Horizon DataSys's provides additonal support services and software maintenance; ensuring that your systems are running at the speed of your business. With unlimited technical support available during the term of the support plan, our customers obtain a rapid resolution to all of their product related issues.
SILVER |
Free - available for all purchases |
Includes our standard support benefits at no additonal cost to our clients |
GOLD |
Consumer Sales |
Includes Lifetime updates and upgrades to new builds and versions of our software. Purchase of this support package is only available at the time of purchase of the software licenses. |
PLATINUM |
Commercial and Educational Sales |
Includes our volume based price protection, flexible licensing and our Platinum client upgrade path. Purchase of this support package is only available at the time of purchase of software licenses. |
With our annual maintenance plans 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 available to our GOLD and PLATINUM clients. 
Our software maintenance purchase options are available (as an option) at the time of purchasing software licenses.
|
Support Plan Features |
Silver Support(Free) |
Gold & Platinum Support(Optional at time of purchase) |
|
Online Support |
|
|
|
E-Mail / Ticketing Support Portal access |
 |
|
|
Knowledge Base Access |
|
|
|
Community User Forum Access |
|
|
|
Priority Support |
|
|
|
Gauranteed Support response time |
N/A -usually within 48 business hours |
|
|
Maximum number of Support ticket requests |
6 per year |
|
|
Call back Phone Support (USA & Canada) |
|
|
|
E-Mail notification of important new builds, patches and updates to in-line versions |
|
|
|
Upgrades to New and/or Future Versions |
Must purchase new versions |
|
|
After-hours pager/ cell support for Mission critical issues and Remote diagnostics (client authorization only) |
|
|
|
Cost of annual support plan |
FREE |
Gold: 20% of license cost Platinum: Between 13% to 20% of license cost. |
Silver Care is offered to all guest clients and customers that do not choose any paid 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.
Our GOLD support customers receive free lifetime updates to all new versions that become available, along with prompt ticket and call back service levels. Gold support is offered as an option at the time of initial product purchase of your product license(s).
Platinum Care is an advanced support level agreement that is designed for organizations and educational institutions that require a flexible upgrade path in conjunction with price protection for large deployment. In addition, Platinum care clients receive our priority ticket response (gauranteed 5 business hours), along with notifications of important new builds, hotfixes and patches. Platinum Care is a service level agreement is available to clients that purchase a minimum of 5 licenses for thier organization or educational institution.
