Comindware support and maintenance program
Designed with the business-critical nature of Comindware products in mind, Comindware Advantage provides world class, value-added support services. Coupled with upgrade protection that lasts for the whole duration of the Comindware Advantage contract, this program is a cost-effective way to maintain your Comindware-based infrastructure in top shape at all times. Included into your initial purchase of any Comindware product, Comindware Advantage program offers:
Direct contact with a world class in-house support team trained to address whatever issues or questions you have to throw at it. When in doubt about literally anything Comindware-related, make sure to check out our online resources and contact our support team to get the assistance you need;
Faster response times to critical issues. If you indicate it that the issue is critical for you when contacting us, it will be treated with the top priority so we can get you up and running in no time. We are serious about exceeding our Customers’ expectations in any situation;
Helping Customers meet their internal and regulatory process requirements and service level agreements (SLA). While our products are designed to optimize business processes and environments in the first place, we are taking this approach to the next level by helping you determine the best Comindware infrastructure approach and backing you in case something goes wrong. You can count on us to compliment your business continuity strategy related to Comindware products’ usage in your company.
Comindware Advantage package summary
We are currently offering one uniform services package that includes 8×5 services Monday through Friday, 10AM-6PM EST, via email, chat and phone with one of our dedicated support professionals. In case of a business-critical issue, the first response to your support case will be made by an engineer within 2 business hours. The package also includes upgrade protection for the term of the contract so you will not have to pay for the upgrades of the products you purchased should a new version go out.
The first year of Comindware Advantage service is included into your original purchase of any Comindware product license. Right before the contract runs out, you will be offered to extend it further to maintain all the privileges. Keep in mind that Comindware Advantage subscription extension is also a subject to our volume discounts that scale with the number of licenses you acquire.
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Help and Support:
|Option||Self Service||Customer Service||Pre-sales/trial||Comindware Advantage|
|Program entitlement limitation and cost||Not limited||Not limited||Within trial period (30 days)||25% of net price per year. 1 year included into original purchase|
|Types of issues||Any||Administrative, downloads, promotional offers, serial numbers-related etc.||Any||Any|
|Hours of Support||24×7||EST business hours||EST business hours||EST business hours|
|Media channels||Public KB/FAQ||Email, Chat||Email, Chat||Email, Chat, Phone|
|First response time for critical problems||N/A||1 business day||1 business day||2 business hours|
|Software updates within a single version||Yes||Yes||Yes||Yes|
|Free software upgrades between major versions||No||N/A||No||Free within term|