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The Asta Support Package is designed
to help you make the most of your investment
in Asta software (1)
It is recommended
that you take out the support package in order to benefit
from a comprehensive range of technical support services,
as well as participate in the community of Asta users through
user groups and newsletters.
The Asta Support Package is underpinned by a service
level statement, which outlines the service levels you can expect to receive
from Asta during the term of your support contract.
This is your guarantee that the investment you make in support
will deliver the service levels you expect.
The support contract is renewable annually. It provides
the following benefits to you and your staff:
Benefits
Technical support
Telephone support for all supported users in your organisation
is available during standard
office hours during the contract
period. You can make an unlimited number of technical
support calls to the help desk during the period of your
contract (2).
Enquiries are also encouraged by email, fax or post. We
operate a tightly controlled call logging system
to ensure that all support calls are resolved as quickly
as possible. Automated procedures are in place to ensure
that any unresolved calls are escalated where necessary.
Free software upgrades
Asta has a firm commitment to developing its core products
in line with customer requirements. As a supported customer,
you are entitled to free upgrades on all the software you
have purchased. This includes both minor software upgrades
(services releases) as well as major upgrades that typically
offer significantly enhanced functionality.
Free licence replacement
For customers using software that is ‘code protected’,
we provide free licence code replacement in the event of
loss or damage. For customers using the old style licence
protection mechanism (know as dongles), we offer cost effective
licence replacement in the event of loss, theft or damage.
Full details are available on request.
Free fixes
If your project file becomes corrupted or damaged, you can
email it to the Help Desk who will fix it free of charge
on a best endeavour basis.
User groups
Asta User Groups are held at regular intervals in a number
of locations throughout the UK. User groups are a good
opportunity to meet fellow users, find out about new software
releases and contribute to the product development process.
Customer support website
A customer log-in area is provided on the Asta website for
supported corporate customers. This provides a library
of Frequently Asked Questions (FAQs), newsletters, details
of user groups and more.
Powerlines
You will receive a free corporate subscription to Powerlines,
the Asta customer newsletter, which is produced at least
two times a year. In addition, you will be offered the
opportunity to subscribe to free customer e-newsletters.
Standard support contract terms
The standard support contract is offered under the following
terms:
- The corporate support contract must be kept continually
up-to-date. If it is allowed to lapse for 6 months
or more, then the price to reinstate support
will increase to £450
per licence.
- All software licences currently in use
must be included in the corporate support contract.
- The
contract holder must declare, in writing, any
unused licences. These will not be included in
the support
agreement. Reactivation of these licences will incur a fee of £450
per licence.
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