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Basic
Support - included in License fee
Evaluation Support – priority support during your evaluation of
Sawmill
Problem reporting:
0900-1730 GMT | evaluation@sawmill.co.uk
Initial response:
2-8 hours, UK Business hours
Telephone Support:
Yes, inbound, Skype, UK Business hours only
Updates included:
minor releases only
First 30
days – support for 30 days following purchase
Problem reporting:
0900-1730 GMT | UK Business days | support@sawmill.co.uk
Initial response:
4-32 hours, UK Business hours
Telephone Support:
No.
Updates included:
minor releases only
Support provided for: Sawmill + 1 log format plug-in
Annual support for additional plugins:
upgrade to enhanced support
First year -- lower priority free support for non-contract customers
Problem reporting:
0900-1730 GMT | UK Business days | support@sawmill.co.uk
Initial response:
No SLA
Telephone Support:
No
Updates included:
minor releases only
Support provided for: Sawmill + 1 log format plug-in
Annual support for additional plugins:
upgrade to enhanced support
Enhanced
Support Programs - optional at additional cost
Priority
Support -- 20%
per year
Problem reporting:
24 x 7 | priority@sawmill.co.uk | unique Priority Support number
Engineer availability:
0900-1730 UK Business days only
Initial response:
4-16 UK business hours
Telephone Support:
Yes, inbound, Skype,
UK Business hours only
Updates included:
minor releases only
Support provided for:
Sawmill + 1 log format plug-in
Annual support for additional plugins: 1
extra plugin: 5% 5
extra plugins: 20%
Premium Care
Support -- 25% per year
Problem reporting:
24 x 7 | premium@sawmill.co.uk | state Premium Care number
Engineer availability:
0900-1730 UK Business days only
Initial response:
4-8 UK business hours
Telephone Support:
Yes, inbound, Skype,
UK Business hours only
Updates included:
minor releases + major releases
Support provided for:
Sawmill + 1 log format plug-in
Annual support for additional plugins: 1 extra plugin: 5% 5 extra plugins:
20%
Support Terms & Conditions
» Problem resolution times are not forecast or guaranteed under any circumstances
» A workaround or code patch may be regarded by us as a
permanent resolution to a reported bug
» Code level support is only available for the current
version and the immediately preceding version
» We reserve the right to recommend an update to a later
version if a fix is contained in the later version
» All costs incurred in updating for whatever reason are
the responsibility of the customer
» An acknowledged bug in the product is not an acceptable
reason for a free update
» Unless stated to the contrary support hours are
0900-1730 UK time, business days only
» All support revenues received by us are fully earned at
the commencement of the support period
» Basic Support during the first year is considered a
free service from Sawmill Analytics
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ANALYSE