Technical Support Plans
NetMotion Wireless provides Premium and Standard support level plans for Mobility XE, and Standard support level for Locality.
Premium (24x7) Support Program
We highly recommend Premium Support, particularly for larger deployments and customers who want the peace of mind that 24x7 technical support provides. In addition to 24x7 phone support for critical issues, the Premium Support Program includes all major release upgrades at no additional charge. Premium Support is available for an annual fee based on the cost of your licenses. Please see the chart below for more information on this Support Program.
Standard Support Program
Included in the annual maintenance for every client license, the Standard Support Program covers business hour technical support via telephone, e-mail, and web-based support requests. Web-based support includes access to a comprehensive library of technical notes, white papers and other resources and online support requests. For more information on this Support Program, please see the chart below.
Premium and Standard Support Programs are available at a discounted rate when more than one year of service is purchased at one time. Please contact sales for a support quote.
Service Level Agreement:
For more information on the definition of severity levels and response times, please view our Technical Support Service Level Agreement (SLA)
Support Plan Comparison
|
Technical Support |
Standard |
Premium |
|
Phone, e-mail, and web-based support requests 5am to 5pm PT, Mon-Fri (except business holidays) |
X
|
X
|
|
Access to technical notes and white papers |
X
|
X
|
|
24x7 phone support for critical issues |
|
X
|
|
Guaranteed response times based on severity level |
|
X
|
|
Product Support |
Standard |
Premium |
|
Discounts on upgrades, additional licenses and new products |
X
|
X
|
|
Upgrades to minor releases and maintenance releases |
X
|
X
|
|
Upgrades to major releases* |
|
X
|
* Product upgrades associated with the Premium Support offering do not include separately licensable components, unless those components have been purchased along with Premium Support.