DidItBetter Software Annual Support Plan covers remote/phone support by appointment on a single DidItBetter Software installation for a term of 1 year during our normal business hours. This support plan is different and separate from your software assurance which covers your free updates and upgrades on the licensed products for the duration of your software assurance term.
This Annual Support plan covers normal DidItBetter Software maintenance support such as installing product updates for those with valid software assurance in place, relationship set up and modifications, the DidItBetter Software portion of Exchange migrations or DidItBetter Software portion of disaster recovery, replication server move support and re-licensing the new replication machine, installations, conversion from one DidItBetter Software product to another DidItBetter product. This Annual Support plan ensures speedier resolution than basic email support for any sync issues you may be experiencing, and any installation support for an unlimited time during our normal business hours and held by appointment and scheduled in advance. Weekday business critical/emergency support may also be covered during normal business hours and sessions are also scheduled and held by appointment. Under the Annual Support plan, DidItBetter Software is not responsible for any third party product support, and once determined the cause for the request is third party related, our techs may suggest how to resolve and provide resources, but DidItBetter Software is not responsible for any third party resolution. Once your third party issue is resolved, the tech assigned to your case will be scheduled to reconnect our DidItBetter Software to normal functioning. This DidItBetter Annual Support specifically does not cover third party support under this annual service plan, but third party product support is available under a separate support plan (Third Party Product Support Plans) in effect at the time.
COVERAGE TIME: Weekdays, by appointment Monday through Friday 9 am to 5 pm ET, excluding holidays. Sessions are held by appointment and scheduled in advance during our normal business hours Monday through Friday from 9 am to 5 pm ET (last appointment at 4 pm). After-hours and weekend support is limited to 25 hours in one year during the enrollment term. If more than 25 hours of after-hours/weekend premier support is needed or used during an enrollment period, an early renewal of this plan will be required prior to the end of the contracted annual term.
PREREQUISITES: An active DidItBetter software assurance subscription is required and upgrade to latest release must be possible to provide this level of support. Remote support access via a remote connection is required for our techs to be able to remote in to assist..
For any migrations, move projects, or reinstalling to a new replication machine, the tools (Toolkit and the Recovery & Migration Manager) are sold and licensed separately at 50% off the regular price when purchasing one of our blocks of Premier Support or enrolling in our Annual Support plan.
Third party product support and customization services are not covered under this plan.
If you’re a licensed end user with multiple deployment licenses, contact us for special pricing.