Differences

This shows you the differences between two versions of the page.

--- en:supportlevel [2022/04/27 12:30] – [Table] onyxadmin
+++ en:supportlevel [2024/04/25 07:37] (current) – [User support] onyxadmin
@@ Line 1: / Line 1: @@
+======Support Categories======
-======Support-Level======
 ----
-^                                                              ^ Name                ^ Content                                            ^ Provided by                     ^
+The following support categories are distinguished:
-^ [[supportlevel#Level 0 Support: Maintenance|Level 0]]        | Maintenance ¹       | Delivery of updates, upgrades and bugfixes         | Image Instruments               |
+|<  95%  24%  45%  20%  18%  >|
-^ [[supportlevel#Level 1 Support: Installation|Level 1]]       | Installation/Setup  | Installation and configuration support             | distributor; external partners  |
+^ Category            ^ Content                                                ^ Provided by  ^ Status         |
-^ [[supportlevel#Level 2 Support: Technical Support|Level 2]]  | Technical Support   | Support in case of technical problems or question  | distributor; external partners  |
+| [[supportlevel#Software maintenance|Software maintenance]]   | Provision of updates and upgrades   | Image Instruments   | obligatory   |
-^ [[supportlevel#Level 3 Support: User Support|Level 3]]       | User Support        | Application and user support                       | distributor; external partners  |
+| [[supportlevel#Technical support|Technical support]]   | Provide technical support on designated topics  | Distributor    | optional   |
+| [[supportlevel#User support|User support]]    | Provision of user support   | Supportpartner   | optional    |
 \\
-----
-=====Level 0 Support: Maintenance (mandatory) =====
-----
-   Provided by Image Instruments
+=====User support=====
+<WRAP nicebox blue>Provided by support partners</WRAP>
-Image Instruments provides software updates and upgrades on a regular base. Also required [[level_0_bugfixes|bugfixes]] are released and announded as updates. The availability of updates is displayed in the client main application [[info_menu|info menu]] and in the program [[program_onyx3config|Onyx3Config]] on the server. Installation of vailable updates has to be performed by the user and is mandatory for the use of the software as a medical product.\\
+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_providers|support partners]]. The costs charged for this are determined independently by the respective support provider.\\
-For software maintenance, Image Instruments will charge an annual maintenance fee to the licensee directly or via software distributor.\\
+\\
-[[http://www.onyxceph.com/index.php?option=com_content&view=article&id=96&Itemid=98&lang=en| Release History]]
+=====Software maintenance=====
-----
+<WRAP nicebox red>Provided by Image Instruments</WRAP>
-=====Level 1 Support: Installation (optional) =====
+Software maintenance includes the provision of
-----
-   Provided by Software Distributor | External Support Partners
+  * Updates
+  * Upgrades
-Software distributor will support the licensed user on request during installation and set up.\\
+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.\\
-Content, scope and costs of such a service are at the discretion of the distributor and should be the subject of a separate support agreement between the user and the distributor.\\
+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.\\
-----
+\\
-=====Level 2 Support: Technical Support (optional) =====
+=====Technical support=====
-----
+Technical support comprises the two subject groups Level 0 and Level 1 support:
-   Provided by Software Distributor | External Support Partners
+===Level 0 Support===
+<WRAP nicebox orange>Provided by distributor / reseller</WRAP>
-Software distributor or [[support#Support Providers|external support provider]] will support the licensed user in case of technical problems or questions.\\
+  * Server installation
-Content, scope and costs of such a service are at the discretion of the distributor and should be the subject of a separate support agreement between the user and the distributor.\\
+  * 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 3 Support: User Support  (optional) =====
+===Level 1 Support===
-----
+<WRAP nicebox red>Provided by Image Instruments</WRAP>
+  * 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 solved in this way and for further technical support (Level 1 support), Customer may contact Image Instruments.   \\
+\\
-   Provided by Software Distributor | External Support Partners
-Software distributor or [[support#Support Providers|external support provider]] will support the licensed user in case of application and workflow questions.\\
-Content, scope and costs of such a service are at the discretion of the distributor and should be the subject of a separate support agreement between the user and the support provider.\\
-----