Codima Support Plan
Codima Toolbox
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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 Support
Codima Support Plan					Codima Support Plan		No Support Plan
Support Library  Online
Codima Toolbox Help
FAQ
Codima Technical Bulletins
Notifications and Alerts
Codima Guides
Support Services
Telephone Support during normal business hours
Online Support Request during normal business hours
Priority Ticketing of issues - Call Reference Numbers are allocated to track and prioritize calls
Remote Diagnostics with Remote Desk Top connection or GoToMeeting (initiated with client authorization only)
Up to 5 Named Key Contacts
Product Maintenance
Hot fixes and minor version updates (from Codima Toolbox 5.0 to Codima Toolbox 5.1 etc.)
Maintenance and minor updates from license order date
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