Software Support Policy
Reilly Telecom Inc. provides worldwide support for the AlarmTraq®
product line of remote alarm monitoring solutions from our headquarters in North
Haven, Connecticut USA.
You must register the software or have purchased a
support plan to receive support of any kind. We must have valid customer
information on file, especially an e-mail address prior to providing support. If
calling, please have AlarmTraq up and running before you call us.
You can renew your support plan annually to
keep on getting the best support and the latest updates, year after year. By investing
in a support plan, you invest in your future and ensure that you can take advantage
of the latest technologies and support the latest standards.
Software support delivery is provided via the telephone
with an on-site option (Professional Services) if required. Base Support hours are
08:00 through 18:00 US Eastern Time zone.
How To Reach Reilly Telecom
Reilly Telecom support personnel may be reached by various methods:
Required Information
When reporting a problem no matter which method is used the following information
must be supplied:
- Customer name and site.
- Customer contact name, phone number and email address
- AlarmTraq and host operating system types and release levels
Problem description and severity level
Once a problem is reported to Reilly Telecom, it is entered
into a problem tracking database (Microsoft CRM) and assigned a case number. Customers
may get the current status of their problem by simply contacting us and requesting
the status of the assigned case number.
Severity Levels
When problems are reported to Reilly Telecom, they are assigned a severity level
based on the following criteria:
Severity 1
System down |
The customer's system is inoperative. E.g., AlarmTraq crashes
and is unable to receive alarms on all modems or IP interfaces.
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Severity 2
System highly impacted |
While the system is not completely down, there is a major
impact to the customers operation. E.g., AlarmTraq must be restarted numerous times
before alarms are received.
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Severity 3
System impacted |
There is a minor impact to the customer's operation. E.g.,
AlarmTraq outputting high severity error messages, or slow performance.
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Severity 4
Minor |
The system is operational, but there are infrequent errors.
E.g., AlarmTraq issues an error message once a day.
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Severity 5
Documentation |
Used for reporting deficiencies in documentation. |
Escalation Schedule
The following table illustrates the escalation process for problems reported to
Reilly Telecom:
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Severity |
Elapsed Time |
Problem Escalated to: |
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1 |
8 hrs |
Director of Customer Services |
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24 hrs |
President and Operations Manager |
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2 |
2 days |
Director of Customer Services |
|
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7 days |
President and Operations Manager |
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3 |
10 days |
Director of Customer Services |
|
|
14 days |
President and Operations Manager |
|
4 |
45 days |
Director of Customer Services |
|
|
60 days |
President and Operations Manager |
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New Operating System Releases
Reilly Telecom will use best efforts to provide support for new versions of actively
supported Operating Systems within 180 days after Reilly Telecom has access to the
new Operating System release.
Back Level Version Support
Once Reilly Telecom has released a version of AlarmTraq, or its applications, the
previous version of AlarmTraq will be supported for 180 days.
Support for previous versions are available at the discretion
of Reilly Telecom. Support, if available, would be furnished on a time and expenses
basis.
Software Warranty
Reilly Telecom warrants that the software product will function in accordance with
Reilly Telecom's published specifications existing on the date of acquisition for
a period of 90 days from shipment.
For any service or contract questions, contact Reilly
Telecom by phone at 800.394.2173 or
send email to our support group.
Professional Services Pricing
Current pricing for Professional Services (Time & Expenses) is as follows:
- Remote Telephone Support - $125/hour, billed by actual
hours.
- On-Site Support - $250/hour, 8 hour minimum, plus reasonable
and actual expenses incurred.
Support Matrix
The various products in the support matrix refer to their
Support Status, which is defined below:
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Active: Active software products
are those for which Reilly Telecom has not terminated development efforts.
Reilly Telecom will use its best efforts to qualify Active software products for
compatibility with the most recent version of the host OS within 6 months of general
availability of the host OS; however, Reilly Telecom does not guarantee that Active
software products will be compatible with any newly released version of host OS.
Active software products are supported as defined in Reilly Telecom's standard Software
Support Policy (above). For Active software products, Reilly Telecom will
support the current release of the product, plus one revision back from the current
release for a period of 6 months from the time the new release becomes generally
available. Other prior revision levels of Reilly Telecom software products
outside the scope of this policy are supported on a “best efforts” basis.
Inactive: Inactive software products
are those for which Reilly Telecom has terminated development efforts. Inactive
software may not be compatible with the most recent version of the host OS.
Reilly Telecom will apply its standard Software Support Policy for the final release
level of the Reilly Telecom software product. Support for non-compatible host
OS versions will be provided on a “best efforts” basis.
Inactive/Replaced: As
Inactive; however, Reilly Telecom has developed a new product which fully
replaces its predecessor.
Best Efforts: Software products
categorized with “best efforts” support means Reilly Telecom has terminated development
efforts for these software products. Software products in this category may not
be compatible with the most recent version of the host OS. Reilly Telecom's
standard Software Support Policy does not apply to products in the “best efforts”
category. Reilly Telecom will use commercially reasonable efforts to assist
the customer in resolving errors. However, the necessary computing resources
may not be available at Reilly Telecom’s support center and use of the customer’s
computing resources to diagnose and resolve problems may be required.
Unsupported: Unsupported software
products are those for which Reilly Telecom does not offer standard maintenance
services. Reilly Telecom may, at its option, provide “best efforts” assistance
on a time and expenses basis.
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Software License Agreement