After Hours Support Procedures
After-hours support is a service provided outside the Open Text Technical Support normal business hours of 8:00 a.m. to 8:00 p.m. Eastern time, Monday through Friday. This service is available for Livelink ECM - eDOCS™ products (including DM, RM, DM WorkFlow, Collaboration, KM, and SearchServer) and Livelink ECM - DOCS Open.
If you are making changes to your environment and feel you may need support
services, you should schedule after-hours support with Open Text Technical
Support as much in advance as possible. Providing us with advance notice permits
us to monitor the anticipated work load and the skill level required to service
our customers effectively.
After-hours support is a billable service and the cost is based on the customer's
support contract level, as follows:
Maintenance only
(no support contract) |
$500 (US Currency) per hour, with
a one-hour minimum charge |
| Silver or Bronze Support Contracts |
$350 (US Currency) per hour, with
a one-hour minimum charge |
| Gold Support Contract |
one case or $150 (US Currency) per
hour (customer's choice), with one-hour minimum charge |
| Platinum Support Contract |
no charge |
If services are not utilized, there will be no charge. There is no setup charge
for scheduling after-hours support. Billable time will be invoiced at the end
of our business month.
To arrange for service, address a letter on your company letterhead to Open Text Technical Support indicating your after-hours support needs. This letter should
include your customer ID number, the name of the contact person who will be
at your site, the date or dates that support may be needed, a description of
the planned activity, and your acknowledgment of the cost and terms for billing.
You may submit this information via FAX (850-942-8085) or via Internet to
.
Upon receipt of your fax, we will contact the requester to confirm receipt.
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