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Microware Software Support Levels and Packages
RadiSys stands behind its Microware Software products with a trained staff of expert customer support engineers, ready to answer your questions. Our Customer Support Team is staffed with dedicated and enthusiastic professionals whose focus is to empower our customers to achieve their business objectives. We offers the following levels of support service to meet the diverse needs of our customers in successfully deploying their embedded applications:
| Support Program | Term | Install, Config, Usage | Work-arounds, Patches | Maint. Releases, Updates | Accel. Response Time | Pre-Appointed Senior Eng |
|---|---|---|---|---|---|---|
| Warranty Support | 30 days | * | ||||
| Standard Support Package | 1 Year | * | * | * | ||
| Gold Support Package | 1 Year | * | * | * | * | |
| Sterling Support Package | 1 Year | * | * | |||
| Platinum SupportPackage | 1 Year | * | * | * | * | * |
Warranty Support
Warranty Support is included at no extra charge in all new sales of products for a period of 30 days after shipping. During this time, one designated engineer and one backup engineer may access the Customer Support Team via phone, e-mail, or the Customer Support section of our web site and receive assistance with installation, configuration, and basic usage issues. The initial response time for Entry Level support is within 2 business days. The 30-day clock is suspended in the event that defective distribution media or documentation are received by the customer and will resume upon satisfactory replacement of the defective components.
Standard Support Package
One engineer and one designated backup engineer are entitled to one year of unlimited phone, e-mail, and web-based support for installation, configuration, usage issues, "work-arounds," patches, maintenance releases and product updates. The initial response time for the Standard Package is within 2 business days. The cost of the Standard Package is 20% of products' purchase price with a $750 minimum.
Gold Support Package
Gold Support Package: For an additional 5% of the products' purchase price (25% total with $1,250 minimum), customers are entitled to Standard Support Services with accelerated response time on all calls. The initial response time for the Gold Support is within 1 business day.
Sterling Support Package
While many customers find that support related to a specific product is optimal, RadiSys also offers customers the opportunity to participate in our Sterling Support Program which includes support for all Microware Software products for a period of one year. Furthermore, any number of engineers within the company can submit calls. The cost for the Sterling Support Package is $5,000 per year and does not include maintenance releases or product upgrades.
Platinum Support Package
Platinum customers have access to an appointed Senior Engineer for a period of one year. This so-called Lead Engineer will respond to all Platinum Customers' calls within 2 hours and personally supervise the resolution of the incident by employing the necessary engineering resources. The cost for Platinum Customer Support is 40% of the products' purchase price with a minimum product transaction of $300,000.