Support Policy

2012-08-21

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AccessData Support Policy
Response Times Telephone, Web and Email Support
The Initial Acknowledgement represents the maximum length of time allowed for the Support
Technician to acknowledge receipt of your support request and route the request to the
appropriate person for resolution.
The following outlines the maximum length of time allowed for initial acknowledgement to occur:
Communication Type
Telephone
Voice-Mail
Web / Support Center
E-mail

Initial Acknowledgement
80% of phone calls during business hours will receive immediate voice
contact with Support Technicians.
Customers who leave a voice-mail for Support will receive a return call
by the next business day.
Assigned to Support Technician by the next business day.
Assigned to Support Technician by the next business day.

For purposes of this Support Policy only, “Business Day” shall mean that Support is available
continuously from 12AM Monday to 1159PM Friday MST, excluding national holidays in the
United States.
Between the hours of 1a.m. MST to 4a.m. MST Support will be available by emailing
afterhours@accessdata.com.
On-Line Support
AccessData’s On-Line Support Center provides the following capabilities:
 Access via Web to Knowledge Base articles and solutions
 Report product defects via Web
 Submit Feature Requests / Enhancements via Web
 Access downloads for product updates
 Access product documentation
 Incident Ticket submission via the Web
 Incident submission via e-mail
AccessData software products are managed according to a product life-cycle management
program with planned and scheduled updates. AccessData subscribers receive these software
Updates and Releases at no charge and will receive notice of such improvements.
Escalation Procedure
If Customer reasonably believes that the incident report has not received the appropriate
response from AccessData (as stated within this policy), the Customer may request escalation.
The following AccessData personnel will be made aware of the matter and respond personally
to Customer in the following time frame:
 72 hours after reporting defect: AccessData Technical Support Director.
 96 hours after reporting defect: AccessData Director of Global Support.
AccessData reserves the right to require customers to become fully current for all previous
years of unpaid support up to a maximum cost limited to the price of a new license.
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Author                          : Mark Green
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Create Date                     : 2012:08:16 12:23:02
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