Support

Telephone Support 

Email Support

– Service maintenance, which includes maintenance releases, enhancements, new versions, additions, and modifications to the Service, that it provides to all other customers under support for no additional fee. 

– Bug fixes to bring the Service into substantial conformance with its then-current user guide.

– Response time in accordance with the chart below. 

– Resolution Process for Issues of Severity Levels 1 and 2:

(1) Trouble Ticket opened. (2) Assign engineer to determine and correct the error. (3) Periodic reports on the status of the correction. (4) Initiate work to correct the error.