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First level of direct support for all products purchased from Intergraph
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Coverage that is 5 by 8 during the Warranty Period prior to cutover
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7 by 24 support during Extended Warranty and Maintenance
Through the
HelpDesk, we provide the central point-of-contact and the first
level of direct support for all products purchased from Intergraph.
This includes the operating system,
database management system, development tools, report writers,
productivity tools, networking software, and external interface
software.
There is no additional cost for Intergraph
to help diagnose that a hardware problem has occurred, but it is the
customer’s responsibility to initiate the call to the hardware
vendor for service and repair of the failed equipment.
HelpDesk support is
not a separate cost item. For the Warranty period, HelpDesk support
is included in the cost of the software. During Extended Warranty
and Maintenance periods, HelpDesk support is included in the cost of
the Extended Warranty and Maintenance coverage.
Support is the
process by which the customer reports errors and Intergraph
responds. Before reporting a problem, we request that the System
Administrator conduct a preliminary error review to verify a
problem’s existence and to attempt to determine if the problem is
with the hardware or software. For software, the circumstances
under which the problem occurred should be documented. The System
Administrator should also attempt to duplicate the problem and
determine the priority level of the problem before contacting
Intergraph.
The customer shall
assign an initial priority level for each error reported. After
examining the problem, Intergraph will work with the customer to
upgrade or reduce the priority level of a particular error if there
is reason to do so. |
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