Premium Software Maintenance Agreement

The Premium Software Maintenance Agreement provides the best available service level and is ideal when time is a critical factor for your language production processes. It entitles you to contact the Technical Support Specialists with unlimited support requests with guaranteed initial response times based on the severity of the problem reported. Please contact AETS on 1800 140 938 to learn more about support and maintenance agreements.

Premium Software Maintenance Agreement Level 1

This level of support is designed for the individual user and the benefits offered are:

  • Hotline telephone support

  • Response time to support requests by next business day

  • One designated representative who will be flagged as having a support contract when they put a request to the support centre

  • FREE upgrades, updates and service packs for the whole year.

Premium Software Maintenance Agreement Level 2

This level of support is tailored to the needs of corporate customers with multiple users. The Level 2 benefits offered are:

  • Hotline telephone support

  • Response time to support requests within 3 business hours if the request is critical

  • Up to 4 designated representatives who will be flagged as having a support contract when they put a request to the support centre

  • FREE upgrades, updates and service packs for the whole year.

 

Web-based self-service support system

Clients have access to a number of web-based self-service support system to help resolve any issues. These include:

    • The Knowledge Base, which is accessible twenty-four hours a day, seven days a week. It puts a wealth of information at your fingertips, ranging from latest releases and hot fixes, to confirmed issues, best practices, and tips. Bookmark this page, and make it your first stop on the way to resolving any technical issues.

  • The Online Support Centre, which is also accessible twenty-four hours a day, seven days a week, with a searchable solution database, and the capability to ask questions about desktop products by email and phone.