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Codima Support Plan |
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Codima provides Support We know
reliable IT Services are critical to your business success. Codima Support encompasses two types of
support to ensure responsive and accessible support, free online support and
Codima Support Plan, purchased from Codima and/or its partners. In addition, we offer
consultancy services to all end users. Codima Free Support Codima
provides free online support to its end users offering a vast range of
material from the Codima Support Library, for example Codima Toolbox Help,
FAQ, Codima Technical Bulletins and Codima Guides. Codima Support Plan Codima
Support Plan provides personalized, pro-active second line support through
our partners. By joining Codima Support Plan end users have access to our
partners support teams, and Codima Support Team available in three time zones
via email free of charge. The extensive Codima Support Library is available
online in addition to exclusive information including Notifications &
Alerts and Remote Diagnostics, helpful support services when time is
crucial. Subscribers to Codima Support
Plan also receive automatic updates, such as hot fixes and minor version
updates between major releases. Codima Consultancy Services Codima offers an
array of consultancy services, including online training webinars, onsite
training, deployment and configuration consultancy and customization of the
customer control panel. Codima consultancy services are available according
to the then current price list. Terms Purchase Codima
Support Plan is available for purchase to all customers at the time of their
Codima license purchase and within 30
days of the delivery of the license to the user. Cancellation Codima
Support Plan may be cancelled up to 60 days prior to the yearly anniversary
of the support plan. If not cancelled before that date the partner or end
user will be invoiced for the coming year and the support fee is due no later
than the anniversary date. Re-instatement Policy Codima Support
Plan can be re-instated if all backdated
support has been paid for in full, backdated support being defined as from
the earliest date, may it be the purchase date or the latest anniversary of
the support plan, to the current date.
The end user must purchase 12 months of support starting from the
latest anniversary on all tools for the Codima Support Plan to being re-instated.
The purchase is automatically invoiced. Payment If a cancellation has not been received more than 60 days
prior to the anniversary of the support plan, then the full amount is due for
the following 12 months from the anniversary date. Payment is to be received
by Codima not later than the anniversary date. If payment is not received,
the Codima Support Plan will be terminated immediately. The end user will be subject to the
then current Codima re-instatement policy. |
• Codima’s Free Support available to all
end users is a set of online information from Codima Support Library - it
includes Codima Toolbox Help, FAQ,
Codima Technical Bulletins and Codima Guides •
Codima Support
Plan is available for purchase to all end users at the time of their Codima
license purchase •
Codima Support
Plan can be purchased for all tools
from Codima Toolbox individually •
Codima Support
Plan is purchased for up to 5 years effective from order date invoiced
annually in advance. • Codima Support Plan includes Support
Library Online, Support Services and Product Maintenance • Codima Support Plan gives access to
Codima Support Library - a vast range
of detailed online information • Codima
Support Plan offers free online product support • Codima Support Team located in three
time zones, responds to support emails during business hours • Codima Support plan includes pro-active
Support Services bringing important and even
essential help such as Remote Diagnostics •
Codima Support
Plan includes maintenance and minor updates • Hot fixes and minor version updates (i.e. from
Codima Toolbox 6.0 to Codima Toolbox 6.1 etc - major releases from Codima
Toolbox 6.0 to 7.0 etc. are not included))
are distributed free of charge to end users that have a valid Codima Support Plan in
place • Notifications & Alerts are sent out to quickly
inform Codima Support Plan members • Codima Support Plan varies depending
upon the lifecycle phase that the product is in - the current support status
information for each product can be obtained from Codima Support • Codima offers consultancy services
including online training webinars, onsite training, deployment and configuration
consultancy and customization of the customer control panel. |
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Codima
Support Plan |
FREE Support |
Support Plan |
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Support
Library Online |
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Codima Toolbox Help |
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FAQ |
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Codima Technical Bulletins |
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Notifications and Alerts |
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Codima Guides |
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Support Services |
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Online Product Support Request during normal business hours (not
including training) |
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Remote Diagnostics with Remote Desk Top connection or GoToMeeting |
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Up to 2 Named Key Contacts per license (to be listed when purchasing
Codima Support Plan) |
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Product Maintenance |
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Hot fixes and minor version updates (i.e. from Codima Toolbox 6.0 to
Codima Toolbox 6.1 etc - major releases from Codima Toolbox 6.0 to 7.0
etc. are not included) |
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Maintenance and minor updates from license order date |
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Support Contacts |
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EMEA |
Asia and |
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Monday – Friday |
Monday – Friday |
Monday – Friday |
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Copyright ©2009
Codima Inc. All Rights
Reserved. www.codimatech.com |
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