Definition of Services Provided

Cost/Year: Support plans are renewable annually from the date you purchase the support plan. Any unused support hours will not be refunded. Choose the support plan carefully to match the type of support services you will need from NETcellent.

Support Hrs Included: This is the maximum number of support hours you can use with the support contract. Each incident has a minimum 0.5 Hr charge and is incremented by 0.5 Hr for additional support time exceeding 0.5 Hr. We will track the balance of your support hours. When support hours drop below 20% of your support plan, we will bill you for another support plan of the same type with a statement to show you the past support activities for that period. If you wish to change to a different type of support plan, you may call, e-mail, fax or write us, then we will bill you for a different plan. The new support plan will take effect from the date we receive your payment and renew annually from that date.

E-Mail Support: You can also send us an E-Mail technical support question and we’ll respond to your question within 24 hours. If you outline your E-Mail question carefully, you will save us both a lot of time on the phone identifying your problems. If there are additional issues to be clarified, we will call or E-mail you.

Fax Support: You can send us a fax to outline your question. A fax is very helpful if you have the error message on the screen and if you can do a screen dump to the printer, then we can see exactly what appears on your screen. Sometimes, faxing over your report and data on your screen will also be extremely helpful to identify your question. We will either fax, E-mail or call you to clarify certain issues.

Web Support: As a supported user, you are allowed to access our web-site 24 hours a day and 7 days a week, at www.netcellent.com  or www.elliott.com for downloading the latest updates. A  technical support knowledge base will also be on-line in the future where you can search by key words for documented solutions to your problem.

Phone Support: If you can’t wait for a response, just pick up your phone and call us with your question. If there are any print screens or reports that you can fax to us ahead of time to clarify your question, please do so. This will reduce the amount of time that we need to spend on the phone and help to reduce your support cost.

Modem Support: When it becomes very difficult to identify where the problem comes from modem support may be needed. This is especially useful in the case where we can’t recreate the problem as you reported.  We might need to access your system via modem so we can duplicate your problem. In some situations, this is the only solution to identify your problem and solve it. The environmental problem typically can’t be duplicated by us and therefore requires modem support to solve the problem. Modem support is not a requirement; however, it is recommended if you need the ultimate remote solution. You will be responsible for setting up your modem, phone line and remote support software (PC Anywhere from Symantec). Modem support is a premium service and may not available to some support plans.

Access to Front Line Support: All support will be routed to our front line support first. Our well-trained front line support specialists will identify the nature of your problem and recommend a solution for you.

Allow Escalation to 2^nd Level Support: If our front line technical support can’t identify your problem, he/she can escalate your question to 2^nd level technical support. We will use our discretion to decide whether you need to talk to 2^nd level technical support or not. 2^nd level technical support are our senior support engineers that have an in-depth knowledge about  a wide variety of issues.

Allow Escalation to 3^rd Level Support: If 2^nd level technical support can’t identify your problem, he/she can escalate your question to 3^rd level support. 3^rd level support is the highest support you may obtain from NETcellent. We will use our discretion to decide whether you need to talk to 3^rd level support. This is a premium service and may not apply to all support plans.

Allow Direct Access 2^nd Level Support: All support should go through front line technical support. However, if you have previously worked with a 2nd level technical support representative and want to continue working with that person, you may request to do so when you call in, or indicate it in your E-mail or fax. This is a premium service and may not apply to some support plans.

Discount for NETcellent Training: If you choose to go with certain support plan(s), you may qualify for a discount when you attend NETcellent training in a classroom style.

Discount for NETcellent Consulting: If you choose to go with certain support plan(s), you may qualify for a discount when you contract with us for consulting services.

Priority Response: If you choose to go with certain support plan(s), we will guarantee a call back within two hours from the time you call in. If we can’t call you back in two hours, we will waive the support charge for that incident. We will also utilize whatever resources required to solve your problem. You will be the 1^st priority for callback. Priority Response is a premium service and may not apply to certain support plans.

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