El cliente tendrá un contrato básico de soporte y mantenimiento con los siguientes beneficios:
Soporte y mantenimiento de Embarcadero Technologies
Beneficios incluidos con el mantenimiento de producto
El cliente tendrá un contrato básico de soporte y mantenimiento con los siguientes beneficios:
- Actualizaciones de producto durante la vigencia del mantenimiento, renovable periódicamente por 12 meses, siendo el mismo precio al inicial, pudiendo variar en un 5%
- Incluye 3 incidencias de soporte, a consumir durante la vigencia del contrato. Puede abrir incidencias en las siguientes condiciones y webs:
o Teléfono: x00 (0) 0000 000000
o Horario: Lunes a viernes, 9:00am a 5:30pm horario GMT, excluyendo festivos
o Abrir incidencia: xxxx://xxxxxxx.xxxxxxxx.xxx/xxxxx/xxxxxxxxxx
- Permite un contacto/administrador para las incidencias
El cliente recibirá un correo parecido al siguiente donde se detalla toda esta información y los sitios oficiales para ver los términos y condiciones del contrato. El cliente recibirá dos correos, uno como este, y el otro con las credenciales para acceder a la página de soporte:
Welcome! You have been registered as the primary contact on support for XXX.
Reseller: Danysoft
Purchase Order Number: xxxx
Herewith we confirm your Embarcadero Technologies support agreement covering:
· C++Builder 6 Professional Supt
· Sku: CPB0000WWSMPY1
· Quantity - 1
· Maintenance is from 08/06/2010 to 07/06/2011
· The renewal date for these licenses is: 07/06/2011
The applicable terms and conditions are published on the support website unless defined in a special agreement with Embarcadero Technologies.
Please take a few moments to read the information below, as it explains how you can log support cases and make use of the web-based services on the customer area of the support web site.
Your role:
You are registered as Primary Contact for this agreement. In this role, you will be informed of major maintenance releases and you can assign and change Authorized Contacts.
Under this agreement, up to 1 Authorized Contacts can access support for assistance.
Software Assurance provides 3 incidents of technical assistance and software upgrades until the end date listed above for more information on what is included please see our webpage at: xxxx://xxxxxxx.xxxxxxxxxxx.xxx/xxxxxx
The support element of the service is provided until the predefined number of incidents has been used or 12 months have elapsed, whichever comes first.
The maintenance element of the service is always provided for the full 12 months
If you transfer your role as Primary Contact to someone else, please send a mail to xx.xxxxxxx@xxxxxxxxxxx.xxx referring to the agreement ID mentioned above. Please include the full name, personal e-mail and direct phone of the new Primary Contact.
Log in to the support web site xxxx://xxxxxxx.xxxxxxxxxxx.xxx/xxxx
Be advised that your username and password has been sent in a separate email if you have not already been assigned one.
If you do not remember your previously assigned login details please go to the logon screen select forgot my password enter your email address as sent on this message on the next screen and the system will automatically reset the password and notify you of a new login that you will then change once you log in.
Note: The Web Account ID and password are case sensitive.
If login fails, please send a message to xx.xxxxxxx@xxxxxxxxxxx.xxx for assistance.
Authorized Technical Contacts already listed for support, these contacts will receive a separate notification for their access to support. If you would like to make changes to this list please reply to this message.
Include the Name, Phone Number & Email address of all new contacts.
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Case Logging & Contacts
Click on the Case Management link in the top bar of the site to log and track technical support cases. Note: Although the web site offers a link to Installation & Registration support, we strongly advise that you log all your cases against your contract, in order to benefit from the service level features.
Download latest version
New minor releases (updates) or patches may be released since you purchased the software. To obtain the latest update, patch or hotfix, go to the Downloads page on the support web site.
Supported Versions
At any given time, only certain versions of each product are eligible for technical support. Versions periodically move from an "Active" support phase, into a "Passive" or "De-Supported" phase. You may review definitions and milestone dates at xxxx://xxxxxxx.xxxxxxxxxxx.xxx/xxxxxxx/00000. Once a version becomes “Passive” or "De-Supported", certain support aspects, such as the ability to request a patch or resolution for a specific issue become limited and we may not be able to fully assist you. Please plan your product upgrades accordingly, to ensure you are always running a supported version of each product.
Thank you for your time. If you have questions about this information, you can send a message to xx.xxxxxxx@xxxxxxxxxxx.xxx.
Kind Regards
Embarcadero Technologies Support Center
Embarcadero Support Terms xxxx://xxxxxxx.xxxxxxxxxxx.xxx/xxxxx