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K-PAR Archiving Software is committed to providing top quality technical support. Below is a list of Support Plans that K-PAR provides and the features that each plan entails. Currently, these plans are applicable to Archimedia and DVDcreation.
If you would like more information on any of these support plans, please contact K-PAR Sales.
Support Feature |
SILVER
Plan |
GOLD
Plan |
PLATINUM
Plan |
Telephone & Email Support
(Unlimited)
|
7 - 6 MST, M-F*
(excl. holidays)
8 - 4.30 GMT, M-F°
(excl. holidays) |
7 - 6 MST, M-F*
(excl. holidays)
8 - 4.30 GMT, M-F°
(excl. holidays) |
24 x7
(incl. holidays) |
Dial-in Support1
|
Yes |
Yes |
Yes |
| On-site Support2 |
No |
No |
No |
| Disaster Recovery3 |
Yes |
Yes |
Yes |
| License Moves4 |
Yes (max 1) |
Yes (max 2) |
Yes (max 4) |
| Customer Portal Site5 |
No |
Yes |
Yes |
| Priority Service |
No |
Yes |
Yes |
| Emergency Keys6 |
No |
No |
Yes |
| Software Updates7 |
Yes |
Yes |
Yes |
| Software Upgrades7 |
No
Available, 50% discount off list license price |
Yes |
Yes |
| New Software Versions7 |
No
Available, 30% discount off list license price
|
No
Available, 50% discount off list license price |
No
Available, 50% discount off list license price |
1. Dial-in Support: For diagnostic and solving reported issues.
2. On-site Support: Available for $3,000 US per day; travel and living expenses included. Contact K-PAR for details and availability.
3. Disaster Recovery: Diagnosing problem included.
4. License Moves: Number of times a license can be moved in a one year period.
5. Customer Portal Site: Private website, account password required. Provides on-line access to "Knowledge Base" articles, and the ability to submit and monitor customer reported issues/problems.
6. Emergency Keys: In the event of a server hardware problem, additional software keys for a stand-by server.
7. Software Updates/Upgrades: K-PAR exclusively determines the timing and contents of software updates and upgrades. Software updates are normally, but not limited to, patches for current hardware and OS's and minor improvements. Software upgrades are normally, but not limited to, new hardware support, new OS support, major improvements and new features. New software versions are normally, but not limited to, major product change(s), new features and new storage technologies.
* Americas and Asia
° EMEA (Europe, Middle East, Africa)
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