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Hours of Operation
AltiSys provides Hotline support services Monday through Friday during the following hours:
8:30am to 6:00pm PST (Pacific Standard Time), excluding U.S. holidays.
AltiSys also provides off-hours support services via redirection of the main support number to a technical support engineer’s mobile phone. AltiSys off-hours customer support is provided at rates defined in the Customer Support Fee Schedule at the end of this document.
Note: AltiSys support policies may be changed without notice.
Access Methods
Designated contacts may request customer support services via Telephone, Fax, or Email.
Contact Designation
AltiSys provides phone support services to two (2) pre-designated customer personnel per
company who are authorized under AltiSys customer support agreements. Additional contacts for hotline support may be designated for a fee defined in the Customer Support Fee Schedule.
What is included under Technical Support?
Technical support includes information and assistance on technical issues related to the
installation, administration of AltiSys products, also AltiSys product features and
functions, as well as assistance in determining why the product may not be performing as you expected. Instructional assistance calls will be limited to 20 minutes; any instructional call which requires more than 20 minutes of an analysts time, will be referred to the AltiSys Consulting group.
Response Commitments
There is a separate response time definition for critical and non-critical issues. A critical issue is defined as one in which the AltiSys systems cannot be used at all, or disrupts the functionality of the AltiSys systems, to the extent that the system cannot be used. All
other issues will be considered non-critical. AltiSys base support program provides a one-hour response commitment for critical issues and a four-hour response commitment for non-critical issues.
Response times for AltiSys products are available for calls received during published service hours. Response times are not applicable during holidays, and closures due to natural disasters. AltiSys does not guarantee resolutions to questions within the response period, only responses to initial calls. Failure to contact a customer within the response time period because the customer is unavailable (e.g. phone busy, no answer, in a meeting, or out of the office) does not constitute AltiSys’ non-compliance with the response commitment.
Customer Support Fee Schedule
After Hours Support
Support for coverage outside of your purchased coverage hours is billed at $175 per hour with a one-hour minimum per incident.
Additional Support Contacts
Additional contacts for hot line support may be added at the rate of $995 annually.
On-Line Consulting and Training Fees
On-line consulting and training fees are quoted at the time of request based upon the nature of the request and time requirement.
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