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

Advantage Gold 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, 7 days a week. The response procedure will vary, depending on the time of the call. See below:
  • 8AM- 5PM EST: Live response or timely call back by a Dedicated Support Engineer, typically less then 2 hours. Calls originating after 5PM EST may require a longer callback period and will not be handled by your Dedicated Support Engineer.
  • 5PM- 8AM EST weekday, weekends and designated Omtool holidays: After Hours Emergency Technical Support is available. A Technical Support Engineer will be paged and will return the call within the designated timeframe. There is a 2-hour response time.
  • All reasonable efforts will be made to meet the estimated response time(s). Response times listed 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 Gold Support customers. The toll free number is accessible from anywhere within the United States and Canada.

Electronic Support

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

  • Access the Knowledge Base on-line library
  • Obtain software downloads: www.omtool.com/support.
  • Send e-mail to support@omtool.com. There is a 2-day response time.
  • Fax a Technical Support question to 978-327-1301. There is a 2-day response time.

Pro-Active Help Desk Support

Geared toward customers with medium to large-scale MIS services, the Dedicated Support Engineer maintains an ongoing pro-active relationship with designated help desk administrators. The Dedicated Support Engineer will schedule conference calls for status updates and communicate important service notes and other topics in a timely manner.

API and Developer Support

The Dedicated Support Engineer may also assist the Advantage Gold Support customer's integration efforts at the API (Application Programming Interface) level. Support is limited to the base licensed version functionality of the software.

Enterprise Deployment Support

The Dedicated Support Engineer can offer recommendations for phased installations and corporate-wide deployments. In addition, the Dedicated Support Engineer can help assess the need for Omtool Professional Services.

Please note: Advantage Gold Support does not include Installation and Consulting Services. If you would like more information regarding these services, please visit www.omtool.com or contact your Dedicated Support Engineer.

Priority Escalation to Engineering

Incidents that are determined by Omtool to need further engineering investigation will be escalated to the Omtool Development team. Engineering response times will vary according to the nature of the problem(s), with the highest priority given to those problems that are designated as P1 (systems down, unable to continue).

Software Maintenance Releases

Maintenance releases will only be available to the Advantage Gold 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 the software. They do not include software version upgrades that are sold, licensed, or otherwise marketed separately.

Advanced Exchange

The original manufacturer warranty is passed through to the Advantage Gold Support customer. Advantage Gold Support customers may contact the manufacturer for warranty services after the one (1) year period. In addition, 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 at no extra charge to Advantage Gold Support customers.

Advantage Gold Support customers also have the option of Return to Factory for repair/replacement. Advantage Gold Support customers will ship the defective modem to Omtool and Omtool will process the repair/replacement for them. Typical lead-time is 14 days. Any repair charges assessed to Omtool by the manufacturer, for any reason, will be billed to the Advantage Gold Support customer. Payment is required prior to return of the exchange/replacement.

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

Cost

Advantage Gold Support will be invoiced at thirty percent (30%) of the total list price of software products purchased plus $15,000.00, unless otherwise noted.

Omtool automatically invoices the Advantage Gold Support customer for their renewal one to two months prior to expiration. In order to reinstate an Advantage Gold Support contract which is 30 days or more past due, the Advantage Gold Support customer will be charged an additional 5% of the total list price of software products purchased. Omtool reserves the right to suspend or interrupt support for the Advantage Gold customer for any contracts that are 45 days past due.

The term of the maintenance agreement is one (1) year and is renewed on an annual basis. For more information, please contact the Support Renewal department at 888-303-8098.

Advantage Gold Support does not include:

  • Product upgrades
  • Installation & Integration Services
  • Training
  • Product modifications or custom programming
  • Documented configuration and application support

If you would like more information regarding the above services, please visit www.omtool.com or contact your Regional Manager.