Advantage Enterprise Features
Advantage Enterprise Support customers can call with inquiries about the AccuRoute product. These inquiries include using the product, enabling product features to meet specific requirements, and reporting problems and other related matters.
Advantage Enterprise Support customers will be assigned a Dedicated Support Engineer available by direct telephone lines, e-mail, and paging services. E-mails received after 8PM EST will be responded to within a 24-hour period.
Technical Support is available 24-hours, 7 days a week. The response procedure will vary, depending on the time of the call. See below:
Live response or timely callback by a Dedicated Support Engineer. Calls originating after 5PM EST may require a longer callback period, typically within two (2) hours.
A Dedicated Support Engineer will respond within 2 hours or less for all contracted customers on weekdays, weekends and AccuRoute designated holidays. All reasonable efforts will be made to meet the response time(s) noted above. Response times listed are typical but are not guaranteed.
Unlimited toll-free access to the AccuRoute Technical Support Center is provided for Advantage Enterprise Support customers. The toll-free number is accessible from anywhere within the United States and Canada.
Advantage Enterprise Support customers under agreement will receive 24-hour access to AccuRoute’s Support Web site.
Under the Technical Support page, Advantage Enterprise Support customers will find our Knowledge Base Support Services, including an FTP site for software downloads. Advantage Enterprise Support customers may submit technical support requests using our on-line form, or by e-mail and fax.
Advantage Enterprise Support customers can also:
- Access the Knowledge Base online library
- Obtain software downloads
- Pro-Active Help Desk Support
Geared toward customers with medium to large-scale MIS services, the Dedicated Support Engineer maintains an ongoing pro-active relationship with designated help desk administrators. The Dedicated Support Engineer will schedule conference calls for status updates and communicate important service notes and other topics in a timely manner.
API and Developer Support
The Dedicated Support Engineer may also assist the Advantage Enterprise Support customer’s integration efforts at the API (Application Programming Interface) level. Support is limited to the base licensed version functionality of the software.
Enterprise Deployment Support
The Dedicated Support Engineer can offer recommendations for phased installations and corporate-wide deployments. In addition, the Dedicated Support Engineer can help assess the need for AccuRoute Professional Services.
Please note: Advantage Enterprise Support does not include Installation and Consulting Services. If you would like more information regarding these services, please visit the AccuRoute website or contact your Dedicated Support Engineer.
Priority Escalation to Engineering
Incidents that are determined by AccuRoute to need further engineering investigation will be escalated to the AccuRoute Development team. Engineering response times will vary according to the nature of the problem(s), with the highest priority given to those problems that are designated as P1 (systems down, unable to continue).
Software Maintenance Releases
Advantage Enterprise Support Customers Receive Software Maintenance Releases Inclusive with their Support Contract.
Maintenance releases will only be available to the Advantage Enterprise Support customer who has been under an active maintenance agreement thirty (30) days prior to the shipment of a maintenance release. These intermediate releases contain many general and non-specific improvements to the code base developed through the normal course of software engineering. They may also include operational enhancements to existing core products, minor new features, and bug fixes.
Maintenance releases do not include software version upgrades that are sold, licensed, or otherwise marketed separately. Copies of documentation on either CD or print medium may be made available to an Advantage Enterprise Support customer upon request. AccuRoute will provide Support Services only on the current and immediately preceding version of the software.
The original manufacturer warranty is passed through to the Advantage Enterprise Support customer. Advantage Enterprise Support customers may contact the manufacturer for warranty services after the one (1) year period.
AccuRoute offers a service of advanced ship for an AccuRoute-supplied modem in exchange for an in-warranty defective modem. Advanced hardware exchange is available at no extra charge to Advantage Enterprise Support customers.
Advantage Enterprise Support customers also have the option of Return to Factory for repair/replacement. Advantage Enterprise Support customers will ship the defective modem to AccuRoute and AccuRoute will process the repair/replacement for them. Typical lead-time is 14 days. Any repair charges assessed to AccuRoute by the manufacturer, for any reason, will be billed to the Advantage Enterprise Support customer. Payment is required prior to return of the exchange/replacement.
The Advantage Enterprise Support customer also has the option of processing in-warranty exchange/repair directly with the hardware manufacturer. Further information can be found in the original documentation, shipped with the hardware or by visiting the vendor’s website.
Installation & Integration Services
to speed the deployment and ensure quality operation of our fax and secure e-mail products. As part of the installation & integration service, AccuRoute will dispatch a qualified installation engineer to the customer site, to install and configure the application specifically for the environment. For more information and pricing, please visit the AccuRoute website or contact your Regional Manager.
Due to the potential complexity of custom configuring the installation, AccuRoute cannot provide full installation & integration services over the telephone. In the event the customer chooses not to contract for installation & integration services, AccuRoute will provide basic installation support including answering questions and providing minor installation problem resolution by telephone. This service is offered with a four (4) hour maximum. If the installation phone support reaches the four (4) hour maximum, the customer will be asked to purchase full services, and a qualified installation engineer will be dispatched to install and configure the software.
Advantage Cost Structure and Billing Cycle
Advantage Enterprise Support will be invoiced at thirty percent (30%) of the total list price of software products purchased plus $25,000.00, unless otherwise noted. AccuRoute automatically invoices the Advantage Enterprise Support customer for their renewal one to two months prior to expiration. In order to reinstate an Advantage Enterprise Support contract which is 30 days or more past due, the Advantage Enterprise Support customer will be charged an additional 5% of the total list price of software products purchased. AccuRoute reserves the right to suspend or interrupt support for the Advantage Enterprise customer for any contracts that are 45 days past due.
The term of the maintenance agreement is one (1) year and is renewed on an annual basis.
For more information, please contact the Support Renewal department at 888-303-8098.