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==High 5 Software Assured Performance== | ==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. |
== Summary: == | == Summary: == | ||
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* 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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==Last Support Payment or Lapse in Support== | ==Last Support Payment or Lapse in Support== | ||
− | Because assured performance support includes both support and product updates, it's important that customers stay current on | + | Because assured performance support includes both support and product updates, it's important that customers stay current on support payments. Any lapse in support will lead to reinstatement fees to catch up for the product updates during the time the customer is out of support. This makes it fair for customers that continue on support versus customers that delay support payments. |
* Late on Support less than 3 months: Customers are charged 1% late fee per month late. | * Late on Support less than 3 months: Customers are charged 1% late fee per month late. | ||
* Late between 3 months to 1 year: Customer pays support plus reinstatement fee of 3% per month from original renewal due date. | * Late between 3 months to 1 year: Customer pays support plus reinstatement fee of 3% per month from original renewal due date. | ||
* Late on support over 1 year: Customer needs to repurchase the software at 50% discount | * Late on support over 1 year: Customer needs to repurchase the software at 50% discount |