SureSync: Upgrade and Support Plan
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The following information is summarised from the SureSync License Agreement. To learn about the Support and Upgrade Plan in its entirety, you can review the License Agreement at http://www.suresync.co.uk/acatalog/License.html.SureSync Server Support and Upgrade Plan
If you have additional questions or would like more information, please contact a SureSync Sales Representative at +44 (0)1235 537391.
An initial 90 day support period is provided free of charge. This support period starts from the date the license was purchased.
A Support and Upgrade Plan entitles the customer to:
- Unlimited telephone and priority e-mail support from Open Seas during standard UK business hours (Monday-Friday 9:00 to 5:30PM except UK public holidays) & from Software Pursuits in California (Monday-Friday 8:00am to 5:00pm PST).Note: Priority e-mail means that customers who have purchased a Support and Upgrade Plan will be "the first served" in regards to e-mail support. As always, this is based on the volume of priority e-mail received. We will always try to respond within 24 hours.
- Free software upgrades for the term of the contract.
SureSync Workstation Support and Upgrade Plan
Workstation Support and Upgrade Plans are only available for purchases of 50 workstation licenses or more.
An initial 90 day support period is provided free of charge. This support period starts from the date the license was purchased.
A Support and Upgrade Plan entitles the customer to:
- Unlimited telephone and priority e-mail support during standard business hours (Monday-Friday 8:00am to 5:00pm PST). Note: Priority e-mail means that customers who have purchased a Support and Upgrade Plan will be "the first served" in regards to e-mail support. As always, this is based on the volume of priority e-mail received. We will always try to respond within 24 hours.
- Free software upgrades for the term of the contract.
Per incident fee for telephone support
If you have purchased one or more server licenses and did not purchase a Support and Upgrade Plan, you can still receive technical support via telephone on a per incident basis. A fee of GB£99 will be charged and is applied for the duration your case is opened.
Workstation licenses not meeting the minimum requirement of 50 licenses are not eligible to purchase a Support and Upgrade Plan. Workstation users can receive technical support for GB£15 per incident, which is charged at the time of your call. This fee applies for the duration of your case.
Technical support via e-mail is provided without charge; however, please expect a longer delay in response.
Incident fee will be waived if it is determined by Software Pursuits that the incident is a result of a programming error in the SureSync software.