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Direct Comprehensive Support Plan
Under the Direct Comprehensive Support Plan Cantata supports
the end-user/service-provider operations personnel directly.
This plan is available for SnowShore IPMedia Server
and IMG 1010 products only.
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Service Feature |
Description
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| Supported Products |
- IMG 1010 and Media Server
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| Terms offered |
- One, two or three year contracts available
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| Remote Technical Support |
- Normal hour of coverage are 8:00 am - 5:00 pm EST, Monday
- Friday
Additional limited local support is available in other
European and Asian locations.
- 24 x 7 Emergency support for live systems is available
24 x 7 x 365 Nights, Weekends and Holidays
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| On-Site Assistance |
- Available as deemed necessary by Cantata Support Manager.
Customer pays Travel Expenses
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| Software Services |
- Software Updates include Minor and Maintenance Releases
as Software Updates. Excludes new features and functionality
- Software fixes are included for Current Minor Release
and 1 Release back
- Included Right to Copy Fixes to all equipment covered
under plan
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| Hardware Services |
- Request a Return Material Authorization (RMA) and we will
receive your defective product, repair it and return it
to you within 30 days from receipt. Out-of-box failures
include an advanced exchange.
- Advanced Replacement service is available upon request.
We commit to ship within 3 days for your advanced Exchange
requests.
- In an emergency we will ship advanced replacements
within 24 hours, or the next business day. Note: this
service should not replace on-site spares or redundancy
options.
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| Web Services |
- Online customer support site access to submit your
Assistance Requests (ARs) right from our Web site. Review
your previous Assistance Requests for status as well.
- Searchable FAQs and Technical Documentation for your
supported products
- Electronic Bulletin Board Service (BBS) to upload and
download log files, etc. Upload all your available software
updates.
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| Technical Training |
- IMG product coverage includes computer based training
- Media Server training is available for a fee
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Notification Services |
- Product Change Notifications (PCNs)
- Field Bulletins
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NOTE: This document is not a contract. To see a copy of
the Cantata Comprehensive Support agreements, please ask
your Sales representative. |
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