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To maximize the availability
of Bristol software and insure your company's
investment, we offer a range of support
programs. From basic coverage during regular
support hours, to 24 hour coverage, and
even on-site problem resolution, all programs
include Bristol's commitment to maintaining
your company's uninterrupted use of Bristol
software.
All programs include Bristol's commitment
to support and dedication to resolving the
reported problem. Our goal is to maximize
the return your company realizes on Bristol
software. |
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| Base Program |
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800
number for telephone support |
 |
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On-line
telephone support |
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Three
trouble tickets per month |
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Support
is available from 8:00 AM to
4:00 PM west coast time |
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| Standard Program |
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800
number for telephone support |
|
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On-line
telephone support |
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Maintenance
releases of your software |
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Preferred
pricing on upgrades |
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Free
re-hosting |
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Unlimited
phone calls |
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Unlimited
email |
|
Support
is available from 8:00 AM to
4:00 PM West Coast time |
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| Priority Program |
|
Extended
support hours, 8:00 AM to 8:00
PM Eastern time |
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Calls
from customers with a Priority
agreement are handled before
standard calls |
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An
accelerated escalation path
if Technical Support is unable
to resolve the problem |
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800
number for telephone support |
|
On-line
telephone support |
|
Maintenance
releases of your software |
|
Preferred
pricing on upgrades |
|
Free
re-hosting |
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Unlimited
phone calls |
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Unlimited
email |
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| 247 Program |
|
Support
is available 24 hours a day,
seven days a week |
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One-hour
response time to phone calls |
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Customers
with a 247 agreement can use
the 800 number or a special
mobile number for direct access
to field technical support personnel |
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An
accelerated escalation path
if Technical Support is unable
to resolve the problem |
|
800
number for telephone support |
|
On-line
telephone support |
|
Maintenance
releases of your software |
|
Preferred
pricing on upgrades |
|
Free
re-hosting |
|
Unlimited
phone calls and email |
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| 247 OSR Program |
|
Highest
priority given to calls placed
by 247 OSR customers |
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Problem
resolution by close of the following
business day |
|
On-site
visit by a field engineer if
problem is not resolved by the
following business day |
|
Support
is available 24 hours a day,
seven days a week |
|
One-hour
response time to phone calls |
|
Customers
with a 247 agreement can use
the 800 number or a special
mobile number for direct access
to field technical support personnel |
|
An
accelerated escalation path
if Technical Support is unable
to resolve the problem |
|
800
number for telephone support |
|
On-line
telephone support |
|
Maintenance
releases of your software |
|
Preferred
pricing on upgrades |
|
Free
re-hosting |
|
Unlimited
phone calls |
|
Unlimited
email |
|
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| Terms and Conditions of the 247 OSR
Program: |
1. The goal of the
247 OSR program problem resolution is to
close a trouble ticket by the end of the
following business day. The Bristol Group
reserves the right to start the clock on
the trouble ticket at the time when it has
received a complete description of the problem,
all necessary log and/or ancillary files,
and any other requested information needed
for troubleshooting.
2. Bristol will determine if the reported
problem is the result of a malfunction of
Bristol software. If in Bristol's determination
it is not, Bristol will do its best to offer
workarounds and suggestions to resolve the
problem. Problems which are not caused by
Bristol software but cause Bristol software
to malfunction are not subject to an on-site
visit.
3. If Bristol determines the problem to
be caused by Bristol software and is unable
to resolve the problem within the time frame
described in paragraph a, Bristol will send
a field engineer to the customer site. Bristol
will make best efforts to place a field
engineer at the customer site within 72
hours of the time that Bristol determines
the problem to be caused by Bristol software. |
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