RightFax Support

Enterprise Support Plan

Enterprise Support Plans are customized to meet the needs of large, global end users with multiple servers and locations. These plans provide maximum flexibility for organizations by offering a comprehensive selection of support service and deployment options on a 24x7 basis. In addition, each account is assigned to a dedicated Technical Account Manager (TAM) to ensure a single point of contact for all technical issues.

Key Benefits

• Number of incidents: Unlimited
• Hours of coverage: 7x24x365
• Number of servers covered on one plan: Negotiable
• Software upgrades included: Yes
• On-site support: Optional
• Number of customer contacts: Negotiable
• Technical Account Manager (TAM): Yes
• The TAM is a customer's single point of contact for all technical issues with the customer's account. A customer can initiate support with his/her TAM, who is then responsible for providing a resolution and status. The TAM is also responsible for proactively providing his/her customer with information that could affect the operation of the customer's server.
• Plan duration: 1 year
• Service Level Agreements: Optional

7x24 Premium Support Plan

The 7x24 Premium Support plan is geared toward end users who have mission-critical electronic document and faxing delivery applications and cannot accept any downtime. 7x24 Premium Support is a worldwide, comprehensive per-server plan that provides you with 7x24x365 support on your complete RightFax solution. It protects your RightFax investment by including upgrades to subsequent software versions as they become available.

Key Benefits

• Unlimited telephone and Web-based support incidents for the duration of the plan
• 7x24x365 coverage; software upgrades and maintenance included
• Available in one-, three- and five-year terms with substantial discounts for three- and five-year plans
• Available worldwide

Premium Support Plan

The Premium Support Plan is designed for end users who can address server maintenance, upgrades and potential technical support issues during regular business hours. It provides support for your complete RightFax solution and protects your investment by including upgrades to subsequent software versions as they become available.

Key Benefits

• Unlimited telephone and Web-based support incidents for the duration of the plan
• Business hours coverage: North and South America: Monday to Friday, 5 a.m. to 5 p.m., Pacific Standard Time (PST) Saturday, 7 a.m. to 3 p.m., PST; Europe, Middle East and Africa: Monday to Friday, 8:30 a.m. to 5 p.m., Central European Time (CET) Asia/Pacific: Monday to Friday, 8 a.m. to 5 p.m, Eastern Australian Standard Time (AEST)
• Software upgrades and maintenance included; available in one-, three- and five-year terms with substantial discounts for three- and five-year plans
• Available worldwide

Standard Support Plan

The Standard Support Plan is designed for end users with entry-level systems that have limited support requirements. This plan includes unlimited access to Captaris Technical Support via the Captaris online support portal and protects your RightFax investment by including upgrades to new software versions as they become available. Telephone support is not available under this support plan.

Key Benefits

• Unlimited Web-based support incidents for the duration of the plan.
Note: Standard support is available only for Captaris RightFax Business, Small Business and Satellite servers with four or fewer channels
• One-to-two business-day response to incidents; software upgrades and maintenance included
• Available in one-, three- and five-year terms with substantial discounts for three- and five-year plans
• Available worldwide

RightFax Versions Currently Supported Under these Plans:

Captaris offers technical support for RightFax software for a specified amount of time. Once a product enters end-of-life status, Captaris will be unable to provide technical support, service packs or updates for that version of the RightFax Server software and any add-on modules for that version of the software.

The current end-of-life status of RightFax Server software is: