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In conjunction with the 14 day free
trial of OfficeCalendar, Lookout Software, LLC. provides free technical
support to all parties during their free trial period. The three methods
of receiving free technical support during your free trial of
OfficeCalendar include:
1.
Unlimited 24 hour a day, 365 days a year, access to Lookout Software's
online support
knowledge base. The online knowledge base includes FAQs on the
usability of OfficeCalendar as well as common technical scenarios that
may be encountered while using OfficeCalendar.
2.
Online
interactive trouble-ticket system. Submissions are accepted 24 hours
a day, 365 days a year. Trouble-tickets submitted are reviewed during
normal business hours (Mon - Fri, 9am - 5pm CST) and responses are
generally received within 2 hours or less (if received during normal
business hours).
3.
Phone support - Phone support is available during normal business hours
(Mon - Fri, 9am - 5pm CST). Escalation of a particular trouble-ticket to
phone support is solely at the technical support department's
discretion. In order to have a technical issue addressed over the phone,
one must have already submitted an
online
support ticket. If escalated to phone support, a technical support
representative will contact you or your trouble-ticket will be updated
with the technical support phone number.
With each purchase of
OfficeCalendar, the customer is given the opportunity to purchase an
Annual Maintenance & Upgrade Protection Plan for their OfficeCalendar
installation. The OfficeCalendar Annual Maintenance & Upgrade Protection
Plan is a two-fold service plan including technical support for the
OfficeCalendar software product as well free OfficeCalendar upgrades for
the plan duration.
While covered under the Annual
Maintenance & Upgrade Protection Plan, customers can receive technical
assistance with their OfficeCalendar installation via the following
methods:
1. Unlimited 24 hour a day, 365
days a year, access to Lookout Software's
online support
knowledge base. The online knowledge base includes FAQs on the
usability of OfficeCalendar as well as common technical scenarios that
may be encountered while using OfficeCalendar.
2.
Online
interactive trouble-ticket system. Submissions are accepted 24 hours
a day, 365 days a year. Trouble-tickets submitted are reviewed during
normal business hours (Mon - Fri, 9am - 5pm CST) and responses are
generally received within 2 hours or less (if received during normal
business hours).
3.
Phone support - Phone support is available during normal business hours
(Mon - Fri, 9am - 5pm CST). Escalation of a particular trouble-ticket to
phone support is solely at the technical support department's
discretion. In order to have a technical issue addressed over the phone,
one must have already submitted an
online
support ticket.
**Note
that Maintenance & Upgrade Protection may not be purchased for a segment
of an installation. If purchased, all licenses within the installation
must be covered**
In addition
to the 12 months of technical support assistance outlined above, the
purchase of the Annual Maintenance & Upgrade Protection Plan also
includes, free of charge, all OfficeCalendar updates and upgrades
released during a customer's 12 month plan period. Customers who elect
to not purchase an Annual Maintenance & Upgrade Protection plan with the
purchase of their original OfficeCalendar licenses may opt to purchase
the OfficeCalendar upgrades at a later date at $39.95 per license.
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