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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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Platinum Support Information |
TiBS Platinum Maintenance Service Plan is for customer sites that are mission critical and is our highest level of support available. Platinum customers have access to automatic software updates and enhancements and access to Teradactyl technical support anytime. You may have up to Twenty Five (25) registered contacts within your organization that can submit calls. Platinum customers have an appointed Teradactyl Senior Engineer for every year you remain on the plan. |
Support
you can count on |
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Program Highlights |
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| Twenty Five (25) 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 Anytime. |
| 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. |
| Platinum priority response time on all calls. Level 1 support calls receive a one (1) hour response time. |
| Manager on call 24/7 to assist with time sensitive escalations. |
| An appointed Teradactyl Senior Engineer will respond within twelve (12) hours to personally supervise the resolution of the incident by employing the necessary Teradactyl engineering resources. |
| To maintain familiarity with your site and those issues unique to it, we appoint a Platinum support manager. |
| Unlimited number of cases |
| Monthly conference calls to review open technical issues and operational concerns. |
| One scheduled onsite visit is also included in this plan. A senior-level support engineer will visit your workplace and either 1) review pre-defined topics or 2) address a topic specific to your needs. |
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Platinum Maintenance Plan Service Level Objectives |
The targeted initial response time for the Platinum Package is listed below. The cost for Platinum Maintenance Service Plan is 30% of the products' purchase price, including processing packs and third party software with a $45,000.00 minimum. Please contact Teradactyl or your authorized sales representative for more information.
Priority |
Initial
Response Time |
Contact
Frequency |
Description |
1 |
1 Hour |
Daily |
Customer
is having problems recovering mission critical data from
backup and desires immediate assistance. |
2 |
2 Hours |
Daily |
Customer
is having problems with backup or restore processing. A
potential for loss of data exists. |
3 |
4 Hours |
Weekly |
Customer
is having problems with current product use that is not
related to backup or restore processing. |
4 |
6 Hours |
Bi-Weekly |
Customer
is having problems using a previously unused feature of
the product and desires technical assistance. |
5 |
Next
Business Day |
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 |
Three Other Teradactyl Annual Support Plans Are 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 Software Maintenance
Plan, each licensed department, site, or campus which deploys a
TiBS server within that entity will automatically be charged standard
maintenance fees unless the entity desires to place the entire organization
on a platinum maintenance plan. If the entity elects to purchase
a Platinum Maintenance plan for the entire organization, the entity
will automatically be billed at those rates for annual maintenance
charges corresponding to the total sum of all purchases multiplied
by 30%. Software purchased between maintenance billing cycles can
have the associated maintenance fees prorated to match renewal dates
with the existing support contracts.
In
most instances, an entity will elect to maintain a Standard, Silver,
or Gold maintenance plan for each Department within the organization
that has deployed one or more TiBS Backup Servers. This structure
provides each department with a designated number of support contacts
(depending on the level of support for the plan) and permits individual
departments to increase availability to Teradactyl support resources
as required by their specific operating needs without obligating
other licensed members within the entity to maintain the same contractual
support level. Each support plan has a specified minimum annual
contract price to cover our necessary infrastructure costs. The
minimum contract prices are as follows:
Standard Maintenance Plan: $750 USD minimum annually
Silver Maintenance Plan: $5,000 USD minimum annually
Gold Maintenance Plan: $15,000 USD minimum annually
Platinum Maintenance Plan: $45,000 USD minimum annually
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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 24 Hour support, Monday through Friday (excluding weekends and
Teradactyl Holidays) requires a service level guarantee, Gold Maintenance
should be 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 Platinum Maintenance Plan
should be purchased. The Gold and Platinum Maintenance programs include
call center infrastructure to meet service level guarantee requirements. |
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