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Existing Customers Only
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Teradactyl
considers ongoing maintenance and support to be critical to the
ongoing viability of the company in the future and a key to securing
new clients in the present. All Teradactyl customers to date have
purchased and renewed their maintenance plans. Annual software maintenance
plans are priced as a fixed percentage of the software purchase
price. These fees are charged annually and are due at the beginning
of each contract period.
All
annual software maintenance plans provide for twelve (12) hour support
windows Monday through Friday, excluding Teradactyl holidays. Customers
can have more support contacts or purchase extended hours support
with our premium support plan levels. Customers receive unlimited
phone, e-mail, and remote administration support for a designated
number of support contracts which vary by the type of plan chosen.
Customers on annual software maintenance plans also receive free
bug fixes, software updates, and enhancements in addition to FREE
version upgrades when available. |
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Information
for Visitors & Evaluators |
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Teradactyl
has four annual software maintenance plans; standard, silver, gold,
and platinum. Each of these plans includes automatic version upgrades
to the True incremental Backup System in addition to minor release
updates. The maintenance plans permit a site to select the level
of support response times and site contacts, which are required.
Standard support provides two site contacts with twelve (12) hour
support windows Monday through Friday, excluding Teradactyl holidays.
Sites with significantly greater service level requirements can
have an unlimited number of support contacts and access to technical
support twenty four (24) hours a day, seven (7) days a week, three
hundred and sixty five (365) days a year. |
Support
you can count on |
|
Annual
Maintenance Plan Summary |
%
of Price* |
Plan
Hours |
Plan
Days** |
#
of Contacts |
|
Standard
Maintenance Plan |
15% |
8
A.M. - 8 P.M. ET |
Mon.
- Fri. |
2 |
|
Silver
Maintenance Plan |
20% |
8
A.M. - 8 P.M. ET |
Mon.
- Fri. |
4 |
|
Gold
Maintenance Plan |
25% |
24
Hours |
Mon.
- Fri. |
8 |
|
Platinum
Maintenance Plan |
30% |
24
Hours |
ALL |
25 |
|
ASP Basic
Maintenance Plan |
25% |
24
Hours |
Mon.
- Fri. |
8 |
| ASP Platinum
Maintenance Plan |
30% |
24
Hours |
ALL |
25 |
How
support plan hours are defined |
|
Eastern
Time Zone |
Day
of the Week** |
| Support
Business Hours |
8
A.M. - 8 P.M. ET |
Mon.
- Fri. |
| Support
Extended Hours |
24
Hours |
Mon.
- Fri. |
| Support
Anytime Hours*** |
24
Hours |
Daily |
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Information
for Teradactyl Support Plan Customers |
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Company
Holidays - Do NOT Apply to Platinum Customers! |
|
|
January
1, 2009 |
New
Years Holiday |
|
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March
21 , 2008 |
Easter
Holiday |
|
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May
26, 2008 |
Memorial
Day |
|
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July
3, 2008 |
Company
Holiday |
|
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July
4, 2008 |
Independence
Day |
|
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September
1, 2008 |
Labor
Day (Observed) |
|
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November
27, 2008 |
Thanksgiving
Day |
|
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December
25, 2008 |
Christmas
Day |
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|
Maintenance
Plan Programs |
| Incremental
Support -
Customers who do not purchase an annual maintenance plan may contact
our customer support center for Incremental Support during Business
Hours. These customers have access to minor patches and upgrades,
but do not have access to new major product releases. |
| Standard
Maintenance Plan - Customers may contact our technical support
center free of charge during Business Hours.
