Software support that provides:
Remote support 24/7
All patches and regular releases
Hardware Support includes:
Next business day replacement for failed modules
Engineering and design assistance Move, add and change support as needed Regular off site system back ups Ongoing monitoring of the performance of your CrystalVision system
using Crystal HealthCheck Updates to Satellite tables and transponder files as needed
| Platinum | Gold | Silver | ||
| Remote diagnostic and repair support during regular business hours (8:00am to 5:00pm ET. | Y | Y | Y | |
| Extended hours emergency remote support (covers weekends, holidays, weekdays 5:00pm to 8:00am ET). | Y 30 minute response for Severity 1 |
Y 1 hour response for Severity 1 |
optional | |
| Regular released Patches and Bug Fixes | Y | Y | Y | |
| Engineering Design and Assistance hours per plan term. These hours are scheduled in support of creation of new DCPs, DCP & Device implementation. Screen and system configuration services for changes in the existing set of controlled equipment changes for existing screens and devices such as device names, satellite names transponders and moving devices on a screen or to a new screen | Hours set based on system level | Hours set based on system level | Hours set based on system level | |
| Additional Device Control Properties (DCP) from Crystal's current Library. | 15 | 10 | 2 | |
| Additional Devices (within system license) | 20% expansion |
15% expansion |
10% expansion |
|
| Discount on future software additions, enhancements, DCP and system configuration additions and changes. | 7% | 5% | - | |
| One scheduled site visit per contract year (customers outside North America must pay travel and living expenses) | Y up to 32 EDA hours |
Y up to 16 EDA hours |
EDA plus travel / living expense | |
| Crystal health check with analysis and advisory services | twice per year | once per year | optional | |
| Satellite table and transponder plan updates as needed for standard transponder listings | Y | Y | Y | |
| Monthly updates to CrystalVision NMC documentation detailing the system
configuration. This includes documents
indicating which devices are connected to
specific ports, as well as device communication information, such as address baud rate, IP address, port number, etc. |
Y monthly |
Y quarterly |
EDA hours | |
| CrystalVision NMC training Credits | Y 4 credits |
Y 2 credits |
optional $1500/credit |
|
| Participation in Crystal's Annual User Conference | Y | Y | Y | |
| System archives of theCrystalVision NMC configuration will be collected and held at Crystal's facilities | Y Monthly |
Y Every 6 weeks |
Y quarterly |
|
| Inclusion on the list of recipients of Crystal's escrowed source code. | Y | optional | - | |
| Engineering and Design Assistance (EDA) hours are designed to help our customers manage additions and changes to their system during year without unanticipated expense. Customers are provided with a number of hours that can be used during the year when we will perform scheduled activities at no additional charge above the Service agreement, including the creation of new Devise Control Properties (DCPs). This plan also helps make the costs associated with growth in device count predictable, |
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