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WARRANTY (90 days) products & bespoke software |
TELEPHONE SUPPORT (up to 20 incidents per annum) products only |
COMPREHENSIVE SUPPORT (annual) products & bespoke software |
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Reporting of product faults by fax or in writing only. [a product fault is the software in non compliance with the published user manual] |
Dial in telephone service only on dedicated support line for operational advice on use of licenced products Reporting of product faults by fax or in writing only. On-line access available. |
Fault reporting or requests for operational assistance on dedicated comprehensive support line Service provided by Telephone / Fax / Modem / on-site visit |
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No limit on number of reports |
Up to 20 incidents |
Based on hours purchased |
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No guaranteed response time. Product faults (non compliance with user manual) analysed by severity. Fixes for severe faults will be issued as soon as available, others in future product releases. |
Available 9.00 – 17.00 Mon - Fri except Bank Holidays & Christmas week.
Fixes to product faults as per warranty. |
Guaranteed 4 hour response during 9.00 - 17.00 Mon - Fri except Bank Holidays & Christmas week. Faster response and extended hours of cover are available at extra cost. |
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Logging of product faults only - does not include general queries or network or operating system cover (see below). |
Enfield Product operating advice only - does not include network or operating system advice. |
Total support for the Enfield software and operational advice and assistance on network / operating system. |
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No analysis of reports. |
No analysis of calls. |
Monthly analysis of calls. |
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Recovery of data not included. |
Recovery of data not included. |
Assistance with recovery of data if required. |
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Product upgrades provided free of charge. |
Product upgrades available at favourable rates. |
Product upgrades available at favourable rates. |
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No reporting on progress of fault report. |
No reporting on progress of fault report. |
Regular reporting on progress of call, with fault escalation service. |
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Training not included. |
Training not included. |
Application refresher training can be included (if hours available on support contract). |
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Free of charge. |
Fixed annual fee (max 20 incidents) for base module and for each additional module, includes online access. |
Negotiable. Minimum of 20 hours with increments of 10 hours. |
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WARRANTY (as per manufacturer) |
TELEPHONE SUPPORT (not applicable) |
COMPREHENSIVE SUPPORT (annual) |
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Only if product was supplied by ourselves. |
Normally supplied by manufacturer. |
Covered for their use with Enfield software. New releases and bug fixes supplied by manufacturer. |
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Free of charge. |
Chargeable directly by manufacturer. |
Advice provided in Enfield product support cost. Upgrades and internal tech support purchased from manufacturer. |
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WARRANTY (as per manufacturer) |
RETURN TO DEPOT (annual) |
ON-SITE (annual) |
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Return to depot. |
Return to depot. |
On-site. |
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No guaranteed response time. |
Response by prior negotiation. |
Guaranteed next day response during 9.00 - 17.00 Mon - Fri except Bank Holidays and Christmas week 4 hour response available for some products. |
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Repairs free of charge, costs of transit to depot borne by customer. |
Price by negotiation. |
Price by negotiation. |