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> SUPPORT SERVICES
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When buying AddOnMail's product, the customer can subscribe to an Annual Maintenance and/or Support Services.
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> Annual maintenance
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Annual maintenance must be purchased in the same time as the product. if the customer does not subscribe to maintenance agreement, the product will be under warranty for 30 days .
The annual maintenance includes:
- Processing of anomalies category A and B
- Patches and upgrades
- Support via email only
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> Anomaly Report
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Anomaly Ranking:
- Category A: minor anomaly that does not stop the software. Solutions can be easily implemented.
- Category B: anomaly generating a wrong execution of software functionality.
- Category C: anomaly appearing irregularly and not reproducible in AddOnMail's Support Center in similar conditions to those of the customer.
Anomaly needing a special environment or analyze and complex tests.
Anomaly Report Processing:
The annual maintenance includes anomaly report processing generated by the customer's representative(s).
Processing includes:
- Anomalies A et B report
- Answer to the reports
- Providing patches when necessary
Exclusion: Processing of Anomaly C report is excluded (anomalies appearing irregularly and needing complex tests).
These anomalies must be processed through a punctual contract and are subject to a cost estimate before any action.
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> Patches and Upgrades
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Patches and upgrades are delivered for licenses on the same operating system (for example, upgrade to v1.1 to v1.2 on Windows but not v1.1 on Windows to v1.2 on Linux)
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> Support via email
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The annual maintenance includes support by email without commitment on the answer's delay. For other support services, please read the Support Services description.
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> Support services
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AddOnMail's support team is dedicated to excellent customer service.
For any assistance, feel free to contact our support team at support@addonmail.com
An own phone number is given for the Hotline to obtain help with the use of software or to have general information. The Hotline is open from 9am to 6pm Paris time, Monday to Friday excluding French free days.
You can find below the main support services contracts.
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> Contract Reference
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> Description
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> Type
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WebSupport Plus
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- Personalized access to AddOnMail's Support
Web server*
- FAQs
- Anomaly Database
- Download Space
- Access to the Hotline (standards hours),
programming support not included
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Annual Contract
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S.O.R.
(Support On Request)
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- Telemaintenance intervention*
- Analysis of anomaly category C
- Logs analysis
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Cost estimate per hour
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Easy Develop
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- Programming support (UA-FI, MailmaX.400, MAPI)
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Cost estimate per hour
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Extended Call Access
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- Access to Hotline (extend hour: 24/24, 7/7)
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Annual Contract
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* The support web server is open 24/24, 7/7 and offers a personalized access to the download center to recover patches or configuration files, to access FAQs pages with the most frequent question/anwser and access to the anomaly database of products distributed by AddOnMail.
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