06 Sep 2010 
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 Support Policy for District Licenses
Posted By: Bonnie Homewood On: 22 Jan 2010 08:17 AM
Details Description of the phone support policy for district licenses.

Telephone support for Media-X products is provided as per your contract
agreement. We do not offer technical support for users without a
current support agreement.
District licenses are entitled to have toll free telephone support for
designated IT support personnel only (number to be determined in the
formal proposal) for the full annual contract Monday to Friday, between
the hours of 8:00 AM to 5:00 PM EST, excepting Ontario and Canadian
statutory holidays on a first-in, first-out basis. We will require the
contact information for these designated support personnel for our
records. Calls will be returned within 24 hours during normal business
hours as outlined above. All eligible users will have unlimited access
to email technical support for the duration of their annual support
contract upon filling out a Call Ticket (http://helpdesk.media-x.com)
and under Help in the web based applications, if applicable. For those
covered by an annual contract, requests will be answered within two
business days during normal business hours as outlined above for the
full annual contract. In addition, all users will have access to the
online resources, i.e. manuals, quick start documents, web-based
movies, slide shows and/or tutorials. Please have your invoice number
or support contract number available. Expiration of support dates
appear on your invoice. If you do not have a current support agreement,
please submit a sales ticket through http://helpdesk.media-x.com




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