Support: Maintenance Program

Support and Maintenance Program

Lieberman Software’s 1, 2 and 3 year Support and Maintenance Program ensures that you have the resources to successfully deploy and utilize your Lieberman Software products. This cost-effective service combines no-charge technical support with product upgrades, an investment that saves you thousands of dollars over the long term.
 
The Lieberman Software Support and Maintenance Program includes two options:
 


 Standard Support


 Enhanced Support

Live telephone support:
 Monday-Friday, 2AM-6PM PT

 24 x 7 email support from our
Microsoft certified support professionals

    
 

24x7x365 live telephone support
    with a SLA-guaranteed response time
 
    24 x 7 email support from our
    Microsoft certified support professionals

                               

 
  • Immediate access to ALL (Major and minor) product updates and major product revisions. You’ll upgrade to new product versions without paying additional fees. Our products are frequently updated with new features that meet the evolving needs of our customers.
  • Priority technical support from our Microsoft certified professionals. Receive technical support as frequently as necessary, without expensive per-incident charges.
  • Convenient access to online product documentation , an interactive customer forum, and training videos.

 

Dedicated Support

Through the Lieberman Software Support and Maintenance Program you receive personal responses to email support inquiries. Telephone support assistance is provided by first-line support personnel, but inquiries are elevated to our higher-level support engineers and even to development when necessary.

Support services are only offered for select Lieberman Software products. Beta versions, previews, and similar offerings are not included in the Support and Maintenance Program.

Terms of Support

The Standard Support and Maintenance Program covers the product for which it is being purchased for either one, two or three years. Choose the coverage that best fits your business plans. The one year program costs 20% of the product license price. The two year program costs 35% of the license price, and the three year Support and Maintenance Program costs only 50% of the license price.  Enhanced Support is available in one-year increments, at an upcharge from our Standard Support rates. The Support and Maintenance Program period begins on the date of purchase and extends for exactly 12, 24 or 36 months, depending on the option you select.

Technical support is provided for specific technical incidents related to the installed product that are demonstrable in the currently supported release(s) of a Lieberman Software licensed program, running unaltered, and on a hardware, database and operating system configuration, as specified in the program documentation.

Online Support

You can access free web-based support materials including user’s guides and installation guides, forums, frequently asked questions, and other resources that address up-to-date technical issues involving Lieberman Software products.

Training  

Initial purchases of a Lieberman Software product and Support and Maintenance Agreement include an implementation and training session to familiarize you with your new products.

Renewal Policy

After the expiration of the initial maintenance term, you may renew your agreement for the same level of support service or choose a different offering. The renewal term will be effective on the expiration date of the previous term, provided that the applicable renewal fees have been paid. Lieberman Software typically sends a maintenance program renewal quote approximately 90 days prior to the expiration of the current term. Customers who renew their maintenance agreements after the expiration date will still have their renewal term begin on the date of their previous term’s expiration.

Contact an Account Manager for more information.



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