PRG Products: Support Policy

» SUPPORT POLICY

TELEPHONE SUPPORT is available 24 X 7

Standard Support Hours are from 7 AM to 6 PM PST Monday-Friday. However, telephone support is available for extended hours, weekends and holidays on an emergency basis. Additional charges will apply.

All Continuing Support & Maintenance Agreements include software updates to the existing modules plus a limited time discount on optional modules to be released in the future.

After the system is installed and initial training is completed, we provide GOLD LEVEL support for the initial 60 days at no extra charge. Thereafter, you have the option of electing a specific support plan to meet YOUR REQUIREMENTS.

BRONZE LEVEL
Although the BRONZE plan does not include telephone support, it will give you peace of mind that your software is always the latest release and protects your original software investment. The benefits of this plan include:

• Product Enhancements – Additions and fixes to the programs to improve performance and make your job easier.

• Online Technical Support - Unlimited Access to the Online Support Knowledge base And Resources (OSKAR) – A useful tool to answer most of your operational questions. OSKAR is continuously updated based on training sessions, telephone and e-mail support incidents. You will be provided with a user-name and password to access the system. This same username and password will also allow you to download updates to the software.

SILVER LEVEL
This plan fits the needs of most clients who place moderate demands on the system. In addition to the basic benefits included in the BRONZE Support Plan, you are entitled to the following:

• Telephone, E-mail and FAX Support – Access to direct contact to one of our technical experts by telephone, e-mail, or facsimile, for up to 20 incidents per year.

• Guaranteed Response Time – Our goal is to provide immediate response on each new incident. We realize that sometimes that is not possible. However, we guarantee to respond within 1 business day.

• Discounted Rate on Extended Hours Support - A 10% discount on Hourly Rates for Extended Hours Support and Reconciliation Assistance.

GOLD LEVEL
This plan is the “total support solution” for those clients who demand a high degree of technical assistance and place heavier demands on the system. In addition to the basic benefits included in the BRONZE and SILVER Support Plans, you are entitled to the following:

• UNLIMITED telephone support – There is no limit to the number of incidents during the year.

• Guaranteed TWO-HOUR Response Time – Our goal is to provide immediate response on each new help request. We realize that sometimes that is not possible. However, we guarantee to respond within 2 HOURS.

• Discounted Rate on Extended Hours Support - A 15% discount on Hourly Rates for Extended Hours Support and Reconciliation Assistance.

Software Support