Informa Software

RightFax Support

Overview

Informa Standard and Enterprise Support Plans offer you the ability to provide service and support for your mission-critical document delivery applications through a team of experienced and dedicated support professionals. No matter what level of support you choose, you will be interacting and working with an Open Text certified product engineer unique to your platform. We offer a wide range of support plans -  from our Informa Standard Support to our Enterprise-class 7x24 TAM (Technical Account Manager) program, Informa Software has a support solution that will meet your needs.

Standard Support

As our entry-level plan, our Standard Support plan offers RightFax support services at a reasonable price. This plan is available from 8:30am – 5:30pm Eastern time, Monday through Friday (not including holidays) from the web, email or phone. This plan entitles you to the following:

•  Unlimited Support Incidents
•  8:30am – 5:30pm Eastern Time, Monday through Friday (not including holidays)
•  One server per support plan is covered
•  Software version upgrades and service packs from manufacturer included **
•  Remote access to your system faster troubleshooting and resolution

 Priority Support 1

This plan gives you all of the features and advantages of our Standard Support plan, but increases your coverage hours to Monday through Saturday until 8:30pm Eastern Time (holidays not included). Please note that Saturday and after hours during normal business days you will receive a callback from an Informa representative within two hours.

7x24 Premium Support 1

The 7x24 Premium Support plan offers you all the benefits of the Premium Support plan, but the extended coverage of twenty-four hours per day, seven days-per week (not including Christmas and New Years) that is typical for enterprise, mission-critical environments.

Remote Installation Service (RIS)

The Remote Installation Service (RIS) is intended for those customers who wish Informa to install any regularly published feature packs or hotfixes from Open Text on your RightFax server remotely using GoToAssist by Citrix®. Our engineers thoroughly test and apply hotfixes and/or service packs at release so we can help with the speed of installation, reducing downtime, and to ensure the feature pack or hotfix is applied as designed from the manufacturer.

Enterprise Support Plans

At Informa Software, we understand that the investments that you make in your technology infrastructure are critical components to the overall success of your strategies. To help you achieve your goals, we are pleased to offer our Enterprise Support Plan. With this single plan, we can create a custom package that encompasses all of your RightFax servers, no matter their location, to assist and help with planning, configuration and support of this mission-critical environment. Enterprise Support Plans include all the benefits of our Premium support plans, plus a dedicated Technical Account Manager (TAM) who will understand your environment, its impact on the business, and will be able to advise you in configurations, support and escalations of your product. Enterprise Support plans are offered in two models:

Standard Enterprise Support

For those customers that require the expertise of a TAM during standard business hours, the Informa Standard Enterprise Support offering is available with direct TAM access starting at 8:30am until 5:30pm Eastern Time, Monday through Friday. You will also have a dedicated email address that will route problems directly to your TAM during other hours. Those questions or problems will be handled by your TAM during the next standard business cycle.

Premium Enterprise Support 1

For those customers who would like an extension of their own support group, our Enterprise Support contract will give your team access to a dedicated TAM 24 hours a day, 7 days a week, 52 weeks a year to assist in environments where 99.999% service availability isn’t a goal…it is a way of life! With a Premium Enterprise Support contract, your TAM will work with you until your problem is resolved… period. We can also assist with planning and design for the next phase of your document delivery strategy and roll-outs.

The following table is a summary of the different support plans that are offered by Informa:

1 any support plan that includes after hours during normal business days or any weekend days should expect a call back from an Informa Support Representative within two hours of the original message

* onsite visits are scheduled at the request of the customer, are for a maximum of two days per visit and include reasonable travel expenses. One visit must be used for our initial assessment visit. Any days onsite after initial commitments are billed at standard billing rates. Other conditions may apply. Please contact your sales representative for more information.

** Software and maintenance upgrades include the availability of feature packs and/or hotfix for download from theOpen Text website. Purchase of a RIS plan is required if you wish Informa to install the hot fixes and feature packs on your behalf.

For more information

For more information on pricing, please contact Informa Software at 407-647-8765 and ask for your sales representative or a customer support representative who will happy to assist you. Informa Software is an Open Text Platinum / Service Authorized Partner, HP Solutions Business Partner and Microsoft Gold Certified Partner.