|
Home
> Support
Plans > Comprehensive Indirect
Indirect Comprehensive Support Plan
Under the Indirect Comprehensive Support Plan Cantata supports
the intermediary support entity (e.g. Distributor, Developer,
VAR, OEM, etc.) directly. The intermediary support entity has
extensive knowledge of the application and how it relates to the
Cantata platform and therefore provides the direct support to
the end-user/ service-provider.
This plan is available for CSP 2090, MSP 1010, IMG 1010 and SnowShore
IP Media Server products.
|
Service Feature |
Description
|
| Supported Products |
CSP, MSP 1010, IMG 1010 and SnowShore IP Media Server
|
| Terms offered |
One, two or three year contracts available
|
| 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
|
| On-Site Assistance |
Available as deemed necessary by Cantata Support Manager.
Customer pays Travel Expenses
|
| 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
|
|
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.
|
| 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.
|
| Professional Services for CSP / MSP product
|
- Includes Four Professional Services days per year at
Cantata's facility (remote services available). Statement
of Work (SOW) will be developed for your Professional
Service request. Professional Services can easily be customized
to meet your needs.
- Examples of Professional Services that can be requested
are:
- Application Design consultation
- Benchmarking
- Planning consultation
- Analysis consultation
- Design implementation
- Other services as agreed to
|
| Technical Training |
- MSP/ CSP product coverage includes two student seats
per year in any of our standard MSP/ CSP courses.
- IMG product coverage includes computer based training.
- Media Server training is available for a fee
|
Notification Services |
- Product Change Notifications (PCNs)
- Field Bulletins
|
|
NOTE: This document is not a contract. To see a copy of
the Cantata Comprehensive Support agreements, please ask
your Sales representative. |
 |
