request to product minor point releases of Products under support.
- Customers in the following geographies may elect to receive Level 1 support from the SteelEye Competence and Support Center in their respective areas: Central and Eastern Europe, France, Nordic Region, United Kingdom.
See the Contact Methods section below for further details:
http://licensing.steeleye.com/support/
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