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The
highest level annual agreement for Technical Support and
Maintenance on Borland Products.
Service Features
- Unlimited incidents for
the covered Borland Product(s).
- Access to support for up
to Five (5) Authorized Contacts with the option to add
more contacts.
- All product updates and
upgrades released during the term of the agreement.
- Product updates and
upgrades may be delivered to the customer by electronic
transfer or on CD-ROM.
- Phone and e-mail access to
the Borland EMEA Support Center during regional business
hours.
- Online Support Incident
submittal and tracking. This feature is not currently
available for the users of Starteam, Caliber and Together
products with original support agreements.
- Access to an online
knowledgebase.
- Highest priority for
submitted Support Incidents.
- Critical Failure support,
whereby a patch may be provided to the customer for
critical situations where a deployed system is inoperable.
- Option to purchase 24 by 7
Support for an additional fee.
Supported Products
- Premium support is
available for all Borland Products.
Requirements
- The EMEA Support Center
needs to be informed of the name and contact details of
the Primary Contact for support.
- All authorized callers
will receive an identification number to be used when
support is accessed. Communication with Borland on
contract administration and maintenance is through the
Primary Contact.
- Upon reporting an
incident, the customer
will receive a Support Reference Number that should be
used in all communication regarding the incident.
- The customer should
provide a clear, detailed description of the problem or
the question, and where applicable, provide a test case
that demonstrates problem.
- All services are provided
subject to Borland Support Terms and Conditions, a copy of
which is available upon request.
Restrictions
- This service is provided
for an initial term of 12 month and is automatically
renewed.
- Borland will endeavor to
provide resolutions to questions within a reasonable time.
If the nature of the question prevents Borland from
providing a resolution within a certain period, Borland
will contact customer to inform customer when a resolution
can be expected. For Premium Support, specific response
time goals are linked to the incident severity and
priority.
- Borland reserves the right
to advise Customer to use Borland's consulting
organization for additional assistance in resolving
problems that fall outside the scope of this Agreement.
Such consulting services would be subject to Borland's
then current consulting fees and terms.
- Questions on customer's
specific application code and the creation of programming
samples are not supported under this service.
- The service will be
provided only on Borland Products used in accordance with
the defined hardware and operating system requirements.
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