Gold TeleVantage Support Plan
Coverage
Rising Wave Technologies (RWT) will provide all support necessary to maintain the operational order of the phone system. Covered areas include the existing internal phone lines (from the smartjack or phone system patch panels to the phone server and/or stations), stations and routing. RWT will work to resolve phone service provider issues but this is not covered by this support plan and the labor hours are billable. RWT will remotely provide Moves, Adds and Changes. RWT will check the security of the system on a regular basis, and will inform the designated point of contact (POC) if there are security issues. RWT will implement configuration and routing changes requested by the designated points of contact. RWT will support the Viewpoint and Administrator application software, but will not be responsible for problems with this software or with VoIP problems resulting from computer, server or network issues. If RWT determines that an issue is not covered under this plan, the designated point of contact will be informed before any billable work takes place.
Cost
The Gold TeleVantage Support Plan cost is based on the total number of TeleVantage licenses in a system or systems to be covered. The cost is $6 per license per month (pre-paid quarterly). If the support plan is pre-paid annually the thirteenth month will be free. If a license or licenses are added to the system, the cost of the support plan will be increased to reflect the additional license(s) and will be billed at the next billing cycle (pre-paid annual clients will receive a pro-rated bill based on the time remaining on their support plan). The minimum rate for a support plan is $180 per month. Systems that are smaller than 30 licenses will be billed at the minimum rate.
Support
All support will be provided remotely via computer or phone unless Rising Wave Technologies (RWT) determines otherwise. One semi-annual on-site support visit is covered under the Gold Plan. Support is provided during extended business hours Monday through Friday, 7am to 9pm. Out of hours support is available at an overtime rate.
Training
Rising Wave Technologies (RWT) will provide one training class for two (2) administrators every 12 months as a part of this support plan. This training will be over the internet. Additional training classes for administrators or users (approximately one hour each) may be purchased at the cost of $250 per class. There are two (2) user classes: one covers basic operation of the phone interface, voicemail and phone-based features; the other covers basic Viewpoint application features. Each user class is limited to twelve (12) users.
Upgrades
Rising Wave Technologies (RWT) will check the TeleVantage server quarterly for Operating System and TeleVantage patches and hot fixes that need to be applied. If the system needs to be down or rebooted to apply these updates, the designated point of contact will be consulted for the appropriate times to do this. RWT is not responsible for O.S. version upgrades (e.g. Windows 2000, Windows 2003), but they will install TeleVantage upgrades under this support plan (although each software upgrade must be purchased separately). The labor warranty on all hardware is extended for the life of the client’s continuous Gold Support Plan.
Client Requirements
The client must allow Rising Wave Technologies (RWT) remote access to the TeleVantage server. If access is not possible, then the support provided may be limited or billable. All support requests must originate with a designated point of contact (POC). This POC must have attended the TeleVantage administrator training.
Silver TeleVantage Support Plan
Coverage
Rising Wave Technologies (RWT) will provide all support necessary to maintain the operational order of the phone system. Covered areas include the existing internal phone lines (from the smartjack or phone system patch panels to the phone server and/or stations), stations and routing. RWT will work to resolve phone service provider issues but this is not covered by this support plan and the labor hours are billable. RWT will remotely provide Moves, Adds and Changes. RWT will check the security of the system on a regular basis, and will inform the designated point of contact (POC) if there are security issues. RWT will provide advice on configuration and routing changes requested by the designated points of contact. RWT will support the Viewpoint and Administrator application software, but will not be responsible for problems with this software or VoIP resulting from computer, server or network issues. If RWT determines that an issue is not covered under this plan, the designated point of contact will be informed before any billable work takes place.
Cost
The Silver TeleVantage Support Plan cost is based on the total number of TeleVantage licenses in a system or systems to be covered. The cost is $3 per license per month (pre-paid quarterly). If the support plan is pre-paid annually the thirteenth month will be free. If a license or licenses are added to the system, the cost of the support plan will be increased to reflect the additional license(s) and will be billed at the next billing cycle (pre-paid annual clients will receive a pro-rated bill based on the time remaining on their support plan). The minimum rate for a support plan is $90 per month. Systems that are smaller than 30 licenses will be billed at the minimum rate.
Support
All support will be provided remotely via computer or phone unless Rising Wave Technologies (RWT) determines otherwise. On-site support (unless authorized by RWT) is not covered under this contract. Support is provided during business hours Monday through Friday, 9am to 5pm. Out of hours support is available at an overtime rate.
Training
Rising Wave Technologies (RWT) will provide one training class for two (2) administrators every 12 months as a part of this support plan. This training will be over the internet. Additional training classes for administrators or users (approximately one hour each) may be purchased at the cost of $250 per class. There are two (2) user classes: one covers basic operation of the phone interface, voicemail and phone-based features; the other covers basic Viewpoint application features. Each user class is limited to twelve (12) users.
Upgrades
Rising Wave Technologies (RWT) will check the TeleVantage server quarterly for Operating System and TeleVantage patches and hot fixes that need to be applied. If the system needs to be down or rebooted to apply these updates, the designated point of contact will be consulted for the appropriate times to do this. RWT is not responsible for O.S. version upgrades (e.g. Windows 2000, Windows 2003), but they will install TeleVantage upgrades under this support plan (although each software upgrade must be purchased separately). Hardware upgrades are not covered under this plan and will be billed separately.
Client Requirements
The client must allow Rising Wave Technologies (RWT) remote access to the TeleVantage server. If access is not possible, then the support provided may be limited or billable. All support requests must originate with a designated point of contact (POC). This POC must have attended the TeleVantage administrator training.