Table of Contents
Support Categories
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 | Providing information on specific topics | Supportpartner | optional |
User support
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.
Software maintenance
Provided by Image Instruments
Software maintenance is a mandatory component of every license under the End User License Agreement. It includes the provision of updates to the current major version. Updates may include:
- Bug fixes
- Cybersecurity enhancements
- Functional improvements
Software maintenance is generally provided by Image Instruments and costs a uniform annual fee of EUR 99 plus VAT per license package covering all functional improvements including adjustments to changes in the runtime environment (updates of operating systems, drivers, interfaces, etc.), 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
Technical support comprises the two topic groups Level 0 and Level 1 support:
Level 0 Support
Provided by distributor / reseller
- Server installation
- Client installation
- Server-Client-connection
- Establish PMS interface
- Establish IMS interfaces (2D/3D)
- Software activation request
- Software activation
- Renew/extend license
- Database backup
- Software update
- Database migration
Level 1 Support
Provided by Image Instruments
- Installation of patches
- Other system settings
- Database restore
- Troubleshooting / Error messages
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 resolved in this way and for further technical support (Level 1 support), the customer may contact Image Instruments directly after contacting the seller.