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 quicker resolution than basic email support for DidItBetter Software sync issues you may be experiencing and any installation troubleshooting support needed within one year and is available during our normal business hours by appointment and scheduled in advance. Weekday business critical/emergency support may also be covered during normal business hours if appointment times are available. 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 engineers may suggest how to resolve and provide resources, however DidItBetter Software is not responsible for any third party resolution. Once your third party issue is resolved, the engineer 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 or customization services under this annual service plan, but third party product support are available under a separate support plan (Third Party Product Support Plans) in effect at the time. Any customization requests are quoted separately.
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 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. Tool licenses also required. Remote support access via a remote connection is required for our engineers to connect to the replication machine.
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 discounted pricing when purchasing one of our blocks of Premier Support or enrolling in our Annual Support plan. If you purchased a license value bundle, these tool licenses were included.
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.