PrismTech

Prismtech's Silver Support and Maintenance program offers the following features in addition to those available in the standard support program:

• Extended Cover - 12x5
• On-site Assistance

This program provides the following additional benefits to customers:

• Greater coverage
• On-site visits to assist and expedite diagnosis and resolution of problem reports

PrismTech's Standard Support and Maintenance program for our products offers the following features:

• Web-based Support System
• Standard Cover 8 x 5
• Service Level Establishment
• Problem Report Acknowledgment and Response Times
• Problem Escalation
• Technical Account Manager
• Continuous effort 8x5 on high severity issues
• Technical Assistance
• Knowledge Base
• Update Center for download of Maintenance Releases and product patches
• Minor Releases
• Major Releases for 20% of license list price

This program provides the following benefits to customers:

• Access to a wealth of on-line information
• Downloadable releases and patches
• Status check on problem reports
• Defined Service Levels
• Personalized service from a Technical Account Manager
• Problem report status and regular Technical Account Manager reporting/meetings