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HomeMy WebLinkAboutPen-Link, Ltd.www.penlink.com PE— LK o LTD. un �rrware Ma�ntenancF �r Contents 1. Overview........................................................................................................................ 1 2. Maintenance Terms & Packages................................................................................. 1 2.1 What is Maintenance?..................................................... ............... 1 ................................ 2.2 Maintenace Packages.................................................................................................... 1 2.3 What is not covered under Maintenance?...................................................................... 2 2.4 Maintenace Period.......................................................................................................... 2 2.5 Payments........................................................................................................................2 2.6 Reinstatement Policy... ...... ............... ............. ............................................ 2 .................. 2.7 Non -Maintenance Agreement Support........................................................................... 2 Pen -Link, Ltd.'s LINCOLN and Pen -Link Intercept maintenance policy applies to all of our existing and future customers who purchase a LINCOLN digital recording system, LINCOLN CALEA Test Box, LINCOLN CDC system, LINCOLN Administrative software or Pen -Link Intercept Software. Given the complexity of electronic surveillance for CALEA and the continuing emergence of new technologies, ongoing development and testing must be done to insure that the Pen -Link LINCOLN System/Software functions properly. To ensure that your Pen -Link LINCOLN System/Software is operational at all times, we highly recommend that a customer budget for maintenance and support. 2.1 What is Maintenance? O Pen -Link, Ltd. offers numerous support services as part of our maintenance packages (Maintenance Packages are defined in Section 2.2) to ensure that our LINCOLN customer's systems/software are operational at all times. Our support services under maintenance include: technical support via telephone and e-mail support during normal business hours, updates and upgrades for all of Pen -Link, Ltd. products that have been licensed with a maintenance package, and 24 X 7 emergency Title III/Title 50 support. Updates include bug fixes and minor enhancements, which are needed to keep the software functioning properly. Upgrades are defined as changes in a version (i.e. Pen -Link 7.0 to Pen - Link 8.0). Q Normal business hours are defined as 8:00 AM to 5:00 PM CST, except on holidays. The support phone number is (402) 421-8857, and the e-mail address is support(a_)penlink. com. 2.2 Maintenance Packages © In an effort to provide our customers with the necessary support services to ensure their systems/software remain operational, Pen -Link, Ltd, has developed three maintenance packages to meet our customers varying needs. 0 Basic Maintenance Package The Basic Maintenance Package entitles our customers to normal business hours telephone support at Pen -Link, Ltd.'s published number, and/or assistance via e-mail. 0 Standard Maintenance Package The Standard Maintenance Package incorporates all the support services offered in the Basic Maintenance Package, plus software updates and upgrades of your Pen -Link, Ltd. software licenses purchased with a maintenance package. O Premium Maintenance Package The Premium Maintenance Package incorporates all the support services offered in the Basic and Standard Maintenance Packages, plus with 24 X 7 emergency Title III/Title 50 support.