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− | + | '''High 5 Software Assured Performance''' | |
− | <br>This document describes the details of High 5 Software | + | <br>This document describes the details of High 5 Software support services. |
− | + | <br>'''Summary:''' | |
<br>High 5 Software Assured Performance includes online, email and phone support, webinars, software upgrades, and installation of High 5 Software products during business hours. Additional services are available for additional charge including training, business process analysis, handling of non-High 5 Software products, data conversion, non-business hours support, and custom reports & development. | <br>High 5 Software Assured Performance includes online, email and phone support, webinars, software upgrades, and installation of High 5 Software products during business hours. Additional services are available for additional charge including training, business process analysis, handling of non-High 5 Software products, data conversion, non-business hours support, and custom reports & development. | ||
− | + | <br>'''Software Support agreement includes the following services:''' | |
* Email, Fax, online forum, and phone calls to support for questions or issues on products provided by High 5 Software. All support is provided through online means, no onsite support is included. Customer is required to have high speed online/Internet connection.. | * Email, Fax, online forum, and phone calls to support for questions or issues on products provided by High 5 Software. All support is provided through online means, no onsite support is included. Customer is required to have high speed online/Internet connection.. | ||
* Support and assistance of High 5 Software products. | * Support and assistance of High 5 Software products. | ||
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* Normal support hours are weekdays 7am to 4pm PST not including High 5 Software company holidays. | * Normal support hours are weekdays 7am to 4pm PST not including High 5 Software company holidays. | ||
− | + | <br>'''Additional services are available at additional charge, including the following:''' | |
* Online Training. Onsite Training or services require minimum charges plus expense. | * Online Training. Onsite Training or services require minimum charges plus expense. | ||
* Support outside of normal support hours. | * Support outside of normal support hours. | ||
* Changing of servers or systems or reinstallation for High 5 Software products. | * Changing of servers or systems or reinstallation for High 5 Software products. | ||
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* Professional Services or Business Process Analysis/Improvement. | * Professional Services or Business Process Analysis/Improvement. | ||
* Installation and support of non-High 5 Software products. For example some products that High 5 Software works with but beyond High 5 Software support include Microsoft SQL Server, Active Directory, Domains, Microsoft IIS, Reporting tools, Backup tools, Microsoft OS, Servers, or Desktops. Customers are required to have these products in working order so High 5 Software can properly install or support products. If customer wants High 5 to work with these non-High 5 Software products, additional charges apply. | * Installation and support of non-High 5 Software products. For example some products that High 5 Software works with but beyond High 5 Software support include Microsoft SQL Server, Active Directory, Domains, Microsoft IIS, Reporting tools, Backup tools, Microsoft OS, Servers, or Desktops. Customers are required to have these products in working order so High 5 Software can properly install or support products. If customer wants High 5 to work with these non-High 5 Software products, additional charges apply. | ||
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<br>High 5 Software may be able to only offer limited support if you’re operating on a Microsoft operating system for which Microsoft is discontinuing support. | <br>High 5 Software may be able to only offer limited support if you’re operating on a Microsoft operating system for which Microsoft is discontinuing support. | ||
− | + | <br>'''Remote Support''' | |
# The Remote Desktop Support Services by High 5 Software shall: | # The Remote Desktop Support Services by High 5 Software shall: | ||
## Respond to service calls requested by authorized personnel of the Customer. | ## Respond to service calls requested by authorized personnel of the Customer. | ||
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## Installation of equipment not previously agreed by the Company | ## Installation of equipment not previously agreed by the Company | ||
## Installation of equipment not purchased from the Company, unless previously agreed. | ## Installation of equipment not purchased from the Company, unless previously agreed. | ||
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