Incremental Software Support

TiBS customers, who do not have a maintenance plan or need extended coverage, may contact Teradactyl technical support engineers via telephone or e-mail on an incremental support basis. Incremental support units are purchased on an as-needed basis. Incremental support prices are grouped into three categories. There is no charge for incremental support if the problem is determined to be a bug.

Unscheduled Incremental Support (Business Hours)

Customers without a current annual maintenance agreement can contact Teradactyl technical support engineers during Business Hours only by purchasing Unscheduled Incremental Support Units. The targeted initial response time for Unscheduled Incremental Support Units are listed below. The price for Unscheduled Incremental Support Units is $200.00 per hour billed in fifteen (15) minute increments with a $200.00 minimum. Please contact Teradactyl or your authorized sales representative for more information.
Priority
Initial Response Time
Contact Frequency
Description
1
4 Hours
Daily
Customer is having problems recovering mission critical data from backup and desires immediate assistance.
2
8 Hours
Daily
Customer is having problems with backup or restore processing. A potential for loss of data exists.
3
Next Business Day
Weekly
Customer is having problems with current product use that is not related to backup or restore processing.
4
N/A
N/A
Customer is having problems using a previously unused feature of the product and desires technical assistance.
5
N/A
N/A
Customer is requesting a new product feature that is not currently available.

Scheduled Incremental Support (Anytime Hours)

If you require additional support during certain times of the day or week (even off hours) and know in advance, scheduled support units may be just what you need. Perfect for system upgrades and migration to new platforms. Customers with an annual maintenance agreement that does not cover the time that you wish to schedule, can contact Teradactyl technical support engineers by purchasing Scheduled Support Units.

Units are reserved in eight (8) hour increments. The customer purchases scheduled support blocks for a $100.00 non-refundable fee. This fee provides for one (1) hour response time during the reserved time window and includes one (1) free hour of technical support with each block purchased. Additional hours of technical support within the scheduled time can be purchased at $100.00 per hour billed in fifteen (15) minute increments. Additional scheduled support blocks can be purchased to further extend standby coverage. This program is available at any time including weekends and Teradactyl recognized holidays. This program offers significant savings over Unscheduled Incremental Support Units and may be a cost effective alternative to a plan upgrade. These hours must be reserved at least two weeks prior to scheduled coverage.

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
1 Hour
Daily
Customer is having problems with backup or restore processing. A potential for loss of data exists.
3
1 Hour
Weekly
Customer is having problems with current product use that is not related to backup or restore processing.
4
1 Hour
Bi-Weekly
Customer is having problems using a previously unused feature of the product and desires technical assistance.
5
N/A
N/A
Customer is requesting a new product feature that is not currently available.

Anytime Support

If your business is seasonal, you require around-the-clock support during peak times of the year, or want to extend the protection of your Standard, Silver, Gold, or Partner Maintenance Plans*, Anytime coverage can help you through these times. This program is only available to customers with a maintenance plan. These customers can contact Teradactyl technical support engineers outside of plan hours by purchasing Anytime Support Units. This program is generally available at any time including weekends and Teradactyl recognized holidays. The targeted initial response time for Anytime Support Units are listed below. The price for Anytime Support Units is $400.00 per hour billed in fifteen (15) minute increments with a $400.00 minimum.

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. Please contact Teradactyl or your authorized sales representative for more information.

Priority
Initial Response Time
Contact Frequency
Description
1
4 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
4 Hours
Weekly
Customer is having problems with current product use that is not related to backup or restore processing.
4
N/A
N/A
Customer is having problems using a previously unused feature of the product and desires technical assistance.
5
N/A
N/A
Customer is requesting a new product feature that is not currently available.

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 reserves the right to refuse to sell any of these incremental support services at any time and for any reason. Non payment or late payments of invoices may disqualify a customer from being able to access these services. All decisions by Teradactyl are final.