Support and Maintenance Packages
| Features | Standard | Gold | Platinum |
|---|---|---|---|
| Installation Support | Yes | Yes | Yes |
| Email / IRC Support | 4 Incidents | Yes | Yes |
| Telephone Support | No | Yes | Yes |
| Security Software Updates | No | Yes | Yes |
| Software Upgrades | No | Yes | Yes |
| Hardware | Return | Advanced Replacement/Onsite Repair |
Advanced Replacement/Onsite Repair |
| Support Access Hours | 9am - 6pm PST | 9am - 6pm PST | 24 hours a day/ 7 days a week (excluding holidays) |
Support Feature Terms and Glossary
Installation Support—NeuralIQ will provide telephone support to assist customer with the installation of the product and software. Such assistance includes up to one (1) hour of technician support.
IRC Support—The NeuralIQ IRC Channel is available at http://support.neuraliq.com/. Web-based support is the preferred and most efficient form of support.
Email Support—Email support will be available to customer at the following email address: support@neuraliq.com. Customer will in most cases receive a response within thirty (30) minutes if the email is received during NeuralIQ’s Support Access Hours. Email sent outside those hours will receive a response within one (1) hour of beginning of NeuralIQ’s next business day.
Telephone Support—Telephone support will be available to customer during Support Access Hours at 877.638.7251 ext. 2.
Security Software Updates—Customer will be entitled to receive all upgrades to the software released to enhance software when such upgrades are made generally available to NeuralIQ’s customers.
Software Upgrades—Customer will be entitled to receive all upgrades to the software made generally available by NeuralIQ to its customers. Customer will be notified of available upgrades available for download from the NeuralIQ support website.
Hardware—Each Product ships with a one-year warranty that covers hardware failures. If customer purchases either the Gold or Platinum Support Plan, customer is entitled to receive advanced replacement of the product or onsite repair on the next business day following NeuralIQ’s receipt of a written request by customer detailing the hardware failure. NeuralIQ shall address defective products or parts covered by the one-year warranty by issuing replacement products or parts to customer. All Products or parts removed for replacement shall become the property of NeuralIQ. All products or parts to be replaced (for which a replacement is provided) shall be returned to NeuralIQ within 30 days. Customer is responsible for paying NeuralIQ for the replacement units or parts if customer does not return them within 30 days.
Additional Technical Support Fees. NeuralIQ reserves the right to charge customer additional technical support fees at its then standard rates for technical support performed in connection with reported malfunction which is later determined to have been due to hardware or software not supplied by NeuralIQ. Notwithstanding the foregoing, NeuralIQ has no obligation to perform technical support in connection with malfunction resulting from hardware or software not supplied by NeuralIQ.
Reinstatement of Support. Reinstatement of lapsed support is subject to NeuralIQ then-current support reinstatement fees and applicable retroactive fees in effect on the date the reinstatement of support is ordered.
Renewal of Support. Prior to the expiration of the current support period, NeuralIQ reserves the right to send customer an invoice for annual renewal of the support pursuant to the terms, conditions, and pricing then in effect. If customer does not wish to renew the support, customer must contact NeuralIQ prior to the expiration of the current support period in order to decline acceptance of the renewed support.
Support Level Change. Customer may place written purchase orders for renewal or change in level of support provided that each purchase order contains the following (a) reference to the agreement; (b) the level of support, fees and charges therefore, and bill to address (if different). No terms and conditions set forth in any purchase order or instrument issued by customer in connection with the support shall be binding upon NeuralIQ. Changes in the level of support shall become effective at the start of the next annual support period unless otherwise agreed in writing by the parties.