Support

IDATA Resolutions Support is tailored to meet the specific needs of a wide and diverse range of customers, 24x7. IDATA Resolutions has a team of certified technical engineers to support our Australasian customers. We'll do whatever it takes to ensure that IDATA Resolutions customers have all the support they need. We're committed to providing outstanding products, service and support - the complete data-ready business solution - designed specially for your business.

IDATA Support Manual.pdf (47kb)

Software Maintenance

Software Maintenance is compulsory with all Support Plans and covers ongoing product updates and new releases. Product Maintenance also provides availability to back-end vendor support.

IDATA Business Support

Business Support is an annual charge that provides:

• Support for product fault resolution
• Coverage 8:00am to 5:00pm client local time Monday to Friday,
  excluding public holidays
• Telephone response by a support person within 4 hours to calls logged
  via the 800 number
• No charge for phone and email support time, vendor call logging and
  contact time, toll calls, fault research and testing time. This time is chargeable where a support fee is not paid
• Access to the IDATA FTP site via FTP or HTTPS
• Access to IDATA’s case management software
• Access to the Vendor Knowledgebase’s where available
• Access to IDATA after hours support within a 4 hour phone response time.
  A purchase order will be required to progress with after hours support.

Business Support incurs a minimum after hours charge at current callout rates.

IDATA Support Plans .pdf (47kb)

IDATA Extended 24x7 Support

24x7 Extended Support is charged in addition to the Basic Support Fee and provides:

• Coverage 24 hours, 7 days a week
• Telephone response by a support person within 1 hour to urgent calls logged via the 800 number
• After hours phone, remote access, travel and onsite time is charged
  at the lower After Hours Rate with no minimum charge.

IDATA Extended 15x5 Support

15x5 Extended Support is charged in addition to the Basic Support Fee and provides:

• Coverage 7:00am to 10:00pm client local time Monday to Friday,
  excluding public holidays
• Telephone response by a support person within 1 hour to urgent
  calls logged via the 800 number during coverage hours
• After hours phone, remote access, travel and onsite time is charged
  at the lower After Hours Rate with no minimum charge.

IDATA Operational Assistance

Charged in addition to the Basic Support Fee and provides:

• Telephone support during IDATA business hours on the day to day operational facets of the software. This provides support in operational areas outside of the usual fault resolution. It is not intended to replace the need for training on the software.

IDATA Operational Management

Charged in addition to the Basic Support Fee and provides:

• Automatic software-based monitoring and alerting
• Remote system management where required
• Issue escalation for certain identified problems that are deemed
  to require customer involvement or authorization.

IDATA Pre-purchased Monthly Hours

• Consulting and after hours support time can be pre-purchased on a
  monthly basis at a discount rate
• This time can be used for chargeable activities not covered by Basic Support
• The pre-purchased hours are not cumulative i.e. they must be used in
  the month purchased
• IDATA provides the above support options as at March 2004
  Please check with IDATA for current support options.