Support Plans
SPC offers multiple levels of support for our radar systems.
- Level I: Standard Support
All SPC products are delivered with Level I support for the full lifetime of the product at no cost. It features:
- Reports of significant bugs that affect the product
- Upgrade announcements and offers
- SPC newsletters and other product literature as they are released
- Level II: Subscription Support
Subscription Support is designed for the customer requiring on a daily/weekly/monthly basis for telephone and
upgrade support. The Subscription Support Plan provides the following services:
- All Level I services
- Telephone support
- Response time assurance – 3 days
For software upgrades, SPC is not responsible for customer modifications to previously installed software
unless SPC has been sent such modifications for configuration management. All on-site services are at
reduced time and materials (T&M) rates. Any additional support beyond the base fee will be pre-approved by the
customer and charged at the same reduced rates.
- Level III: On-Site Support
On-Site Support is designed for SPC personnel having to perform either maintenance or site specific modifications
at a customer’s site. It is basically a T&M contract. Response times are nominally 2 weeks, based on availability
of key personnel and parts.
- Level IV: Quick Response Subscription Support
Quick Response Subscription Support is designed for customers requiring immediate service. It features:
- Level II and III services
- Response time assurance – 24 hours
- Level V: Full Time On-Site Support
Level V is the ultimate service. Under this plan, a full time SPC employee(s) is located at your site.
This person is available for maintenance, operation, training, upgrades and other services. The customer
is required to provide office space, office supplies and telephone capability.
For further information please contact:
Jeff Floyd
Director, Operations Engineering
703-351-8653
jfloyd@sysplan.com
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