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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 via 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 or phone free of charge.
The extensive Codima Support Library is available online in addition to
exclusive information including Notifications & Alerts. Priority Ticketing
of issues and Remote Diagnostics are 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.
Terms Codima Support Plan may be cancelled at any time.
However, in doing so the end user will be subject to the then current Codima
re-instatement policy. The end user qualifies for Codima Support Plan until
the expiration date that has been paid in full. Cancellations will not result
in a refund. Codima Support Plan can be re-instated if; all backdated
support has been be paid for in full, the term of backdated support is from
the expiration date to the current date, a re-instatement fee will be imposed
equal to 25% of the backdated support charge. The end user must also purchase
and pay for an additional 12 months of support on all tools being
re-instated. If no payment or purchase order is received within 10
working days following the expiration date, the support on the tools will be
terminated. The end user will be subject to the then current Codima
re-instatement policy. Codima consultancy services are available according to
then current price list. |
• 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 can be purchased for a twelve months period
effective from order date - by all end users at the same time as their Codima
license purchase • Codima Support
Plan can be purchased for all tools individually from Codima Toolbox
Enterprise Edition • 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 email and/or telephone support • Codima Support
Team located in three time zones, responds to support calls and emails during
business hours • Codima Support
plan includes pro-active Support Services bringing important and even essential help such as
Priority Routing, and Remote Diagnostics •
Codima Support Plan includes maintenance and minor
updates • Hot fixes and minor version
updates (i.e. from Codima Toolbox 5.0 to Codima Toolbox 5.1 etc) are
distributed free of charge to end users - that have a valid Codima Support Plan in
place • Notifications & Alerts
are sent out to quickly to 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
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Codima
Support Plan |
Codima Support Plan |
No 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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Telephone Support during normal business hours |
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Online Support Request during normal business hours |
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Priority Ticketing of issues - Call Reference Numbers are allocated
to track and prioritize calls |
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Remote Diagnostics with Remote Desk Top connection or GoToMeeting |
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Up to 5 Named Key Contacts |
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Product Maintenance |
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Hot fixes and minor version updates (from Codima Toolbox 5.0 to
Codima Toolbox 5.1 etc.) |
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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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8 AM – 5 PM EST |
9 AM- 6 PM GMT |
8.00 – 17.00 JST |
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+ 1 610 639 9235 |
+ 44 (0) 207 881 0700 |
+81 (0)3 4590 2779 |
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Copyright ©2008 Codima Technologies. All
Rights www.codimatech.com |
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www.codimatech.com