Silver Level Maximizer Support

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

Silver Level provides ad hoc support on an hourly basis at preferential rates. Silver level users are given a higher priority than Bronze level users in response. There is an annual registration fee of £30 + VAT, which allows current configuration details to be recorded. Support is then obtained as required with invoices being issued on a weekly basis for any support taken. The minimum invoice that will be produced is for one hour of support, if less time is used, then the remaining time will be held until next required, or until the end of the support agreement, whichever is sooner.

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.
    If these prerequisites are not met Edge Designs reserves the right to reduce the level of support provided to Bronze, for which a higher hourly fee applies for all support services provided. 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.

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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
  • 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

Terms

  • 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, but can be separately quoted:
    • 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. Prices quotes exclude VAT & are valid for 30 days.
 
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