Aculab's support options
Aculab offers a range of technical support contracts with a variety of service levels designed to meet the needs of all customers.
| Technical support | Enhanced support |
GroomerII support |
ApplianX support |
Premium support | Bespoke support |
|---|---|---|---|---|---|
| Technical support covering API, installation, configuration and deployment issues | Technical support covering API, installation, configuration and deployment issues | Technical support covering installation, configuration and deployment issues | Technical support covering installation, configuration and deployment issues | Technical support covering API, installation, configuration and deployment issues | Technical support covering API, installation, configuration and deployment issues |
| Software maintenance | Software maintenance | Software maintenance | Software maintenance | Software maintenance | Software maintenance |
| Response time in business hours | Response time within eight business hours (8 x 5) | Response time within four business hours (8 x 5) | Response time within four business hours (8 x 5) | Response time within four business hours (8 x 5) | Customised response time within business hours |
| Extended, 24 x 7 support for emergencies | Customised, 24 x 7 support | ||||
| Up to 12 incidents | Unlimited incidents | Unlimited incidents | Unlimited incidents | Unlimited incidents | Unlimited incidents |
| Escalation process | Escalation process | Escalation process | Escalation process | Enhanced escalation process | Enhanced escalation process with nominated contacts |
| Advance product replacement | Advance product replacement | ||||
| GroomerII training | |||||
| Available for all Aculab enabling technology products | Available for all Aculab enabling technology products | Available for GroomerII only | Available for ApplianX only | Available for all Aculab enabling technology products | Available for all Aculab products |
| Ability to purchase additional, stand-alone services available from Aculab | Ability to purchase additional, stand-alone services available from Aculab at a standard discount | Ability to purchase additional, stand-alone services available from Aculab at a standard discount | Ability to purchase additional, stand-alone services available from Aculab at a standard discount | Ability to purchase additional, stand-alone services available from Aculab at a standard discount | Incorporating an agreed selection from the complete range of additional, stand-alone services available from Aculab |
| Order annually by part number - 034 | Order annually by part number - 035 | Order annually by part number - 023 | Order annually by part number - 051 | Order annually by part number - 036 | Requires signed contract |
Support contracts: Aculab technical support
Technical support offers access to Aculab's support team's expertise for your Aculab-based products.
The following is a summary of the Aculab technical support agreement:
- Technical support covering API, installation, configuration, deployment, and warranty issues
- Software maintenance (for currently supported versions) providing access to software fixes, updates, and maintenance releases
- Business hours response time for telephone and email support requests
- Up to 12 incidents per year
- Escalation process
- Available for all Aculab hardware and software enabling technology products
- Ability to purchase additional, stand-alone services available from Aculab
- Annual renewal needed
In addition, an Aculab support agreement gives customers access to Aculab's change request (RFC) process (note that additional charges may apply).
Purchasing information
This agreement is available to you immediately upon becoming an Aculab customer and provides technical support coverage for your Aculab enabling technology products. The agreement is not product specific and is not required to be registered against individual Aculab products. Order now using the part number specified below. In order to ensure continuity of support, a purchase order needs to be submitted annually.
- Part number: 034 - order now via your Account Manager
Terms and conditions
Customers who purchase this agreement shall be deemed to have agreed with and accepted the terms and conditions set out in the Aculab technical support agreement in the same manner as if the agreement was executed in writing.
Contact us now to discuss your specific support requirements and for information about purchasing Aculab's technical support.
Support contracts: Aculab enhanced support
Enhanced support offers access to Aculab's expertise to help ensure a specific level of availability and performance for your Aculab-based products.
The following is a summary of the Aculab enhanced support agreement:
- Technical support covering API, installation, configuration, deployment, and warranty issues
- Software maintenance (for currently supported versions) providing access to software fixes, updates, and maintenance releases
- Response time within eight business hours (8 x 5) for telephone and email support requests
- Unlimited number of incidents
- Escalation process
- Available for all Aculab hardware and software enabling technology products
- Ability to purchase additional, stand-alone services available from Aculab at a discount
- Annual renewal needed
In addition, an Aculab support agreement gives customers access to Aculab's change request (RFC) process (note that additional charges may apply).
Purchasing information
This agreement is available to you immediately upon becoming an Aculab customer and provides enhanced technical support coverage for your Aculab enabling technology products. The agreement is not product specific and is not required to be registered against individual Aculab products. Order now using the part number specified below. In order to ensure continuity of support, a purchase order needs to be submitted annually.
- Part number: 035 - order now via your Account Manager
Terms and conditions
Customers who purchase this agreement shall be deemed to have agreed with and accepted the terms and conditions set out in the Aculab enhanced support agreement in the same manner as if the agreement was executed in writing.
Contact us now to discuss your specific support requirements and for information about purchasing Aculab's enhanced support.
Support contracts: Aculab GroomerII support
GroomerII support gives direct access to Aculab's expertise, offering an assured level of responsiveness to help ensure a specific level of availability and performance for your GroomerII deployments.
The following is a summary of the Aculab's GroomerII support agreement:
- Third level technical support covering installation, configuration, deployment, and warranty issues
- Software maintenance (for currently supported versions) providing access to software fixes, updates, and maintenance releases
- Response time within four business hours (8 x 5) for telephone and email support requests
- Remote access support (if facility provided by customer)
- Inclusive training (included free in first year price; for up to four personnel)*
- Unlimited number of incidents
- Escalation process
- Ability to purchase additional, stand-alone services available from Aculab at a discount
- Annual renewal needed
In addition, an Aculab support agreement gives customers access to Aculab's change request (RFC) process (note that additional charges may apply).
