Support Programs and Agreements
Standard or premium technical support programs are only available for actively supported mainstream product versions. Extended support for older versions may be available, but will be subject to an additional charge. For customers electing not to purchase annual technical support, assistance is available on a pay per call basis. On-site time and related travel expenses are not included in any of the support programs.
Standard Support Program
Our standard support program provides up to forty (40) help desk incidents annually for investigating and resolving bugs, making configuration corrections and assistance necessary to return your system to a normal functional state using your available spares and database backups. Support is provided 24/7 via our toll free telephone, e-mail, fax or web site.
Premium Support Program
In addition to the services offered under our standard support program, our premium level of support includes access to new releases of software. Customers will be notified when any new release is available and, on request, support staff will ship the upgrade via the most appropriate method. In addition, Varec technical staff will provide telephone support if necessary to assist in installing the version upgrade.
Extended, Application & Business Consultancy Services & Support
For services not covered by standard or premium support programs, Varec can provide extended support or specific application and business consultancy services. These services include analysis and review of existing business processes, site surveys, instrument selection, project planning and administration, customized training programs, on-site troubleshooting and diagnostics, system integration, custom communications interfaces and customized display and reports. These services are available on a time and materials basis.
