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Existing Customers Only
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You can really enjoy the level of customer service they had in the good old days.
Teradactyl maintains a 100% customer retention rate! If you're tired of the level of support you receive from your backup vendor, then switch to Teradactyl where your business and organization is sincerely valued.
- Kristen J. Webb, Chief Technology Officer |
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ASP Basic Support Information |
TiBS Application Service Provider (ASP) Basic Maintenance Service Plan includes automatic software updates and enhancements and access to Teradactyl® Technical Support during Business Hours and Extended Hours. You may have up to eight (8) technical site contacts within your organization that can submit calls.
24 Hours X 5 Days Per Week
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Support
you can count on |
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Program Highlights |
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| Eight (8) designated technical site contacts 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 during Business Hours and Extended Hours. |
| Automatic minor and major feature releases for the supported software. |
| New bug fixes when available. |
| Customers with an Enterprise Site License will receive new Operating System support when available. |
| Access to the customer support center Anytime on an incremental basis at a 25% discount. |
| ASP Basic priority response time on all calls. |
| To maintain familiarity with your site and those issues unique to it, we appoint a designated support expert. |
| Unlimited number of cases |
| Additional 10% discount on corporate rates for Teradactyl software purchases! |
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ASP Basic Maintenance Plan Service Level Objectives |
The targeted initial response time for the ASP Basic Package is listed below. The cost for the ASP Basic Maintenance Service Plan is 25% of the products' purchase price, including processing packs and third party software with a $25,000.00 minimum. Please contact Teradactyl or your authorized sales representative for more information.
Priority |
Initial
Response Time |
Contact
Frequency |
Description |
1 |
2 Hours |
Daily |
Customer
is having problems recovering mission critical data from
backup and desires immediate assistance. |
2 |
4 Hours |
Daily |
Customer
is having problems with backup or restore processing. A
potential for loss of data exists. |
3 |
6 Hours |
Weekly |
Customer
is having problems with current product use that is not
related to backup or restore processing. |
4 |
Next
Business Day |
Bi-Weekly |
Customer
is having problems using a previously unused feature of
the product and desires technical assistance. |
5 |
Two
Business Days |
Monthly |
Customer
is requesting a new product feature that is not currently
available. |
Whenever
customer support is requested, a problem priority level will be
assigned to each new case. Priority levels determine the targeted
initial response time as well as the priority of the case with respect
to other open cases. All opened cases fall into one of the five priority levels. |
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Thank
You for Considering Teradactyl Products & Services! |
10th YEAR |
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100% Customer Retention |
ASP Premium Teradactyl Annual Support Plan is also Available! |
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Legal
Notices:
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*
Software Maintenance Plans for the True incremental Backup System
are based on a percentage of the total product purchase price. For
an entity to participate in any Teradactyl ASP Maintenance
Plan, the company must be in the business of selling backup services to clients exclusively located in North America and not owned by, a parent of, or a subsidary of the company purchasing this service agreement. All Teradactyl software (including third party software, if any) must be on the same Teradactyl software maintenance plan. If the entity elects to purchase
an ASP Platinum Maintenance plan, the entity
will automatically be billed at those rates for annual maintenance
charges corresponding to the greater of either the total sum of all purchases multiplied
by 30% or $45,000.00 USD on an annual basis. Software purchased between maintenance billing cycles can
have the associated maintenance fees prorated to match renewal dates
with the existing support contracts.
All designated technical support contacts must be employees of the entity purchasing the software maintenance plan and registered with Teradactyl LLC. Under this plan, our obligation for technical support services is limited exclusively to the entity which purchases the plan and only for issues related to installation, configuration, operation, and maintenance of software sold to the purchaser directly by Teradactyl LLC. |
| **
Teradactyl company holidays are excluded except
for Platinum Maintenance customers. Teradactyl observes approximately
eight (8) holidays in a calendar year. These holidays are posted in
advance. Upcoming dates can be found in the support section of our
web site. |
| ***
Teradactyl makes every effort to meet the off hour customer needs
("Anytime Support") but availability is not guaranteed outside
of maintenance plan hours unless scheduled support units are purchased.
If your organization requires a service level
guarantee on a continuous basis, e.g. 24 Hour support, seven days
a week including Teradactyl Holidays, our ASP Platinum Maintenance Plan
should be purchased. The ASP Basic and ASP Platinum Maintenance programs include
call center infrastructure to meet service level guarantee requirements. |
This service plan is currently only available in North America. If you are located in another country and are interested in this program, please contact us.
An authorized representative of the purchaser must sign both a Teradactyl software license agreement and software maintenace agreement to enroll in this program. For more information please send you questions to legal@teradactyl.com |
