Onset Maintenance and Support is a comprehensive technical support and product upgrade program designed to help you get the most out of your Onset products. The program offers you direct telephone, fax, and e-mail access to expert support engineers for problem resolution, status reporting, documentation clarification, and technical guidance. Onset responds to high-priority contacts within 30 minutes and rigorously follows up to ensure your system is working optimally - as quickly as possible.

Your contract provides one year of the following program features:

• Unlimited support including 24/7 access for priority 1 issues
• Free upgrades and maintenance releases
• Periodic support bulletins

Response Times

Onset support engineers will respond to customer contacts based on the following priority definitions:

• Priority 1 - Time-critical production outages - the system hangs or crashes repeatedly after restart attempts.
• Priority 2 - System performance is significantly decreasing productivity - there are periodic work stoppages, occasional crashes, etc.
• Priority 3 - System stability is causing minor problems  - there are minor program errors, incorrect behavior, or documentation errors.

Target response times are as follows:

• Priority 1 - Initial response within 30 minutes with follow-ups daily.
• Priority 2 - Initial response within 30 minutes (8am-5pm PST) with follow-ups every 2nd business day.
• Priority 3 - Initial response within one hour (8am-5pm PST) with follow-ups every 3rd business day.

You will usually be able to contact a support engineer immediately 8am-5pm PST. Please note that the above response times are targets and are not guaranteed.

Support for priority 1 issues (time-critical production outages - the system hangs or crashes repeatedly after restart attempts) is available 24 hours a day, seven days a week.

Support for priority 2 and priority 3 issues is available during normal business hours.

In addition to standard Maintenance and Support contract activities, Onset offers premium support options for customers who require the most stringent METAmessage performance standards.

Gold Program
The Gold Program provides all standard Maintenance and Support activity and:

• Support case liaison (SCL) who is personally responsible for proactively optimizing a customer’s METAmessage implementation
• 15-minute response, 24/7/365, to Priority 1 issues.
• Immediate notification and delivery of upgrades, hot-fixes, and service packs.
• All standard Maintenance and Support program activities.

Platinum Program
The Platinum Program provides all Gold program activity and:

• Membership in Onset's Strategic Account Program. This program includes periodic meetings with Onset executives in order to optimize METAmessage product development.
• Onsite visits within 72 hours for problems not resolved via phone within 24 hours.
• Two maintenance onsite visits per year to optimize the METAmessage implementation.
• Custom-configured handheld client.
• METAmessage SysAdmin tool.
• One end-user Webinar training session.
• 50% discount on Onset GetData Flow SDK.
• 24-hour assistance with upgrades.

For more information about the Onset Maintenance Program, please contact an Onset sales representative, call Onset at (877) 847-8329, or email sales@onsettechnology.com.