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Support Contract Program
The INterra™ Software
Support Program is designed for organizations requiring
consistent software support and a skilled response from
their support team. The Support Contract Program is
designed to make this process happen smoothly. This
program includes extended telephone and email software
support and free Minor Software Upgrades during the
current contract.
Scope of Coverage
Support (Telephone & Email)
Software support and troubleshooting are covered at no
additional charge. No charge for "no trouble found"
or user error. Without this agreement, calls/emails will
be taken on a first come, first serve basis during regular
business hours and subject to our standard support rate.
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Telephone:
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Unlimited telephone
support requests |
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Target response
time of 2 hours during normal business hours
(8AM - 5PM CST) and 4 hours after normal business
hours |
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Two designated callers |
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Email:
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Unlimited email
support requests |
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Response time 24
hours or next business day |
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Software Upgrades
No additional charge for
Minor Software Upgrades until after the expiration of
the current contract in effect. Minor Upgrades shall
encompass new versions of the core software that replace
an existing release and that reflect software debugging
and new features. E.g. an upgrade from 1.0 to 1.2 is
a Minor Software Upgrade. An upgrade from 1.0 to 2.0
is considered a Major Software Upgrade.
Additional Services
Custom Software Development
at a reduced rate.
General Exclusions
Labor
This contract does not include technical assistance
(labor) by INterra™ Software. Installation and
on site support shall be billable at the standard rate.
Misuse, Abuse, Acts of God (problems
not originating in the software)
Malfunctions or failure due to problems originating
outside of the software will be billable. Please consult
your insurance provider for coverage on acts of God.
Software Not Covered
Unless otherwise specified, software not provided by
INterra™ Software. Support for third-party hardware
and software shall be provided by the original manufacturer.
Hardware
Hardware not covered under
this agreement.
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