* Having trained personnel is a prerequisite for the provision of GroomerII support and training should be received prior to or at least coincident with, your first installation.
Purchasing information
The agreement is product specific and is required to be registered against individual GroomerII products. Multiple GroomerIIs can be included in a single agreement as they are added to an accompanying schedule that is maintained by Aculab and copies of which are provided to the customer. Order now using the part number specified below. In order to ensure continuity of support, a purchase order needs to be submitted annually.
- Part number: 023 - order now via your Account Manager
Terms and conditions
Customers who purchase this agreement shall be deemed to have agreed with and accepted the terms and conditions set out in the GroomerII support agreement in the same manner as if the agreement was executed in writing.
Contact us now to discuss your specific support requirements and for information about purchasing Aculab's GroomerII support.
Support contracts: Aculab ApplianX support
ApplianX support gives direct access to Aculab's expertise, offering an assured level of technical support for your ApplianX IP Gateway and ApplianX DPNSS-to-QSIG Gateway deployments.
The following is a summary of the Aculab's ApplianX support agreement:
- Third level technical support covering installation, configuration, deployment, and warranty issues
- Software maintenance (for currently supported versions) providing access to software fixes, updates, and maintenance releases
- Response time within four business hours (8 x 5) for telephone and email support requests
- Remote access support (if facility provided by customer)
- Unlimited number of incidents
- Escalation process
- Ability to purchase additional, stand-alone services available from Aculab at a discount
- Annual renewal needed
Purchasing information
The agreement is product specific and is required to be registered against individual ApplianX products. Multiple ApplianXs can be included in a single agreement as they are added to an accompanying schedule that is maintained by Aculab, copies of which are provided to the customer. Order now using the part number specified below. In order to ensure continuity of support, a purchase order needs to be submitted annually.
- Part number: 051 - order now via your Account Manager
Terms and conditions
Customers who purchase this agreement shall be deemed to have agreed with and accepted the terms and conditions set out in the ApplianX support agreement in the same manner as if the agreement was executed in writing.
Contact us now to discuss your specific support requirements and for information about purchasing Aculab's ApplianX support.
Support contracts: Aculab premium support
Premium support gives direct access to Aculab's expertise, offering an assured level of responsiveness and extended support hours to help ensure a specific level of availability and performance for your Aculab-based products.
The following is a summary of the Aculab premium support agreement:
- Technical support covering API, installation, configuration, deployment, and warranty issues
- Software maintenance (for currently supported versions) providing access to software fixes, updates, and maintenance releases
- Response time within four business hours (8 x 5) for telephone and email support requests
- Extended, 24 x 7 support for emergencies (with four hours response time)
- Unlimited number of incidents
- Enhanced escalation process
- Advance product replacement (APR) service - up to 3 invocations per year
- Available for all Aculab hardware and software enabling technology products
- Ability to purchase additional, stand-alone services available from Aculab at a discount
- Annual renewal needed
In addition, an Aculab support agreement gives customers access to Aculab's change request (RFC) process (note that additional charges may apply).
Purchasing information
This agreement is available to you immediately upon becoming an Aculab customer and provides premium level technical support coverage for your Aculab enabling technology products. The agreement is not product specific and is not required to be registered against individual Aculab products. Order now using the part number specified below. In order to ensure continuity of support, a purchase order needs to be submitted annually.
- Part number: 036 - order now via your Account Manager
Terms and conditions
Customers who purchase this agreement shall be deemed to have agreed with and accepted the terms and conditions set out in the Aculab premium support agreement in the same manner as if the agreement was executed in writing.
Contact us now to discuss your specific support requirements and for information about purchasing Aculab's premium support.
Support contracts: Aculab bespoke support
Aculab's bespoke service and support contract gives service providers, developers, systems integrators, and other customers with their own service level commitments, direct access to Aculab's expertise via a customised agreement. It offers an assured level of responsiveness with extended support hours to help ensure a specific level of availability and performance for your Aculab-based products.
The following is a summary of the Aculab bespoke support agreement:
- Technical support covering API, installation, configuration, deployment, and warranty issues
- Software maintenance (for currently supported versions) providing access to software fixes, updates, and maintenance releases
- Customised response time within business hours for telephone and email support requests
- Customised, 24 x 7 support (within agreed response time)
- Unlimited number of incidents
- Enhanced escalation process with nominated contacts
- Advance product replacement (APR) service - up to 3 invocations per year
- Available for all Aculab hardware and software enabling technology products
- Incorporating an agreed selection from the complete range of additional, stand-alone services available from Aculab
- Rolling one-year agreement (requires signed contract)
In addition, an Aculab support agreement gives customers access to Aculab's change request (RFC) process (note that additional charges may apply).
Purchasing information
This agreement is available to you as an Aculab customer and provides a bespoke level of service and support for your Aculab enabling technology products.
Terms and conditions
Customers who purchase Aculab bespoke support shall be required to execute an agreement in writing.
- Part number: 037
Contact us now to discuss your specific support requirements and for information about purchasing Aculab's bespoke support.
