Alexsys Corporation - Service Options for Alexsys Team® Products
Effective November 29, 2006
Alexsys Corporation offers the following Service Options to our customers:
All Team software should be up-to-date in order to receive these services.
Standard Service includes:
- 30 days of unlimited telephone support
(calls accepted during business hours, Mon-Fri 9am-6pm EST, Holidays excluded)- Unlimited support via email to support@alexcorp.com
- Unlimited support by submitting a Support Request via our website
- Unlimited access to our Knowledge Base
- Fixes in product updates via our web site
- 20% Discount on a Team 3 upgrade
Standard Service is included free of charge with your purchase of Alexsys Team product licensing.
Premium Service includes:
- Unlimited telephone support for 1 year
(calls accepted during business hours, Mon-Fri 9am-6pm EST, Holidays excluded)- Live Web Support to allow Alexsys Support Reps to remotely work on your systems
- Unlimited support via email to support@alexcorp.com
- Unlimited support by submitting a Support Request via our website
- Unlimited access to our Knowledge Base
- Fixes in product updates via our web site
- New Features in product updates via our web site
- 60% Discount on a Team 3 upgrade
Premium Service costs 15% of the list price for all your software licensing.
The Premium Service term is 1 year and begins on the day of your initial purchase.
Premium Service includes support for all Team software products (Team Standard, Team Pro, Team-Web and WebEntry) in the following technical/product areas:
- Team Issues,
- assistance with Team features,
- assistance with Team installation and setup,
- assistance with Team software updates, and
- assistance with database setup and issues.
Premium Service does not include:
- onsite installation or setup,
- onsite training,
- custom engineering,
- customizing Team report templates,
- converting/importing data from other systems to Alexsys Team, and
- consolidating multiple databases.
- How do I find my current Support Service status?
- What happens if I purchase additional licensing?
- What happens if I do not have Premium Service?
- What happens when my Premium Service is about to expire?
- What happens if I do not renew my Premium Service?
- What happens if my Premium Service has expired?
- What happens if I currently have Extended Support?
- What happens if my Extended Support has expired?
- What happens if I currently have Standard Support?
- What happens if I have licensing for an Alexsys Team 2 FreePack?
How do I find my current Support Service status?
To find out what your current Support Service is, select Help | Support Service Information from Team.
You must be ADMIN or a user with System level access to obtain this information.
What happens if I purchase additional licensing?
If you do not have Premium Service, you are charged only for the additional software licensing you purchase.
If you have active Premium Service:
- All additional licensing purchased during your Premium Service term must be added to your existing service term.
- Premium Service for all additional licensing will be pro-rated so that service for all of your licensing renews on the same date.
- If you do not purchase Premium Service for additional licensing, all payments applied to your existing service term will be adjusted to include your new purchases, making your Premium Service expire sooner.
What happens if I do not have Premium Service?
If you do not purchase Premium Service:
- You will only receive the Standard Service benefits.
- You will not receive any new features with your Team updates.
What happens when my Premium Service is about to expire?
When your current Premium Service is about to expire:
- You can renew your Premium Service any time BEFORE your current term expires.
- The Premium Service renewal cost is 15% of the list price for all your software licensing.
- If you renew your Premium Service AFTER your current term expires:
- you will be charged a 10% reactivation fee and
- you will be charged the 15% Premium Service fee.
What happens if I do not renew my Premium Service?
If you do not renew your Premium Service:
- All benefits supplied with Premium Service are terminated effective on the date your service expired.
- You will only receive the Standard Service benefits.
- You will not receive any new features with your Team updates.
What happens if my Premium Service has expired?
If your Premium Service has expired, you can re-activate your Premium Service by purchasing the service. A 10% re-activation will also be added. If you choose not to re-activate, then you will only receive the Standard Service benefits.
What happens if I currently have Extended Support?
If you currently have active Extended Support, you are automatically upgraded to Premium Service. When you are ready to renew, you will be renewing your Premium Service.
What happens if my Extended Support has expired?
If your Extended Support has expired, you are not automatically upgraded to the Premium Service. You can re-activate by purchasing Premium Service. A 10% re-activation fee will also be added. If you choose not to re-activate, then you will only receive the Standard Service benefits.
What happens if I currently have Standard Support?
If you currently have Standard Support, you will now receive the Standard Service benefits.
What happens if I have licensing for an Alexsys Team 2 FreePack™?
If you currently have licensing for an Alexsys Team 2 FreePack, you will receive the following service benefits.
- Unlimited support via email to support@alexcorp.com
- Unlimited support by submitting a Support Request via our website
- Unlimited access to our Knowledge Base
- Fixes in product updates via our web site
Contact Us
If you have any questions, please contact us at sales@alexcorp.com or call our Sales Dept. at 1-781-279-0170.