Support Services Include
Technical Support is the "How to" telephone and
e-mail support and is free while your systems are
covered by a Software Support Service contract. All
technical support is based upon an incident. An
incident may require a number of separate telephone
calls in order to resolve the issue(s).
Technical Support Incidents (TSI) will be considered
closed or complete when the earliest of the following
occurs:
 | the client informs us that all is okay, or |
| three business days have lapsed since the client
was last heard from. |
If a client is not covered by a Software Support
Service contract (see below), they must pre-pay for a
Technical Support Incident (TSI) before support
will be provided. Each Technical Support Incident costs
$150.00
If you are not covered by Software Support Service,
contact us to arrange for a
TSI.
Software Support Service (SSS) is a fee-based program
that provides you with ongoing access to Technical
Support and regular product improvements. It includes
the following benefits:
| Telephone and e-mail access to our technical
support engineers.
|
| Access to the DIS Support Frequently Asked
Questions (FAQ). |
| Notification by email of new releases of your
licensed products, including bug fixes, product
enhancements, and new documentation when available.
|
| Access to the secure download section of the DIS
Support Web site to obtain patches, updates, and
upgrades. |
The first year of Software Support Service is
provided at no cost; thereafter you will receive a
yearly bill for the service.
All updates, upgrades, and patches will be delivered
electronically via our secure download site. Notices
will be delivered via email whenever possible.
The fee that you pay for Software Support Service is
used to fund on-going enhancements to your licensed
application. You avoid version upgrade costs and
conversion headaches and get unlimited free Technical
Support. All-in-all it is a great deal!
After the no-cost first year of Software Support
Service, you have the option to purchase annual Software
Support Service for your licensed systems. The annual
fee is 7.5% of the original purchase price. System
add-ons will be prorated such that you will have only
one annual payment. You will receive a service bill
several months in advance of your Software Support
Service anniversary date.
| If your Software Support Service lapses, you may
reinstate it within 3 years of the expiration date
by paying for the lapsed support term plus a
reinstatement charge. |
| If you do not purchase Software Support Service
and you wish to upgrade to the current version at a
later date, the upgrade price is 65% of the current
list price. |
| If you plan to use your Imaging Software for the
long term, the most cost-effective approach is to
remain current under a Software Support Service
contract. |
Much time and effort has been invested in developing
help topics throughout our imaging products. Several
support options are available from our support
department for those that may need it.
To purchase or renew your Software Support Service,
call or email us at DIS Support
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