Technical Support

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• January 1
• May 25
• July 3
• September 7
• November 26, 27
• December 23, 24, 25

DataNet Extended Service Coverage (ESC) program overview
Protect your investment & maximize success

Programs

Standard Service Coverage

Our Standard Service Coverage is well-suited for organizations that use a standard installation of WinSPC® or QualTrend®. Typically this level of support is ideal for a single facility that requires periodic technical support and does not require support availability beyond standard business hours. Service includes:

• Unlimited telephone and internet support Monday–Friday, 9:00 a.m.–6:00 p.m. EST (excluding holidays)
• Telephone, email, and/or remote connection diagnostic support
• Free maintenance and enhancement releases for licensed software

Enhanced Reporting Coverage

The Enhanced Reporting Coverage is designed for customers requiring detailed access to support information. This level of support is appropriate for companies with multiple facilities or teams that need to coordinate deployment and service activities across an enterprise. Enhanced Reporting Coverage is provided on an annual basis and augments our Standard Service Coverage. Services include:

• Monthly or quarterly performance and progress reports
• A centralized point-of-contact for your support-related activities
• Consultation regarding new release updates, fixes, and features/benefits

24x7 Support Coverage

Our 24x7 Support Coverage is designed to extend customer access to technical support beyond standard business hours. This scenario is often a requirement for enterprise-wide or international deployments. 24x7 Service Coverage is provided on an annual basis and augments our Standard Service Coverage. Services includes:

• 24x7 technical support, including weekends and holidays
• 15-minute response to reported incidents regarding licensed software

Customer-Specific Code Base Service

This level of support is designed for customers who incur substantial costs or system disruption when upgrading or recertifying software. The Customer-Specific Code Base Service permits customers to remain indefinitely on a chosen software version and to receive continued support of that version. Customer-Specific Code Base Service is provided on an annual basis and augments Standard Service Coverage. Services include:

• Customer’s licensed version code base, code base development tools, documentation and test platforms are maintained by DataNet exclusively for your application regardless of the evolution of DataNet tools and product lines
• 10 hours per year of custom development services
• Reduced rates for additional development services, such as maintenance and feature release upgrades to custom code bases

Production-Dependent Service Coverage

This level of support is designed for customers whose production is dependent upon the continuous operation of WinSPC. Production-Dependent Service Coverage provides software release capacity on a 24x7 basis. Production-Dependent Service Coverage is provided on an annual basis and augments Standard Service Coverage. Service includes:

• 24x7 technical support, including engineering and development escalation
• 15-minute response to reported incidents regarding licensed software
• 24x7 software releases issued for production-down scenarios
• Customer’s licensed version code base, code base development tools, documentation and test platforms are maintained by DataNet exclusively for your application regardless of the evolution of DataNet tools and product lines
• Production-down event becomes highest priority activity for DataNet technical services personnel until production capability is restored