Owner's manual

1 – Introduction NET SatisFAXtion 8.6 Manual 12
1.7.1.2 Standard Support Plans
FaxBack support engineers are skilled in troubleshooting, problem diagnosis
and identifying resolutions. Benefits include:
• Suppor t duration: sold in 1, 2 and 3 year plans
• Hours of coverage: 6:30am–5:00pm PST, on business days Monday
through Friday (Except Holidays)
• FaxBack Customer Connection: dial-in or remote access to customer-
system for rapid resolution
• Email, fax and telephone access to Technical Support Team during hours of
coverage
• Online Knowledge Base access
• Number of incidents: unlimited
• Software Updates: Service packs, software updates and product
releases.
• For new and renewing suppor t customers: Standard Support is
invoiced at 15% of the total current list price of the software products
purchased
1.7.1.3 Around-the-clock 24×7 Suppor t Plans
Includes all the features of our Standard Support plan plus expedited 24×7
support. This support plan is geared toward organizations with mission-critical
fax systems that cannot risk downtime. Enables customers to handle system
maintenance, upgrades or other potential support issues during non-business
and non-critical hours of operation.
• Includes all the features of the Standard Support PLUS:
• Expedited 24×7 support, 365 days a year including holidays.
• After business hours and holidays receive a call back from a support
engineer within 30 minutes
• For new and renewing suppor t customers: Around-the-clock 24×7
Support is invoiced at 25% of the total current list price of the software
products purchased
1.8 Product Key
Your server’s product key determines what features are available. It also
contains other important information such as your Customer ID, the server's
Server ID, and the expiration date of your FaxBack technical support agreement.
Your product key encodes the following parameters, which you can see using
the Start ► Programs ► NET SatisFAXtion ► Update Product Key program.
CustomerID: Your customer number in FaxBack’s customer database.
Ser verID: The number identifying this NET SatisFAXtion server install. If you
have multiple fax servers, each will have its own unique ServerID.