DidItBetter Annual Premier Support Agreement
DidItBetter Software Annual Premier Support Agreement covers remote/phone support by appointment on a single DidItBetter Software installation for a term of one 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 products licensed and covers email support on the licensed product for the duration of your software assurance term.
This Annual Premier Support package covers normal maintenance, installing product updates for those with valid software assurance in place, relationship set up and therapy, relationship modifications, the Add2Exchange portion of Exchange migrations or Add2Exchange portion of disaster recovery, replication server move support with re-licensing to one new on-premise server, Add2Outlook installations, conversion from Add2Exchange to Add2Outlook. This Annual Premier Support package ensures speedier resolution than basic email support for any sync issues you may be experiencing, and any installation support for an unlimited time during our normal business hours and held by appointment and scheduled in advance. Weekday business critical/emergency support may also be covered during normal business hours and sessions are also scheduled and held by appointment. Under the Annual Premier Support, DidItBetter Software is not responsible for any third party product support, and once determined the cause for the request is third party related, our techs may suggest how to resolve and provide resources, but DidItBetter Software is not responsible for any third party resolution. Once your third party issue is resolved, the tech assigned to your case will be scheduled to reconnect our DidItBetter Software to normal functioning. The Annual Premier Support specifically does not cover third party support under this annual agreement, but third party product support is available under a separate support plan (Third Party Premier Support Plans) in effect at the time.
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 premier 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 software assurance subscription is required and upgrade to latest release must be possible to provide this level of support. Remote support access via a remote connection is required for our techs to be able to remote in to assist..For any migrations, move projects, or reinstalling to a new on-premise server, the Essential Support tools such as the Add2Exchange ToolBox, Add2Outlook Toolkit and the Recovery & Migration Manager or for Add2Outlook the A2O ToolKit are sold and licensed separately at 50% off retail when purchasing one of our blocks of Premier Support or enrolling in the Annual Premier Support plan. For value bundle licensees, you may have some of these tools already licensed. Third party product support and customization services are not covered under this agreement. This agreement also requires active software assurance in place.