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A base level annual agreement for Technical Support and
Maintenance on specified Borland Products.
Service Features
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Annual support for
the covered Borland Products.
·
Unlimited E-mail access to the
Comprise Support Center knowledge base during regional
business hours.
·
Access to support for up to two (2)
Authorized 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.
Supported Products
·
Software Assurance is available for all
Borland Products.
Requirements
·
The
Comprise Support Center needs to be informed of the name and
contact details of the Primary Contact for support.
·
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
Comprise Support Terms and Conditions, a copy of which is
available upon request.
Restrictions
·
The support element of the service is
provided until the predefined number of incidents has been
used or 12 months have elapsed, whichever comes first. The
maintenance element of the service is always provided for
the full 12 months.
·
Comprise will endeavor to provide
resolutions to questions within a reasonable time.
·
Comprise reserves the right to advise
Customer to use Comprise's consulting organization for
additional assistance in resolving problems that fall
outside the scope of this Agreement. Such consulting
services would be subject to Comprise'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 for
Borland Products used in accordance with defined hardware
and operating system requirements.
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