SUPPORT PLAN OVERVIEW
Rodopi
will provide technical support for Rodopi Software by phone and/or
e-mail.
An incident is considered an event that causes a call
for help. The call for help can be placed by phone, voice mail, e-mail
or fax. The caller should provide a detailed description of the
problem.
Many prepaid plans (below) call for a monthly
allowance (e.g. 10 incidents per month). The unused portion of the
monthly allowance will not roll over to the next month.
Incidents reporting software bugs are processed at no
charge.
Regular working hours:
6 a.m. to 5 p.m. PST (Pacific Standard Time)
Monday through Friday
Extended working hours for emergency incidents:
6 a.m. to 10 p.m. PST (Pacific Standard Time)
7 days a week, 365 days a year.
Pricing
Schedule
1. VIP 24/7*
(payable by check, wire or credit card)
-
Call back within 60 minutes, domestic, 24/7
-
Unlimited Support
-
Calls to separate "VIP" support number
-
Includes all upgrades and service packs
|
VIP
24/7
|
Price
|
|
up
to 5,000 licenses
|
$6,995/year
|
|
each
additional 1,000 licenses
|
$395
|
*This plan is available for domestic customers only
2. Diamond Plan**
(payable by check, wire or credit card)
-
Call back within 24 hours, domestic, 7 days a week
-
Up to 10 incidents per month
-
International calls will be charged back to the
customer
-
Does not include upgrades
|
Diamond
Plan
|
Price
|
|
up
to 10,000 licenses
|
$3,995/year
|
|
each
additional 1,000 licenses
|
$195
|
|
additional
incidents
|
$100
each
|
**Credit card will need to be on file for charge-back
calls
3. Annual Plan
|
Annual
|
Price
|
|
unlimited
users
|
$1,595/year
|
|
each
additional incident
|
$75
|
Support agreements go into effect
only when paid in full.
4. Emergency Incidents***
-
Call back within 60 minutes 24 hours a day, 7 days
a week.
-
International Calls to be charged back to customer
$200 per hour. One hour minimum charge applies to all
emergency e-mails or calls, billable thereafter in 15 minute
increments, even if it turns out to be a false alarm. Upon emergency,
e-mail emergency@rodopi.com
.
***Must be pre-paid by credit card
5. Software upgrades
A client who has an annual service contract is entitled to FREE
service packs and minor upgrades to Rodopi Software. To be considered
a minor upgrade, the version digits can only have been changed beyond
the second separator (dot).
Example: 4.3.1 to 4.3.2 is a minor upgrade.
4.3.1 to 4.4.0 is not a minor upgrade.
Click
here to view Service
Contract and Attachment
in it's entirety
To email support: support@rodopi.com
