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Software Support Agreement |
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To reduce costly downtime, W&H Systems offers technical support for all PC, PLC network, hardware interface and host interface programs that are developed and sold by W&H. Technical support personnel also conduct periodic modem calls to monitor system performance. Some of the functions of this service are:
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Review of Event Logs
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Analysis of Buffer and Memory Usage
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Database Status - proper purging, usage analysis, size status, etc.
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Benefits:
- Priority Service over non-plan hourly participants
- Guaranteed response times
- Unlimited cap on hours
- Our Technical staff will have direct access to your system via modem
- Current version of your code is kept updated on your "Source Code Management System" for improved response times
- Periodic on-line maintenance checkups
- Discounts on enhancements and upgrades
- Assurances that if there is a problem, help is only 1 phone call away
We offer the following 3 levels of support:
- Free telephone time for problem determination and resolution.
- 24 hour support (7 days/week includes weekends/holidays).
- 1 hour response time.
- Free telephone time for problem determination and resolution (5 days/week excluding weekends/holidays).
- 24 hour support (5 days/week excluding weekends/holidays).
- 2 hour response time (5 days/week excluding weekends/holidays).
- Off hour service available (weekends, holidays).
- Free telephone time for problem determination and resolution (5 days/week 8:00 AM to 5:00 PM eastern time excluding holidays).
- 8 hour support (5 days/week excluding weekends/holidays).
- 4 hour response time (5 days/week excluding weekends/holidays).
- Off hour service available (evening, weekends, holidays).
Service available on a time used basis for telephone time problem resolution.
For more information please read our Software Support Agreements document. |
