SUPPORT SERVICES
Telephone Support
Clients on Annual Maintenance or clients on a Subscription License (which includes Annual Maintenance) are entitled to receive reasonable telephone assistance and consultation to assist them in resolving problems with the use of VIGILANCE Xpress™, including the verification, diagnosis and correction of material errors and defects.
New Releases of VIGILANCE Xpress™
Clients on Annual Maintenance or clients on a Subscription License (which includes Annual Maintenance) are entitled to receive all New Releases of VIGILANCE Xpress™ as provided by us on an ongoing basis. Such New Releases may incorporate updates, corrections, enhancements, improvements or modifications — but not additional features and functions.
New Versions of VIGILANCE Xpress™
Clients may acquire New Versions of VIGILANCE Xpress™ — which provide new or additional features and functions by paying the appropriate License fee or Upgrade Fee.
Other Support Services
Additional telephone and / or on-site support for non-defect related assistance, such as installation services, implementation services, upgrade planning and assistance, project management, and other support services are available at current professional services rates via a Services Agreement.
Hours of Basic Support
Our Basic Support hours are:
Monday to Friday (except holidays) 9 AM — 5 PM Eastern
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