Quicklert Maintenance Policy
Quicklert's Maintenance Policy defines the service support provided by Quicklert technical support with an active maintenance agreement. We have displayed the content below for your convenience. The following section provides definitions for the terms used in this document:
This is an Quicklert sponsored customer loyalty program designed to build a closer relationship between Quicklert and customers by providing customer participants with more influence over Quicklert's technology roadmap, voluntary participation in field trials, major software releases at no additional cost, discounts on software modules and many other benefits.
Quicklert Certified Party
An Quicklert Certified Party is someone who has taken and passed the Quicklert's Certification Exam. This can be an Quicklert partner, a Third Party Professional Service Organization or an Quicklert customer.
Level 1 Support:
"Level 1 Support" means Quicklert or an Quicklert Certified Party is working with you, the customer, in investigating and defining the problem which includes the following types of problem resolution activities: gathering and documenting data, investigation, isolating, and testing. These activities include searching appropriate documentation, such as user manuals, technical bulletins, and support bulletins and problem report lists. Upon completion of this level of diagnosis, Quicklert or the Certified Party support engineer must have a complete description of the systems, configuration information, revision level information, and details of problem resolution steps already taken. Quicklert or the Certified Party shall begin to analyze your problem. Level 1 support also includes correlating the issue with other issues, reproduction of the problem, identifying errors in product specifications, identifying misinterpretations of product specifications, and localizing product defects. Problem resolution activities at this level also include efforts toward finding a work-around.
Level 2 Support:
"Level 2 Support" means fixing the product or recommending a work-around. This level of problem resolution activity commences if Level 1 support is ineffective and will normally result in a work-around, patch or software fix. It involves activities such as the interpretation of gathered data and the examination of source logs or hardware schematics. Fixes and the ramifications must be completely documented. In the event that Level 2 support fails to resolve your problem due to the technical nature of the problem or the necessity for access to proprietary information, Quicklert or the Certified Party may contact Quicklert Level 3 support to resolve the problem.
Level 3 Support:
"Level 3 Support" means creating work-arounds, bug fixes and patches to be provided to Quicklert Certified support Parties or customers. Quicklert will provide "Break/Fix" support to those partners or customers or third party professional services organizations that provide you, the customer, with Level 1 and Level 2 support. Major Software Release: A Major Software Release is defined as a major version upgrade to an Quicklert product. An example would be from version 5.x to 6.x. These releases typically include enhancements to existing features as well as new features and are the only services that can be purchased directly from Quicklert.
Maintenance Renewals and Inquiries
All inquiries, updates, changes in information and renewal requests should be sent to firstname.lastname@example.org.
Major releases are not included in our maintenance program and are fee based depending on your current system and what the current MSRP is for the upgraded system. The fees are for each individual system. Note: In order to eliminate major release fees, you may join Quicklert's customer loyalty program, Impact. As a thank you for becoming an Impact member, we offer all future Major Upgrades at no additional charge. See below for more information.
Quicklert's Impact Program for Customers
When you are a current maintenance customer, you may enroll in Quicklert's Customer Loyalty Program, Impact. The following benefits are provided:
- No additional charge for Major Software Releases
- No major release fees for the life of your system
- Major Releases are scheduled for delivery once a year
- Major release fees are waived on all your systems Invitations to informative and private webinars
- Discounts on additional and/or new software modules
- No charge review of the embedded capabilities in IPsession
- No charge review of your current system capabilities
- Additional discounts for maintenance renewals
No Charge Services/Products Covered Under Quicklert Maintenance
Minor Software Upgrades
Minor Software Upgrades are considered scheduled releases of minor software versions. Example of these would be 5.3 to 5.4. These upgrades typically include maintenance releases. Minor modifications as deemed appropriate by Quicklert to existing features are also included in this category.
Installation and Upgrade documentation for new releases
Quicklert Maintenance provides the software and the documentation associated with the downloads. If engineering support is desired it may be fee based and can be obtained by contacting Quicklert or an Quicklert Certified Party.
Technical Support for product issues related to product failures or defects
In the event that a product failure occurs or a defect is found in the software that makes an application or feature perform differently than specified in the Quicklert specifications and documentation a support call can be initiated to Quicklert or an Quicklert Certified Party by using the process outlined in this document. Quicklert Support will provide Tier Three engineering, development and other technical resources as required to resolve the issue.
