Support & Maintenance Terms

  • Support Email:
  • Case Logging
    • Email Support
  • Service maintenance, which includes maintenance releases, enhancements, new versions, additions and modifications to the Service, that it provides to all other customers under support for no additional fee.
  • Bug fixes to bring the Service into substantial conformance with its then current user guide.
  • Resolution Process for issues:
    1. Trouble Ticket opened
    2. Assign engineer to determine and correct the error
    3. Periodic reports on the status of the correction
    4. Initiate work to correct the error
  • Scheduled Maintenance Outages are usually scheduled midnight to 3am EST and customers are usually notified via webpage and email.