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Table of Contents
Support-Level
| Name | Content | Provided by | |
|---|---|---|---|
| Level 0 | Maintenance | Delivery of updates and upgrades | Image Instruments |
| Level 1 | Installation / Setup | Installation and configuration support | distributor; external partners |
| Level 2 | Technical Support | Support in case of technical problems or question | distributor; external partners |
| Level 3 | User Support | Application and user support | distributor; external partners |
Level 0 Support: Maintenance (mandatory)
Provided by Image Instruments
Image Instruments provides software updates and upgrades on a regular base. Also required bugfixes are released and announded as updates. The availability of updates is displayed in the client main application info menu and in the program 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.
For software maintenance, Image Instruments will charge an annual maintenance fee to the licensee directly or via software distributor.
Level 1 Support: Installation (optional)
Provided by Software Distributor | External Support Partners
Software distributor will support the licensed user on request during installation and set up.
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.
Level 2 Support: Technical Support (optional)
Provided by Software Distributor | External Support Partners
Software distributor or external support provider will support the licensed user in case of technical problems or 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 distributor.
Level 3 Support: User Support (optional)
Provided by Software Distributor | External Support Partners
Software distributor or 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.