Landmark Lighting D20R2-06/99 - Manual (Page 99)

Chapter 4: Support and Maintenance
The goal of Landmark’s Customer Services team is to help you
solve any problems or answer any questions that arise as you use
Landmark products or documentation.
This chapter discusses:
• Our Customer Service Satisfaction Guarantee
• Year 2000 compliance warranty
• Requesting and receiving support
• Product support policy
• How Landmark distributes product maintenance
• Electronic Customer Service system
• Proactive maintenance policy
• Hiper fix policy
• Submitting an enhancement request
• Configuration changes and disaster recovery.
Customer Service Satisfaction Guarantee
Landmark Systems Corporation is committed to providing
responsive, quality service to any customer who purchases
maintenance from us. We are committed to delivering on this
promise and, therefore, make the following guarantee:
If, in any month, the customer is not satisfied with the service received for
a Landmark product, we will give them credit for double that product’s
monthly maintenance fee.
This guarantee commences with the general availability (GA) of
any new Landmark product or the new release of any existing
Landmark product.
The following guidelines apply if you wish to invoke this
guarantee.
• We must receive a letter signed by your department manager
on your company letterhead. This letter must describe the
situation and explain the reasons for the dissatisfaction.
• Your company’s maintenance payments must be current.
Credit will be implemented as described in the following table.
The Monitor for MVS 2.0 4-1
System Administrator’s Guide