Our commitment to our customers

We are committed to our customers' success, and our primary objective is lowering the total cost of ownership for their business software systems. Supporting our customers from the asset installation and evaluation through production cutover is critical to our mutual success. Toward that end, we offer our customers three types of support that should adequately cover their needs through the entire asset deployment lifecycle.

Support Levels

The three levels of product support reflect our customer's range of risk tolerance and platform expertise.

• Basic Support: A basic level of support is provided with every asset purchased. The type and duration of support is dependent upon the complexity and the price of the asset. For low-cost or low-complexity assets, remote support would be provided. For high-value assets, on-site support is offered with the understanding that the Buyer pays all expenses incurred. Basic support is limited to activities that ensure the proper functioning of the asset in its imported state; work to further customize the asset or to troubleshoot customization undertaken by the customer would be covered under a separate IT services agreement.
• Extended Support: Extended support is a fee-based ancillary service that can be purchased when the asset is purchased. The Buyer can specify the number of hours of support required, and whether they would prefer on-site or remote support. On-site support is billed at a considerably higher rate than remote support, and the Buyer is also expected to pay all expenses incurred during the site visit. There is no restriction on the type of work covered with the extended support agreement.
• Production Support: Production support is intended to be used by customers that are either preparing for a production cutover and identify an issue, or are live in production and encounter a critical issue with an asset. This support can either be scheduled in advance for cutover support, or the Buyer can call the customer support line to request immediate support.