FaxBack NET SatisFAXtion 8.7 (Including R3) - Manual - Manual (Page 12)

1 – Introduction NET SatisFAXtion 8.7 Manual 12
1.6.4
Custom Professional Programming Services
Professional services for customized fax features/functionality. Requires scope
call and custom quote by Professional Services Engineer.
1.7
Technical Support
1.7.1
Support Plans
1.7.1.1
Included 30-day Support Plan
For new customers and trialware evaluations and includes email, fax and tele-
phone software support. This complimentary support plan begins when the
software or system is estimated to arrive at your location (not on installation)
and is available during standard FaxBack Support hours (Monday through Fri-
day, 6:30am–5:00pm Pacific time, excluding holidays).
1.7.1.2
Standard Support Plans
FaxBack support engineers are skilled in troubleshooting, problem diagnosis
and identifying resolutions. Benefits include:
•
Support duration: sold in 1, 2 and 3 year plans
•
Hours of coverage: 6:30am–5:00pm PST, on business days Monday
through Friday (Except Holidays)
•
FaxBack Customer Connection: dial-in or remote access to cus-
tomer-system for rapid resolution
• Email, fax and telephone access to Technical Support Team during hours of
coverage
•
Online Knowledge Base access
•
Number of incidents: unlimited
•
Software Updates: Service packs, software updates and product releas-
es.
•
For new and renewing support customers: Standard Support is invoiced
at 15% of the total current list price of the software products purchased
1.7.1.3
Around-the-clock 24×7 Support Plans
Includes all the features of our Standard Support plan plus expedited 24×7
support. This support plan is geared toward organizations with mission-critical
fax systems that cannot risk downtime. Enables customers to handle system
maintenance, upgrades or other potential support issues during non-business
and non-critical hours of operation.
•
Includes all the features of the Standard Support PLUS: