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OTview has adopted the support philosophy that "one size does not fit all" On Track customers. Every business has a different technology adoption strategy resulting in different technical support requirements. Some customers have invested in a strong internal technical support team and desire to control all hardware, networks, and application software maintenance. Others, outsource technology support to a local consulting firm but leverage application software vendors to provide expert user support. Third, some companies desire application software companies to provide comprehensive user and maintenance support. At OTview, we tailor our support to each customer with three basic foundation offerings.
OTSelf:
OTSelf Maintenance - Targeted for customers that embrace the power of an open software solution and want to perform software support and maintenance independent of OTview. Annual Support Fee - not applicable
Options -
1. Telephone support * - Otview offers a prepaid telephone support package. This offering is an annual package that allows the user to select a defined number of calls per month. Ask your OTview sales representative for current pricing.
2. Software upgrade - Software upgrade versions may be purchased when available. Upgrades will include source code upgrades with documentation detailing the purpose of each change. The customer will be responsible for adapting the upgrade code to function in their version of OTview. Upgrade fees are calculated as a standard price percentage of the then current list price of the customer's licensed software.
* Telephone support is available 8am to 5pm EST, on all business days excluding holidays
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OTStandard:
OTStandard Maintenance - Targeted for customers that will provide their own software administration but rely on OTview to provide software maintenance and occasional expert user support.
Annual Support Fee - A prepaid annual charge that is calculated as a standard list price percentage of the then current list price of the customer's licensed software. Ask your sales representative for the OTStandard percentage that would be applicable to your installation.
Telephone support *- OTStandard customers are entitled to the following telephone support:
1. Up to 12 user-related calls annually from any authorized contact.
2. Unlimited calls per year for application software problems from up to three designated contacts.
Software upgrade - A minimum of 1 software upgrade will be provided per annum. The package will include source code upgrades with documentation detailing the purpose of each change. OTview support will perform the upgrade to the standard OTview software. In the event the customer's system has been customized, OTview will offer professional services to appropriately implement the upgrade at the then standard hourly service price.
* Telephone support is available 8am to 5pm EST, on all business days excluding holidays
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OTPremium:
OTPremium Maintenance - Targeted for customers that desire OTview to provide their application software administration function, all related software maintenance, and regular expert user support.
Annual Support Fee - A prepaid annual charge that is calculated as a standard list price percentage of the then current list price of the customer's licensed software. Ask your sales representative for the OTPremium percentage that would be applicable to your installation.
Telephone support * - OTPremium customers are entitled to unlimited user or software problem calls from up to five designated contacts.
Software upgrade - A minimum of 1 software upgrade will be provided per annum. The package will include source code upgrades with documentation detailing the purpose of each change. OTview support will perform the upgrade to the standard OTview software. In the event the customer's system has been customized, OTPremium includes four hours of professional services to appropriately implement the upgrade. All additional services will be provided at the then standard hourly service price.
* Telephone support is available 8am to 5pm EST, on all business days excluding holidays
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