The following support categories are distinguished:
| Category | Content | Provided by | Status |
|---|---|---|---|
| Software maintenance | Provision of updates and upgrades | Image Instruments | obligatory |
| Technical support | Provide technical support on designated topics | Distributor | optional |
| User support | Provision of user support | Supportpartner | optional |
Provided by support partners
License packages do not include training or user support. The dedicated training in the use of the software which is required acc.to its indication for use and medical purpose as well as user support can be obtained from the designated support partners. The costs charged for this are determined independently by the respective support provider.
Provided by Image Instruments
Software maintenance includes the provision of
Software maintenance is generally provided by Image Instruments and costs a uniform annual fee of EUR 99 plus VAT per license package, regardless of license type, program version, and license scope. The maintenance fee is also charged for multiple licenses.
If the Software was purchased through a reseller, the reseller will charge these costs to its end users and will remit this amount to Image Instruments as part of its annual billing.
Technical support comprises the two subject groups Level 0 and Level 1 support:
Provided by distributor / reseller
Provided by Image Instruments
The respective vendor is responsible for providing technical support (level 0 support) as the initial contact.\\.
The extent to which he charges annual or one-time fees for this is up to his own decision,
For problems that cannot be solved in this way and for further technical support (Level 1 support), Customer may contact Image Instruments.