When you invest in a leading desktop solution, you want to ensure that your software and your systems are up-to-date... Horizon DataSys's Annual Maintenance will ensure that your systems are running at the speed of your business. With automatic reminders of updates and upgrades, our premier support clients never have to wonder if their software is out-dated or if a new release is available. Additionally, with unlimited technical support available during the term of the Maintenance Contract, our customers can obtain a rapid resolution to all of 
their product related issues.
Support Plan Feature |
Silver Care |
Gold Care |
Platinum Care |
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Annual Support Purchase Eligibility: Minimum License(s) |
1 |
1 |
10 |
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Online Support |
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Knowledge Base |
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Community User Forum Access |
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Unlimited Support Ticket Requests |
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Priority routing of issues |
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- Support response: within 24 hours |
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- Support response: within 3 business hours |
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Call-Back Phone Support (USA & Canada) |
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New Version Discounts: Upgrade Path |
N/A |
50% |
New Versions Included |
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New Additional Product Discounts: |
N/A |
50% |
Custom Pricing |
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Notifications and alerts: New Versions |
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Notifications and alerts: Hotfixes & inline fixes |
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Named Key Support Contacts |
1 |
1 |
5 Technicians + 1000 Customers |
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After-hours pager support for Mission critical issues only |
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Remote diagnostics (client authorization only) |
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Access to beta products (not guaranteed acceptance) |
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Priority consideration of Feature Requests |
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Annual Support Purchase Eligibility: Minimum Licenses |
1 |
1 |
10 |
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Annual Support Costs |
Free |
15% |
15% |
With a annual maintenance plan you'll stay current with the latest updates, patches and builds. In addition, our Maintenance customers gain insight into more productive and useful ways to use Horizon DataSys products through our senior technical service representatives. Any major version updates or new versions of our products, as defined in our software upgrade policy, are required to be purchased. Our Gold care clients receive 50% discounts on all major version updates and new products.
Our software maintenance purchase options are available for purchase (as an option) at the time of purchase.
Silver Care is offered to all guest clients and customers that do not choose any alternative support package. Silver has all the basic benefits for end-point users that are self-serving and would like to maintain their perpetual license with basic support options. Silver Care is Free to all users, and Guest accounts.
Gold Care is an option that delivers advanced support options and benefits to advanced end-point users and business that require a cost effective upgrade path, and more prompt ticket and call back service levels. Gold Care is offered as an option at the time of initial product purchase. Gold level support can also be purchased by existing Silver level customers, that wish to upgrade their service level.
Platinum Care is an advanced support level agreement that is designed for organizations and educational institutions that require all the benefits of Gold care. In addition, Platinum care clients receive our fasted priority ticket response (3 business hours), along with notifications of new builds, hotfixes and patches. Platinum Care is a service level agreement that is automatically assigned to Gold care clients that purchase a minimum of 10 licenses for thier organization or educational institution. All new version product updates are provided for free to all Platinum Care customers.
