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ExceleTel Technical Support ServicesThe table below describes the suite of service benefits available to you as
your relationship with ExceleTel evolves. Please use this table to compare
the benefits and help choose the level of service you require. |
| Basic Trial Support |
Premium Trial Support | JumpStart Training | Standard Customer Support | PriorityONE
Customer Support |
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| Cost of Support Services | Free | Free | $195 Details |
Free |
$195/mo $495/qtr $1,495/yr Details |
| TeleTools License Mode | |||||
| Fully functional software |  |
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| Reminder mode license | |
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| 10-day license | |
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| 30-day license | |
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| Paid license | |
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| TeleTools Technical Support (This is for TeleTools only support. For support involving integration with 3rd party hardware or software, see the 3rd party section below.) |
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| Basic tips via email | |
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na | na |
| Advanced tips via email | |
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na | na | |
| Access to published sample applications | |
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| Online Help File | |
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| Online FAQ | |
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| Access to project targeted sample code | |
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| Standard email support | 10 days | na | 30 days | na | |
| PriorityONE email support | 30 days | |
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| PriorityONE phone support | 30 days or 3 incidents |
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| One-on-one training by phone | 1 hour |
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| Additional and per incident priority support | $150/hour or $295/incident |
$195 for
additional 30 days or 3 incidents |
$150/hour or $295/incident |
Included | |
| TeleTools Updates / Upgrades | |||||
| Minor updates | Free | Free | Free | Free | |
| Version upgrades | 20% disc | ||||
| Edition upgrades | 20% disc | ||||
| TeleScope License Mode | |||||
| Reminder mode license | |||||
| 10-day license | |
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| 30-day license | |
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| Paid license (dev. platform only) | |
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| Paid license (deployment - per CPU) | 20% disc | ||||
| Technical Support for 3rd Party
Hardware or Software (This includes support involving integration of TeleTools with 3rd party hardware or software.) |
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| when purchased from ExceleTel | |||||
| Standard email support | 30 days | na | 30 days | na | |
| PriorityONE email support | 30 days | |
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| PriorityONE phone support | 30 days or 3 incidents |
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| Hourly or per incident priority support | $150/hour
or $295/incident |
$195 for
additional 30 days or 3 incidents |
$150/hour
or $295/incident |
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| TeleScope deployment license | $30 / CPU | |
$30 / CPU | |
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| when purchased from a 3rd party | |||||
| Standard email support | |||||
| PriorityONE email support | |||||
| PriorityONE phone support | |||||
| Hourly or per incident
support (3 hours maximum per incident) |
$150/hour or $295/incident |
$125/hour or $250/incident |
$150/hour or $295/incident | $125/hour
or $250/incident |
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| TeleScope deployment license | $30 / CPU | $30 / CPU | $30 / CPU | $25 / CPU | |
| Other Benefits | |||||
| Notification of promotions / special offers | |
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| Notification of updates & upgrades | |
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| Consulting
Services (on-site available at daily rate plus exp.) |
$150 / hr $1,000 / day |
$150 / hr $1,000 / day |
$125 / hr $950 / day |
$150 / hr $1,000 / day |
$125 / hr $950 / day |
| Note: Discounts referenced above are not valid in combination with other offers or volume purchase agreements. | |||||
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