Fee Based Services Not Covered Under Quicklert Maintenance
The following fee based activities are outside Quicklert maintenance but can be obtained through separate support agreements provided from Quicklert or an Quicklert Certified Party. Pricing, scheduling and terms for the following are detailed in separate agreements with whomever is providing you support. Some of these services include:
Major Software Releases
A Major Software Release is defined as a major version upgrade to an Quicklert product. An example would be from version 7.x to 8.x. These releases typically include enhancements to existing features as well as new features and are the only services that can be purchased directly from Quicklert.
Product Configuration/Design related issues
Engineering support for changes to configurations and designs that occur after the initial project/phase is complete or is not part of a support call as defined by your support agreement with Quicklert or an Quicklert Certified Party.
Product Configuration/Design related issues Affected by Network Changes
Engineering support for assistance in troubleshooting or configuring as a precaution for or as a direct result of a network change will be covered by your agreement with Quicklert or an Quicklert Certified Party.
Customer requirement modifications
Changes to existing software and configurations requested by the customer that are not part of an actual support call as defined by your support agreement with Quicklert or an Quicklert Certified Party.
Live technical support for Software release support
Engineering support to assist in downloading or providing basic configuration activities for scheduled software releases as defined by your support agreement with Quicklert or an Quicklert Certified Party.
Configuration/Design for additional applications available with new releases
Most major software upgrades include additional features that can be configured as used in a customer environment. Quicklert or your Quicklert Certified Party can work with you to design and configure these applications.
Lapsed Maintenance Policy
Should your Quicklert maintenance lapse, you will have the following choices:
You may choose to not renew Maintenance
You will default to paying "Time and Materials" "Time and Materials" will be at the then current rates "Time and Materials" pricing is subject to change without notice Payment for Time and Material services is due at time that service is rendered
You may choose to renew
You will be subject to a "software assessment" fee to determine the status of the software being placed under maintenance. This fee must be paid in advance of the "software assessment" This fee is subject to change without notice The term of the Maintenance will begin the day payment is received
If you never had maintenance, you will have the following choices:
You may choose to not have Maintenance. You will continue paying "Time and Materials"
"Time and Materials" will be at the then current rates and: "Time and Materials" pricing is subject to change without notice. Payment for Time and Material services is due at time that service is rendered. You may choose to acquire your first year of Maintenance. You must pay a "software assessment" fee to determine the status of the equipment being placed under maintenance. This fee must be paid in advance of the "software assessment". This fee is subject to change without notice. The Maintenance will be in effect when payment is received Note: credit cards and wire transfers are acceptable
Time and Material
In the event that you require Quicklert support and you have no Maintenance in place at the time, you will first be given the option to sign or renew Maintenance under the above terms and conditions. If you choose to pay "Time and Materials", you will do so under the following conditions:
- You must agree to our fees, terms and conditions before any service is provided
- The fees are due immediately and are not dependent upon the results of the service provided.
- The fees are for time spent and materials used.
- Hourly charge for remote support is $650 an hour
- Daily charge for remote support is $5,000
- Daily charge for on-site support is $8,000
- Any fee assessed for work-arounds, patches or fixes will be determined at the time of resolution and will be additional to the fees above.
Post Installation Customer Training (Webinar-based): In addition to training that may be provided at the time of installation, Quicklert offers a 1 hour Webex free-of-charge training which is designed to keep you current with the newest features and capabilities of our product offerings.
Disclaimers and Restrictions
Quicklert will make every reasonable effort to answer Customer questions and respond to problems that are received by Quicklert technical support as specified herein. Quicklert, at its sole discretion, shall allocate support resources to respond to Licensee questions or problems based on the availability of such resources and the priority of Licensee's question or problem report, relative to all other pending Customer questions or problems. Quicklert shall determine the appropriate method for distributing any Patch or Update to Licensees. Quicklert is not responsible for any lost data files, recorded calls or any customer data lost when supporting the customer. The customer solely is responsible to back up its data bases, recorded calls or any customer data prior to engaging Quicklert. All inquires to Quicklert technical support must be made by an Authorized Contact Person. Quicklert is under no obligation to respond to other employees of the Licensee. Quicklert is not responsible for the support of users of end user applications developed by licensee that are based on or incorporate all or a portion of the Quicklert product, nor is Quicklert responsible for support of any modifications of the Quicklert product prepared by licensee, or any other problems with the Quicklert product that are not reproducible in the unmodified Quicklert product on the Quicklert approved platform.
