Technical Support Services Overview
General regulations governing the service
The DueZero Technical Support Service is guaranteed with phone support, e-mail or FTP, Monday to Friday 9:00 a.m. to 1:00 p.m. and 2:00 p.m. to 6:00 p.m. (Italian time).
Technical support is adjusted according to the type of maintenance contract. For Gold or Silver contracts the call is answered by the next business day. In the absence of any kind of maintenance contract, the request is forwarded to the sales department.
Silver e Gold Service Contracts Software
Silver contracts provide the answer phone and bug-fixes as related to the development or software configuration due to DueZero. In Sillver contracts are not expected exchanging of hardware services or upgrading the application software.
Gold contracts in full as type contracts offered by Silver, also include the Icam, Spectrum or DueZero software update and hardware changes, for all the new releases and for intermediate versions.
For both contracts, unless expressly agreed upon, are not carried out at the customer's premises. These interventions will be quantified and valued in each case. The minimum duration of each contract is 12 months. The contracts are renewable by tacit agreement by the parties.
In Details
New Software Installations
Every new installation of Icam - Spectrum or DueZero software is accompanied by a Silver contract of 12 months. Spectrum Installations includes the first supply Gold support, which can be availed by the end user via the web.
In the case of ICAM and DueZero software, Gold maintenance must be explicitly acquired at the same time of the application software.
Existing Installations Maintenance or Upgrade
Before the natural expiration of the maintenance contracts, is sent regular offer for the renewal of the service support Gold. In case of rejection, the service will cease at maturity. In case you want to reactivate it you need to pay particular attention to the following rules:
A - For Dedicated Icam Products (DP) the lighting of a maintenance contract does not involve the payment of royalties earlier discovered.
B - For all Spectrum Products the ignition of a maintenance contract does not involve the payment of royalties earlier discovered.
C -
For all DueZero Products the lighting of a maintenance contract does not involve the payment of royalties earlier discovered.
D - For Icam Development Products (DEV) the lighting of a maintenance contract involves the payment of ALL previous canons discovered.
Please contact our Commercial Area for any further information.
