Platinum Level Maximizer Support

An annual, technical support service for certified Administrator(s) of Multiactive's currently supported Maximizer products via telephone, e-mail, fax and modem.


Prerequisites

  • Appointed Administrator(s) to be trained and certified to Intermediate and Administrator User levels.
  • Support is provided on the basis of the Maximizer installation commissioned by Edge Designs or by a 3rd party conforming to a fully documented, installation procedure approved by Edge Designs in writing.

Until these prerequisites are met Edge Designs reserves the right to charge an additional hourly fee for all support services provided and to charge for a full system audit if required. Prices available upon request.

Recommendations

  • All users trained and certified to a minimum Basic User level.
  • pcAnywhere remote control software is highly recommended because it enables a faster and higher level of support to be provided via a "modem" connected to a fax, modem or ISDN line. pcAnywhere should be installed on the Administrators' PC(s), MaxExchange server(s), Workgroup server(s) and Pervasive/ Btrieve/ SQL server(s). Quotations for the supply and configuration of pcAnywhere are available.

Cover

  • Maximizer Support
    • 2nd line technical support through appointed Administrator(s) via phone,e-mail,fax & pcAnywhere
    • Resolving Error Codes - Related to Maximizer; LAN & Remote
    • Resolving Error Codes - Related to Maximizer Client Server Engines; Pervasive,Btrieve & SQL
    • Resolving Error Codes - Related to MaxExchange Server and Remotes
    • Service releases to be announced via e-mail and supplied via e-mail upon request
    • Information on new releases and 3rd party add-on products
  • Assistance with the Administration of Maximizer Database(s)
    • User set-up, preferences, access rights and privileges
    • System defaults and options
    • Purging, transferring and exporting data
    • Maintain basic ODBC connections
    • Importing and de-duplication of data
    • Macros, field linking, UDF's
    • Day to day administration tasks
  • Additionally agreed number of service days acquired at a reduced rate upfront to be utilised for any Maximizer Service during the course of the Support Plan.
  • Terms
    • Annual agreement providing a 4 hour response time. 2 hour response available by quotation.
    • Support available between 09:30 to 16:30 and Monday to Friday, except public holidays and the period between Christmas and New Year. Support outside these terms available by quotation.
    • Support calls to be logged to +44 (0)24 7666 7337 and a call reference number will be issued.
    • Following services are NOT included and are chargeable separately:
      • Training, development and consultancy
      • Server installations & reloads, i.e. WorkGroup, Pervasive/Btrieve/SQL & MaxExchange
      • Reconfiguring MaxExchange to another transport method
      • Support for any bespoke applications or 3rd party products linked to Maximizer
    • All installation changes should be discussed and prearranged with Edge Designs at least 2 working days in advance to ensure proper management, e.g. upgrading client installations.
    • This support agreement is subject to Edge Designs' Terms of Supply that are available upon request. Errors and omissions are excepted.
 
Search for