SUPPORT

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 Standard support and maintenance


Vicom Systems provides up to three years of coverage for Vmirror appliance hardware and software under its Standard Support and Software Maintenance package. With this package, you get:

1. Telephone and E-mail Support. from 8am to 5pm Pacific Time, Monday through Friday, and email support with 30-minute response. Vicom responds to support incidents in the order received, with priority based on severity level of the reported problem.

Severity Level
 ResponseTime Objective

Severity Level 1 – Critical: a business process is severely affected and there is no procedural workaround.
4 hours

Severity Level 2 – Serious: a business process is affected, exposing data to potential loss, but normal business operations are not disrupted.		   
Same business day

Severity Level 3 – Medium Impact: some loss of functionality, but no immediate business exposure. Condition can be circumvented or avoided on a temporary basis.
2 business days

Severity Level 4 – Low Impact: a minor condition or documentation error that can be easily circumvented or avoided, or a request for information or enhancement.
5 business days
2. Hardware Device Fix and Replacement Protection. In the unlikely event that a Vmirror appliance experiences component failure, Vicom will provide a replacement. Vicom Customer Support will issue a Return Material Authorization (RMA) and ship a replacement module for priority delivery at the customer site. A Shipment Delivery date will be provided at the time of replacement authorization. The customer will be asked to return the original module within five (5) days of receipt of the replacement. Coverage ends three years after date of Vmirror purchase.

3. Software and Microcode Updates. Customers have access to the latest revisions, improvements, modifications and enhancements to the software and microcode of the product modules purchased. The latest code may be downloaded from the Customer Support section of Vicom’s web page. three-year, non-cancelable agreement that entitles your organization to receive upgrade releases.