Horizon DataSys
Purchasing Annual Technical Support Packages
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 Comparison
Support Plan Feature |
Silver Care |
Gold Care | Platinum Care |
| 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 | | ||
| Call-Back Phone Support (USA & Canada) | |
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| New Version Discounts: Upgrade Path | 25% | 50% | Custom Pricing |
| New Additional Product Discounts: | - | 50% | Custom Pricing |
| Notifications and alerts: New Versions | |
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| Notifications and alerts: Hotfixes & inline fixes | | ||
| Named Key Support Contacts | 1 | 1 | 5 Technicians + 1000 Customers |
| After-hours pager support for Mission critical issues only | | ||
| Remote diagnostics (client authorization only) | | ||
| 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 | 25 |
| Customer Roles using our support portal |
Customer: Can create thier own support tickets |
Customer: Can create thier own support tickets. |
Customer: Can create thier own support tickets. Consultant / Resellers: Client gains the ability to support thier clients in their assigned Account. Account Administrator: Submit On Behalf Of feature is enabled. The Account Reviewer and Account Administrator roles gain the ability to create tickets for thier Customers within their assigned Account. |
| Annual Support Costs | Free | 15% | 15% |
Annual Support Plan Benfits
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 and Platinum care clients receive 25% 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
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
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
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 25 licenses for thier organization or educational institution.
