Support and Maintenance
Support for Copia products is available either through a Maintenance agreement, or per hour. Maintenance entitles you to the following:
•Incremental and full version software updates
•Telephone Technical Support (Monday - Friday, 9:00 a.m. - 5:00 p.m. CST)
•Remote support using the COPIATECH utility (based on UltraVNC) or Remote Desktop
•The initial 90 days (from date of purchase) of maintenance are free to cover installation and setup of your CopiaFacts system.
Maintenance pricing is based upon the number 'maintenance units' in your CopiaFacts system. Maintenance prices quoted at initial purchase will remain valid for one year from the date of purchase. Thereafter Support and Maintenance are available on a chargeable basis at the annual rates set out in Copia's published price lists current at the time of renewal. For each period of Support and Maintenance a license key will be provided which enables the licensee to use any new software releases issued prior to the end of the period. Such releases may include both bug fixes and enhancements, but some enhancements included may take the form of options for the use of which an additional license fee may be payable. Please contact your sales representative for more information, or to check the expiration date of your current maintenance contract.
Support is available for both current and older versions of Copia software. No Copia software ever reaches 'end-of-life' for support purposes. However Copia support is offered on the basis that when a support incident can be resolved by upgrading to a later CopiaFacts version, extra support fees will be charged if the user is not able or not willing to upgrade. This has been the principal reason for including both support and upgrades in the Copia maintenance arrangements. There are many reasons why an upgrade may not be possible, including the end-of-life policies of hardware and operating systems suppliers. Please refer to Support for Non-Current CopiaFacts Releases for information about Copia addresses some of these situations. Priority is offered in such cases, and lower costs apply, to subscribers to the CopiaFacts Software Assurance Scheme, which provides source code in escrow, including source for older versions of Copia software. For customers who do not subscribe to Software Assurance, and who are not able to upgrade to a CopiaFacts release which resolves the issues raised in a support incident, support will continue to be available at Copia's standard hourly rates.
Copia encourages customers to purchase and continue to renew this Support and Maintenance arrangement. However Copia support is also available on prepayment of a fixed charge per question (maximum of one hour of telephone support), and individual program updates are also available at a fixed fee per item, which includes three months of Support and Maintenance. For cost details, please refer to Copia's published price lists. When Support and Maintenance is restarted other than from the end date of the Initial Support Period or from the end date of the preceding period of Support and Maintenance, an additional fee will apply.
Please note that Copia support is intended to assist you with your normal use of the CopiaFacts product and that Copia reserves the right to charge at standard hourly rates for help with such items as 'disaster recovery', system relocation or hardware re-building, and for re-training if a member of your staff who is not familiar with the product takes over responsibility for it. If you have declined or not renewed Copia's maintenance package then support in such circumstances will automatically be chargeable at Copia's hourly rates.
Technical Support Hours
Copia offers telephone technical support Monday through Friday, 9 a.m. to 5 p.m., CST. In the U.K., Copia's office hours for technical support are 9.30 a.m. to 5.30 p.m. CopiaFacts technical experts are ready to assist Copia customers with any type of operation or installation problem. More information will be found in the Contacting Technical Support section.
Application Support and Customization
Technical support includes the provision of advice on how you can use CopiaFacts features to implement specific applications but does not extend to the development of applications for you.
Copia will be pleased to quote for the provision or development of additional software to address specific business needs. A current Support and Maintenance arrangement is a pre-requisite.