FaxBack NET SatisFAXtion 9.0 - Fax Server Manual - Manual (Page 13)

quote by Professional Services Engineer. Please contact your sales rep for details.
1.7 Technical Support
1.7.1 Support Plans
1.7.1.1 30­day Trialware Support Plan
Complimentary email, fax and telephone software support is included with for every trialware
evaluation. This complimentary support plan starts when the trialware is requested, not on software
installation, and is only available during standard FaxBack Support hours ­ 6:30am–5:00pm PST
Monday through Friday, excluding US holidays.
1.7.1.2 Standard Support Plans
FaxBack support engineers are skilled in troubleshooting, problem diagnosis and identifying resolutions.
Benefits include:
● Support Duration: sold in 1, 2 and 3 year incremental plans
● Hours of Coverage: 6:30am–5:00pm Pacific Monday through Friday, excluding US holidays
● FaxBack Customer Connection: remote access to customer­system for rapid resolution
● Email, fax and telephone access to Technical Support Team during hours of coverage
● Online Knowledge Base access
● Number of Incidents: unlimited
● Software Updates: Service packs, software updates and product releases.
● For New and Renewing Support Customers: Standard Support is invoiced at 15% of the
total current list price of the software products purchased
1.7.1.3 Around­the­clock 24×7 Support Plans
Includes all the features of our Standard Support plan plus expedited 24×7 support. This support plan is
geared toward organizations with mission­critical fax systems that cannot risk downtime. Enables
customers to handle system maintenance, upgrades or other potential support issues during
non­business and non­critical hours of operation.
Includes all the features of the Standard Support PLUS:
● Expedited 24×7 Support: 365 days a year including holidays
● Help After Hours: Down system status that occur after business hours or on holidays will
receive a phone call back from a support engineer within 30 minutes
● For new and renewing support customers: Around­the­clock 24×7 Support is invoiced at
25% of the total current list price of the software products purchased
1.8 Product Key
Your server’s product key determines what features are available. It also contains other important
information such as your Customer ID, the server's Server ID, and the expiration date of your FaxBack
technical support agreement.
Your product key encodes the following parameters, which you can see using the Start
⇨ Programs ⇨ NET
SatisFAXtion ⇨ Update Product Key program.
Proprietary FaxBack, Inc. 2014 13