Support

xen-SE

xen-SE and xen-SE Plus have free email support included in the purchase price.

xen-IP

Introduction

Xensis products in the xen-IP range can be bought with or without support.  The annual support charge is 15% of the licence price, paid in advance.  Annual support includes :

1. Support of the product
2. Free upgrades to new versions as they become available

Elements covered by support

Xensis support includes:

• Application software problems, during installation and normal operation, which are thought to be bugs or abnormal occurrences. Software includes data migration scripts.
• Inaccuracies with or missing documentation including help files
• Advice on the use of the system (see exclusion below)

• Country Law data
• General knowledge of the system that could be reasonably obtained
  • from the help files
  • through reading the documentation
  • through attending a formal system training course (chargeable)
• Database support of SQL Server
• Infrastructure support (client, server, networks, printers)
• Data backup and recovery

Xensis offers support from 09:00 to 17:00 GMT, Monday to Friday excluding English public holidays. All times/days quoted in this document are working hours/days and exclude weekends/public holidays.

Cost of support.

For software covered by an annual maintenance agreement, support for elements/time periods defined in this document is at no additional charge up to the maximum number of support credits which is calculated as 10 phone calls/emails per customer per annum plus one additional call per software client licence. Any additional support is charged at the normal Xensis daily rate in multiples of 0.5 hours.

Any site visits to provide support (at the request of the customer) is chargeable.

Please note that:

• Support is intended to provide assistance should anomalies occur in the system or if the documentation is insufficient/inaccurate. Support is not intended to be a replacement for not reading the documentation or for users that are inexperienced in IT or IP matters. If users are inexperienced in these areas then formal system training should be considered. Xensis may make a charge for questions which would reasonably be expected to be covered by the system training course
• For software not covered by maintenance then no support is provided and future upgrades of the software have to be re-purchased.