Equilibrium offers two levels of support to MediaRich Image Server customers: Gold and Platinum. Depending on the plan selected, customers will be charged an annual maintenance fee in addition to their annual license or usage fee.
Gold Level Support Plan
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Includes telephone access to Technical Support Engineers via a single toll-free number.
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Engineers are available from 8:30 a.m. to 5:30 p.m. PST, five days a week, excluding Equilibrium holidays.
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After-hours service for mission-critical issues (i.e. Priority 1) is available for customers who have purchased a Gold Level Support plan for $1000 per incident.
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Includes e-mail access to Technical Support Engineers via a single e-mail address.
Platinum Level Support Plan
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This plan includes everything described in the Gold Level Support Plan, plus the ability to access an Equilibrium Technical Support engineer outside of Equilibrium's normal business hours for mission critical issues (i.e. priority level - P1) .
Overview of Support Prioritiy Levels
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Priority Level |
Description |
Turnaround Guidelines |
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P1 |
MediaRich in production environment is down and cannot be brought back up (i.e. MediaRich application stops functioning). Priority 1 issues may be called in to the Equilibrium Technical Support Hotline at 1-415-332-4343 (ext. 5) any time, including off-hours.
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Callback within two hours to acknowledge the problem. Technical Support will work on the problem continuously until the problem is resolved.
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P2 |
MediaRich is not behaving as expected in production environment. Not all functionality is working or response times are slower than normal. These are non-critical Production issues.
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Callback within one business day to acknowledge the issue.
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P3 |
Non-production environment issues with MediaRich.
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Callback within one business day to acknowledge the issue.
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P4 |
Question about functionality, comment or a feature you would like to have. |
Callback within one business day to acknowledge the issue. |
Software Maintenence
From time to time, Equilibrium may, but is under no obligation to, develop corrections and updates for the software. Whenever Equilibrium releases a correction or update to the market (generally a "Maintenance Update"), it will also provide a copy of the Maintenance Update to a Customer as part of the Gold Level Maintenance Services, so long as this agreement remains in effect. From time to time, Equilibrium may also develop certain major enhancements to the software or add new features to the software (either of which is an "Enhancement"). Maintenance Updates do not include Enhancements. |
