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Support Includes

Support Does Not Include

  • Assistance with issues found during installation
  • Guidance with basic configuration issues
  • Guidance with supported integrations
  • Identifying and troubleshooting issues found in the system
  • Assistance with issues found during upgrades
  • Customers without a valid maintenance agreement
  • Help with Unsupported Versions of the Software
  • Issues involving installations on unsupported platforms (see minimum requirements section of the installation guide)
  • Backup or other maintenance of the OnPrem server(s)
  • Third-party application support
  • Non-English language support
  • Items covered by   Professional Services

Professional Services

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  • Training
  • Migration
  • System & Performance tuning
  • Deployment & Capacity Planning
  • Installation & Upgrade Services
  • Creating/Assistance/Updating Custom Reports & Queries
  • Custom development of translator/scripts
  • Custom product features

General Statement of QMetry's Responsibilities

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QMetry's standard problem resolution support shall include email support. QMetry shall e-mail assistance to Licensee with respect to use of the Software and Service to resolve Defects at an e-mail address designated by QMetry from time-to-time. Support Services will be available 9AM 9 AM to 6AM 6 AM Indian Standard Time, Monday through Friday (9 PM to 6 PM PDT Sunday through Friday) / 8 pm to 5 pm PST ), Monday through Friday(Daylight Savings Off) , excluding any Federal and State of California recognized holidays, a list of which may be obtained from QMetry at Licensee’s request.

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