Omtool™ - Omtool's Advantage Customer Support Entitlements
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Advantage Support

Advantage Support customers can call with inquiries about the Omtool product. These inquiries include using the product, enabling product features to meet specific requirements, and reporting problems and other related matters.

Technical Support

Technical support is available 24 hours a day, 5 days a week from Monday at 12:00 a.m. EST through Saturday at 12:00 a.m. EST. The response procedure will vary, depending on the time of the call. See below:
  • 8AM- 8PM EST: Customer Service Representatives are available to open a support ticket and will report the current estimated response time upon request. There is a 4-hour response time.
  • 8PM- 8AM EST: After Hours Emergency Technical Support is available for all contracted customers. A Technical Support Engineer will be paged and will return the call within the designated timeframe. There is a 4-hour response time.
  • All reasonable efforts will be made to meet the estimated response time(s). Response times are estimated, but are not guaranteed.
The toll free number is (888) 303-8098. Unlimited toll free access to the Omtool Technical Support Center is provided for Advantage Support customers. The toll free number is accessible from anywhere within the United States and Canada.

Electronic Support

Advantage Support customers under agreement will receive 24-hour access to Omtool's Support Web site at www.omtool.com.

Under the Technical Support page, Advantage Support customers will find our Knowledge Base Support Services, including an FTP site for software downloads. Advantage Support customers may submit technical support requests using the on-line form or by e-mail and fax. Advantage Support customers can also:

  • Access the Knowledge Base on-line library
  • Obtain software downloads at www.omtool.com
  • Send e-mail to support@omtool.com. There is a 2-day response time.
  • Fax a Technical Support question to 978-659-1301. There is a 2-day response time.

Software Maintenance Releases

Maintenance releases will only be available to the Advantage Support customer who has been under an active maintenance agreement thirty (30) days prior to the shipment of a maintenance release. These intermediate releases contain many general and non-specific improvements to the code base developed through the normal course of software engineering. They may also include operational enhancements to existing core products, minor new features, and bug fixes.

Maintenance releases are applied to the current version of software. They do not include software version upgrades that are sold, licensed, or otherwise marketed separately.

Advanced Exchange

The original manufacturer warranty (1 year) on the fax boards is passed through to the Advantage Support customer. Advantage Support customers may contact the manufacturer for warranty services after the one (1) year period.

Omtool offers a service of advanced ship for an Omtool-supplied modem in exchange for an in-warranty defective modem. Advanced hardware exchange is available for all in-warranty replacement hardware for a fee. The fee ranges from $300.00 to $1,500.00 and is dependent on the board. Freight charges and taxes, if applicable, are also applied. Advantage Support customers will ship the defective modem to Omtool and Omtool will process the repair/replacement for them.

Any repair charges assessed to Omtool by the manufacturer, for any reason, will be billed to the Advantage Support customer. Purchase orders or payment is required prior to return of the advanced exchange/replacement.

The Advantage Support customer also has the option of processing in-warranty exchange/repair directly with the hardware manufacturer. Typical lead-time is 30 days. Further information can be found in the original documentation, shipped with the hardware or by visiting the vendor's website.

Advantage customers who have purchased the Dialogic Pro Standard Support, advance replacement will be processed through Dialogic.

If a board is purchased through an Omtool reseller, then the board exchange must be handled through that reseller.

Installation & Integration Services

This service is not included as an entitlement of your support contract. Omtool provides installation & integration services to speed the deployment and insure quality operation of our fax and secure e-mail products. As part of the installation & integration service, Omtool will dispatch a qualified installation engineer to the customer site, to install and configure the application specifically for the environment. For more information and pricing, please visit www.omtool.com or contact your Regional Manager.

Due to the potential complexity of custom configuring the installation, Omtool cannot provide full installation & integration services over the telephone. In the event the customer chooses not to contract for on-site installation & integration services, Omtool will provide basic installation support including answering questions and providing minor installation problem resolution by telephone. This service is offered with a four (4) hour maximum. If the installation phone support reaches the four (4) hour maximum, the customer will be asked to purchase full on-site services, and a qualified installation engineer will be dispatched to install and configure the software.

Cost

Advantage Support will be invoiced at twenty (20%) of the total list price of software products purchased, unless otherwise noted.

Omtool automatically invoices the Advantage Support customer for their renewal one to two months prior to expiration. In order to reinstate an Advantage Support contract which is 30 days or more (up to one year) past due, the Advantage Support customer will be charged an additional 10% of the total list price of software products purchased. Advantage Support contracts which have expired for one year or longer will be charged an additional 40% of the total list price of software products purchased in order to reinstate support. Omtool reserves the right to suspend or interrupt support for the Advantage customer for any contracts that are 45 days past due.

The terms of your maintenance agreement is for one (1) year and is renewed on an annual basis. Maintenance payments and support dates can be adjusted several ways due to overpayment or billing error. Omtool allocates resources to provide the support for an entire year and unfortunately reimbursement of all or part of the support maintenance is not economically possible. For more information please contact the Support Renewal department at 888-303-8098.

Please Note: There is a $995 contract minimum for all Fax Sr., AccuRoute, Genifax, and Genidocs products.

Software patches and service packs will no longer be generated against any versions prior to Fax Sr. 3.2. Customers not wishing to upgrade to 3.2 are entitled to purchase Advantage Support at an additional charge. Pricing for the retired versions are as follows:

  1. Customers running versions prior to Fax Sr. 3.1, Genifax 3.4 or AccuRoute 2.1 will be charged 30 % of list price for their contract renewal.
Advantage Support does not include:
  • Product upgrades
  • Product upgrades for third party products sold and/or supported by Omtool
  • Installation & Integration Services*
  • Training
  • Consulting Services (product modifications or custom programming)
  • Unsupported configurations and third party applications support
  • Weekend support
  • Company designated holidays
*See exception listed in the Installation & Integration Services section of this document. If you would like more information regarding the above services, please visit www.omtool.com or contact your Regional Manager.