Support Plans
Software Maintenance Services

A unique advantage of being an Automation Technology customer is the strong commitment we provide to ensure you receive the best service and support in the industry. Our support programs are designed to provide the right level of support to meet the varying needs of your demanding projects. Our maintenance and support program is continuous and renewed annually.

ATI will provide technical support by phone, fax and e-mail to your technical support staff for resolving reproducible program errors that may occur in ATI Products. It is assumed your technical contact(s) will have a technical understanding of the ATI Product and knowledge of installing and supporting the ATI Product for your end-users. Training courses are available from ATI, billable at our then current rates.

1. Product Upgrades during your support period will be made available to you free of charge.
   
   
2. Response Commitments Issues will be assigned one of three categories of response, based on the nature of the issue and your requested response time.
   
   
   • Urgent - The ATI Product fails to function according to its published specification and you are unable to proceed without a fix to the problem or a workaround solution. ATI's response to Urgent issues shall be to assign the necessary personnel during ATI's normal business hours until the issue is resolved to your satisfaction. ATI may elect to provide a temporary modification or work around to the ATI Product, with a permanent modification included in the next scheduled maintenance release of the ATI Product.
     
     
   • Serious - The ATI Product or documentation contains incorrect logic, incorrect descriptions, omissions, or functional problems, which you are able to workaround until a fix is made available. ATI's response to Serious issues shall be to schedule the necessary personnel and effort required to solve the problem, and notify you of its status. ATI shall use its best efforts to correct reported, documented and reproducible program errors within fifteen (15) days after notification from you.
     
     
   • Not Critical - Minor code or documentation errors which do not limit the use of the product. ATI's response to Not Critical issues shall be the same as the Serious category above insofar as prioritization and notification; however, the correction of such errors shall be performed within the limits of ATI's resources and consistent with the obligations of ATI to its other customers.
     
     
3. On-line Support
   
   
   • We provide 24 hour support through our Web and FTP sites on the internet. The contents will include:
     
     
   • Documentation of bugs/workarounds/fixes for ATI products
     
     
   • Technical notes from support personnel
     
     
   • New release information

Recognizing the special requirements of your applications, we provide a number of strategic services and response commitments exclusively to you.

1. Four Hour Response Time:
   We ensure you receive responses to your issues within a four-hour response time to identify and isolate your issue. As your partner, we will do everything possible to provide a solution to your problem in the shortest amount of time possible.
   
   
2. Hot Fixes:
   We will provide new features, enhancements, and intermediate releases as necessary to meet your business requirements. Our in-house product tracking and release management system ensures that we migrate all your tracked releases into future version upgrades.
   
   
3. Engineering Services:
   We can augment your staff by providing services covering the entire development process from the initial design review to the complete implementation.

Contact Information
For more information, current terms, and pricing, contact the AWARE sales team by phone or reach them .