NEITHER PARTY SHALL BE LIABLE FOR ANY DIRECT, INCIDENTAL, SPECIAL, PUNITIVE, OR CONSEQUENTIAL DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, OR DATA USE. QUICKLERT'S MAXIMUM LIABILITY FOR ANY DAMAGES ARISING OUT OF OR RELATED TO YOUR ORDER, WHETHER IN CONTRACT OR TORT, OR OTHERWISE, SHALL BE LIMITED TO THE AMOUNT OF THE FEES YOU PAID QUICKLERT UNDER YOUR ORDER, AND IF SUCH DAMAGES RESULT FROM YOUR USE OF TECHNICAL SUPPORT SERVICES, SUCH LIABILITY SHALL BE LIMITED TO THE FEES YOU PAID QUICKLERT FOR THE DEFICIENT TECHNICAL SUPPORT SERVICES GIVING RISE TO THE LIABILITY.
Quicklert is not responsible for any damage caused by the customer, the customer's environment or any negligent act on the part of the customer. Minor updates, compatible version releases, and patches are considered part of the Quicklert Software Products and are provided to Licensee under Quicklert's standard license agreement for the Quicklert Products, except as such terms and conditions may be modified by Quicklert. Quicklert is under no obligation to prepare or release for general availability any updates to Quicklert Software Products in response to problems reported by the Licensee, or otherwise. In the event that the Licensee desires a modification, extension or addition of function to Quicklert Software Products, Quicklert will, at Licensee's request, provide License with an Quicklert Certified Partner to quote such work subject to that Partner's standard consulting services rates and terms and conditions.
Regular Hours of Business and Customer Service
- 9 AM to 6 PM Monday through Friday, except for scheduled Quicklert holidays. Hours are based in the Eastern Time Zone.
- Quicklert support can be reached at email@example.com
- Additionally, Quicklert support can be reached by calling 888-918-4192 and selecting prompt 1
- International responses determined on a customer by customer basis
Priority 1 (P1)
Business is not operational or there is a critical impact to the Customer's business operations. The partner and Quicklert will commit all necessary resources around the clock to resolve the situation.
Priority 2 (P2)
Operation of an existing network is severely degraded, or significant aspects of the Customer's business operation are negatively affected by inadequate performance of Quicklert products. The partner and Quicklert will commit full-time resources during normal business hours to resolve the situation.
Priority 3 (P3)
Operational performance of the Quicklert equipment is impaired while most business operations remain functional. The partner and Quicklert are willing to commit resources during normal business hours to restore service to satisfactory levels.
Priority 4 (P4)
The Customer requires information or assistance with Quicklert product capabilities, installation, or configuration on behalf of the partner's Customer or the partner. There is little or no effect on the Customer's business operations.
Product Development Escalation Process
Once an incident has been escalated to Product Development:
Work will begin on an action plan for resolving the incident.
This action plan will:
- Document the nature of the incident. Note: the effect the incident has on the use of the system
- List the procedures necessary to correct the incident, and estimate completion time of a patch or workaround for the incident
- A Quicklert representative will be notified and will monitor progress until resolution
As Quicklert’s official commitment, the Technical Support Center will adhere to the response and escalation priority levels as summarized in the following table:
Priority Level One Support Level Two Support Resolution Time Time Patch or Workaround
Priority 1 Less than 2 hours Less than 2 hours 3 business days 10 or more business days
Priority 2 Less than 6 hours Less than 6 hours 5 business days 20 or more business days
Priority 3 Less than 24 hours Less than 24 hours 20 business days Next Release
Priority 4 Less than 24 hours Less than 24 hours 20 business days Next Release
In the above chart, hours refer to clock hours and days refer to business days. When using the Technical Support Center, the Customer will find that the Quicklert support staff typically outperforms the response and escalation times set for each severity level. (Times are from either the receipt of a telephoned notification of a problem or from the time the support team acknowledges the receipt of an opened Trouble Ticket from Quicklert’s website or email request.) The above time frames and responses will become null and void if access to equipment or information is denied or delayed by the customer.