Customers receive automatic updates for minor patches and upgrades
and have access to major releases upgrades, and patches. Customers
may contact the customer support center Anytime
for Incremental Support. |
| Silver
Maintenance Plan -In addition to all of the benefits of standard
maintenance, customers are assigned a designated support expert who
is familiar with the sites' configuration and needs. Customers also
receive callbacks at Silver service level objectives. Customers may
contact the customer support center Anytime
for Incremental Support. |
| Gold
Maintenance Plan - In addition to all of the benefits of silver
maintenance, customers have unlimited access to our customer support
center during Business Hours and Extended
Hours. Customers also receive callbacks at Gold service level
objectives. Customers may contact the customer support center Anytime
for Incremental Support. |
| Platinum
Maintenance Plan - Our premier support package extends unlimited
customer support Anytime. In addition
to all of the benefits of Gold maintenance, customers are assigned
a Teradactyl senior engineer and a Platinum support manager who is
familiar with the sites' configuration and needs. Customers receive
callbacks at Platinum service level objectives. In addition, customers
receive monthly conference calls and an annual site visit. |
| VAR Maintenance Plans - This program has been discontinued and has been replaced by our ASP Maintenance Plans. |
| New - ASP Basic & Premium Maintenance Plans for TiBS! |
ASP
Maintenance Plans**** - Teradactyl's Application Service Provider (ASP) Basic and ASP Platinum Maintenance Service
Plans are available to our authorized service providers only. TiBS ASP Maintenance
Service Plans include automatic software updates, enhancements and
access to Teradactyl Technical Support during Business
Hours and Extended Hours. ASP Platinum Maintenance extends access to Teradactyl support Anytime. ASP Basic Maintenance includes Eight (8) designated technical site contacts within the company can submit calls. TiBS ASP Platinum Maintenance Plan includes Twenty Five (25) designated technical site contacts within the entity that can submit calls. Additional designated technical site contacts can be purchased as required. Both plans include additional commercial discounts on Teradactyl software.
Application service providers and ISP providers who sell backup services to their clients will uniquely benefit from our software pricing model and working with a backup software firm that maintains a 100% customer retention rate. Teaming with Teradactyl gives you access to state of the art enterprise network backup solutions, no per seat charges, dependable support, and personalized services. Talk to us about how Teradactyl can give your business a competitive edge in providing backup services to end users. |
|
Service
Plan General Features Comparison Chart |
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Support
Priority Levels |
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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 following
priority levels.
|
Priority |
Description |
|
1 |
Customer
is having problems recovering mission critical data from backup
and desires immediate assistance. |
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2 |
Customer
is having problems with backup or restore processing. A potential
for loss of data exists. |
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3 |
Customer
is having problems with current product use that is not related
to backup or restore processing. |
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4 |
Customer
is having problems using a previously unused feature of the
product and desires technical assistance. |
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5 |
Customer
is requesting a new product feature that is not currently
available. |
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Targeted
Initial Response |
|
Targeted Initial response times are only valid for calls opened
during a maintenance plan's coverage time (e.g. Business Hours for
Standard Maintenance). Priority cases opened during a plan's off-hours
will be handled within the target response time during the plan's
next available coverage period.
Comparison
of Targeted Initial Response Times by Maintenance Plan
|
Priority |
Warranty |
Standard |
Silver |
Gold |
Platinum |
|
1 |
Next
Business Day |
4
Hours |
3
Hours |
2
Hours |
1
Hours |
|
2 |
Next
Business Day |
8
Hours |
6
Hours |
4
Hours |
2
Hours |
|
3 |
2
Business Days |
Next
Business Day |
8
Hours |
6
Hours |
4
Hours |
|
4 |
3
Business Days |
3
Business Days |
2
Business Days |
Next
Business Day |
6
Hours |
|
5 |
4
Business Days |
4
Business Days |
3
Business Days |
2
Business Days |
Next
Business Day |
|
|
Warranty
Support |
Warranty
Support is included at no extra charge for all new sales of Teradactyl®
products for a period of 30 days after shipping. During this time,
one designated contact may access the Customer Support Team via
phone or e-mail and receive assistance with installation, configuration,
and basic usage issues. The targeted initial response time for
Warranty Level support is listed below. Customers with maintenance
plans receive a free month of warranty support at service levels
stipulated by their plan. The 30-day clock is suspended in the
event that defective distribution media or documentation are received
by the customer and will resume upon satisfactory replacement
of the defective components. TiBS Warranty Support is available
during Business Hours only.
|
Priority |
Initial
Response Time |
Contact
Frequency |
Description |
|
1 |
Next
Business Day |
Daily |
Customer
is having problems recovering mission critical data from
backup and desires immediate assistance. |
|
2 |
Next
Business Day |
Daily |
Customer
is having problems with backup or restore processing. A
potential for loss of data exists. |
|
3 |
2
Business Days |
Weekly |
Customer
is having problems with current product use that is not
related to backup or restore processing. |
|
4 |
3
Business Days |
Bi-Weekly |
Customer
is having problems using a previously unused feature of
the product and desires technical assistance. |
|
5 |
4
Business Days |
Monthly |
Customer
is requesting a new product feature that is not currently
available. |
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Thank
You for Considering Teradactyl Products & Services! |
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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 |
| **
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) require 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. |
| **** Teradactyl ASP Software Maintenace Plans are only available in North America and include an annual minimum fee to enroll. See the specific plan for more details. |
