Uniplex products are sold through many different
distribution channels, each of which has its own support requirements.
Thus, Uniplex does not bundle any installation or continuing support
services with a new license or product upgrade.
Uniplex does however provide tailored support
programs to meet the needs of any customer who is unable or unwilling
to obtain support from their local reseller. Uniplex support is
provided via telephone, facsimile, e-mail, the Uniplex Web site,
and via direct login to the customer's system, generally by ftp
and telnet access over the Internet. All supported customers are
assigned a contract number. One or more support centers may be
defined for each account. Support requests can submitted via telephone,
facsimile, e-mail, or the on-line web form and are assigned a
support call number.
Open support calls are tracked via a comprehensive
electronic database and are monitored on an hourly basis by management.
Problems that cannot be resolved immediately are submitted to
the Uniplex problem database as either product problems to be
fixed in an upcoming release or as requested product enhancements.
The problem database is also tracked electronically and forms
the basis for large portions of subsequent product releases.
Available support packages:
One-time product support for thirty days from the date of registration.
Uniplex Remote Installation
Service. New/upgrade installation service provides
installation and testing by Uniplex remotely via either Telnet/Internet
(preferred) or a remote dial-in.
This service includes the setup and testing.
Ad-hoc Support Agreement.
Product support is provided on a one-time basis only, charged
Product support only. One year term.
This includes the features of a Support Agreement and also provides
a 50% discount on new releases of the software with minor maintenance
releases provided at no charge. One year term.
Uniplex Administration Agreement.
This includes the features of a Maintenance Agreement and also
provides complete remote administrative support for the customers
Uniplex system in the situation where the customer lacks anyone
on-site capable of handling this task. The customer must provide
ftp/telnet access to their system via an Internet connection.
One year term.
Unix Administration Agreement.
This includes the features of a Uniplex Administration Agreement
and also provides complete remote administrative support for the
customers Unix system in the situation where the customer
lacks anyone on-site capable of handling this task. The customer
must provide ftp/telnet access to their system via an Internet
connection. One year term.
For further details contact your local Uniplex