Support Overview

Uniplex products are sold through many different distribution channels, each of which has its own support requirements. Thus, Uniplex does not bundle any installation or continuing support services with a new license or product upgrade.

Uniplex does however provide tailored support programs to meet the needs of any customer who is unable or unwilling to obtain support from their local reseller. Uniplex support is provided via telephone, facsimile, e-mail, the Uniplex Web site, and via direct login to the customer's system, generally by ftp and telnet access over the Internet. All supported customers are assigned a contract number. One or more support centers may be defined for each account. Support requests can submitted via telephone, facsimile, e-mail, or the on-line web form and are assigned a support call number.

Open support calls are tracked via a comprehensive electronic database and are monitored on an hourly basis by management. Problems that cannot be resolved immediately are submitted to the Uniplex problem database as either product problems to be fixed in an upcoming release or as requested product enhancements. The problem database is also tracked electronically and forms the basis for large portions of subsequent product releases.

Available support packages:

Installation Agreement. One-time product support for thirty days from the date of registration.

Uniplex Remote Installation Service. New/upgrade installation service provides installation and testing by Uniplex remotely via either Telnet/Internet (preferred) or a remote dial-in.
This service includes the setup and testing.

Ad-hoc Support Agreement. Product support is provided on a one-time basis only, charged hourly.

Support Agreement. Product support only. One year term.

Maintenance Agreement. This includes the features of a Support Agreement and also provides a 50% discount on new releases of the software with minor maintenance releases provided at no charge. One year term.

Uniplex Administration Agreement. This includes the features of a Maintenance Agreement and also provides complete remote administrative support for the customer’s Uniplex system in the situation where the customer lacks anyone on-site capable of handling this task. The customer must provide ftp/telnet access to their system via an Internet connection. One year term.

Unix Administration Agreement. This includes the features of a Uniplex Administration Agreement and also provides complete remote administrative support for the customer’s Unix system in the situation where the customer lacks anyone on-site capable of handling this task. The customer must provide ftp/telnet access to their system via an Internet connection. One year term.

For further details contact your local Uniplex sales office.