Software Support Plans

Teradactyl Support and Software Maintenance Portal

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. 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 major release upgrades when available.

Summary of Annual True incremental Backup System Maintenance Plans

Teradactyl has four annual software maintenance plans for our end users; standard, silver, gold, and platinum. We have also introduced two plans for Application Service Providers (ASP) that sell backup services to their clients. Each of these plans includes automatic major release 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.

Annual Maintenance Plan Summary% of PricePlan HoursPlan Days# of Contacts
Standard Maintenance Plan15%8 A.M. - 8 P.M. ETMonday - Friday2
Silver Maintenance Plan20%8 A.M. - 8 P.M. ETMonday - Friday4
Gold Maintenance Plan25%24 HoursMonday - Friday8
Platinum Maintenance Plan30%24 HoursALL12
ASP Basic Maintenance Plan25%24 HoursMonday - Friday8
ASP Platinum Maintenance Plan30%24 HoursALL12

Our Support Plans

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 Annual 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 Annual Maintenance Plan
Silver Annual 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 Annual Maintenance Plan
Gold Annual 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 Annual 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.

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 Twelve (12) 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 retains our clients. 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

 
None
Standard
Silver
Gold
Platinum
ASP
Minor release upgrades and patches
Yes
Yes
Yes
Yes
Yes
Yes
Unlimited support center access during Business Hours
Yes
Yes
Yes
Yes
Yes
Single incident support center access Anytime
Yes
Yes
Yes
Yes
Yes
Major Release upgrades and patches
Yes
Yes
Yes
Yes
Yes
Designated Support expert
Yes
Yes
Yes
Yes
Unlimited support center access during Extended Hours
Yes
Yes
Yes
Monthly Conference
Yes
With Platinum
Annual Onsite Visit
Yes
With Platinum
8 Hours Free Engineering
Yes
With Platinum
Unlimited support center access Anytime
Yes
With Platinum

Support Priority Levels

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 Level
Nature of Support Request
1
Customer is having problems recovering mission critical data from backup and desires immediate assistance.
2
Customer is having problems with backup or restore processing. A potential for loss of data exists.
3
Customer is having problems with current product use that is not related to backup or restore processing.
4
Customer is having problems using a previously unused feature of the product and desires technical assistance.
5
Customer is requesting a new product feature that is not currently available.

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.
Annual Maintenance Plan Summary% of PricePlan HoursPlan Days# of Contacts
Standard Maintenance Plan15%8 A.M. - 8 P.M. ETMonday - Friday
2
Silver Maintenance Plan20%8 A.M. - 8 P.M. ETMonday - Friday
4
Gold Maintenance Plan25%24 HoursMonday - Friday
8
Platinum Maintenance Plan30%24 HoursALL
12
ASP Basic Maintenance Plan25%24 HoursMonday - Friday
8
ASP Platinum Maintenance Plan30%24 HoursALL
12

Legal Notices

* 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: $25,000 USD minimum annually
Platinum Maintenance Plan: $75,000 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.