Support Programs from Sawmill Analytics

 

Free Support from Sawmill Analytics

₋ Support during 30 day evaluation/ trial
₋ Support during first 30 days following license purchase
- Help Desk Support, first 12 months (no guaranteed reponse time)

Enhanced support programs from Sawmill Analytics


Basic Support:
12 month agreement, annual fee of 15% per year

₋ Access to Support as defined below, by email to: support@sawmill.co.uk
₋ Initial response 6-32 UK business hours
₋ Free access minor releases and maintenance releases
₋ Support for Sawmill and one log format plug-in
₋ Problem reporting 24 x 7
₋ Engineer availability 0900-1730 GMT UK business days


Premium Care Support:
12 month agreement, annual fee of 25% per year

₋ Access to Priority Support as defined below via special email address
₋ Initial response by engineer: 2-8 UK business hours
₋ Free access to all minor releases
₋ Free access to major product releases/updates
₋ Support for Sawmill and up to four log format plug-ins
₋ Profile mentoring: advice, guidance and testing of customer developed profiles
₋ Problem reporting 24 x 7
₋ Engineer availability 0900-1730 GMT UK business days
₋ Remote log-in support for troubleshooting/ bug resolution

Support Terms & Conditions
A workaround or code patch may be regarded by us as a permanent resolution to a reported bug
Code level bug fix support is only available for currently supported versions
We may decline to fix a bug if a fix is contained in a later version, or is not present in a later version
All costs incurred in updating, even if advised by us, 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
Support revenues received by us are fully earned at the commencement of the support period
Free Support is considered a cost of sales and is not negotiable or deductible
Sawmill Analytics Standard Terms & Conditions of Sale apply to all purchases