Support Services

French Version

When buying AddOnMail's product, the customer can subscribe to the Annual Maintenance and/or Support Services.

 

Annual Maintenance

It must be purchased when buying products.
If Annual Maintenance is not purchased, a warranty period of 30 days will apply.

This service includes:

  • Processing of anomalies category A and B
  • Patches and upgrades
  • Support via email only

Access to support service
User:
Password:
 

Anomaly Report:

Anomaly Ranking:

Category A: minor anomaly that does not stop the software. Solutions can be easily implemented.

Category B: anomaly generating a wrong execution of a software functionality.

Category C: anomaly appearing irregularly and not reproducible in AddOnMail’s Support Center in similar conditions to those of the customer. Anomaly needing a special environment or analyze and complex tests.

Anomaly Report Processing: The annual maintenance includes anomaly report processing generated by the customer's representative(s).
Processing includes:

  • Anomalies A et B report
  • Answer to the reports
  • Providing patches when necessary

Exclusion: Processing of Anomaly C report is excluded (anomalies appearing irregularly and needing complex tests). These anomalies must be processed through a punctual contract and are subject to a cost estimate before any action.

 

Patches and Upgrades

Patches and upgrades are delivered for licenses on the same operating system (for example, upgrade to v1.1 to v1.2 on Windows but not v1.1 on Windows to v1.2 on Linux)

 

Support via email

The annual maintenance includes support by email without commitment on the answer's delay. For other support services, please read the Support Services description.

 

 

Support Services

The main support services contracts are:

Contract Reference Description Type

WebSupport Plus
  • Personalized access to AddOnMail's Support Web server*
  • FAQs
  • Anomaly Database
  • Download Space
  • Access to the Hotline (standards hours),
    programming support not included
 Annual Contract

S.O.R.

(Support On Request)
  • Telemaintenance intervention*
  • Analysis of anomaly category C
  • Logs analysis
 Cost estimate per hour

Easy Develop
  • Programming support (UA-FI, MailmaX.400, MAPI)
 Cost estimate per hour

Extended Call Access
  • Access to Hotline (extend hour: 24/24, 7/7)
 Annual Contract

An own phone number is given for the Hotline to obtain help with the use of software or to have general information.

The Hotline is open from 9am to 6pm Paris time, Monday to Friday excluding French free days.

 

* The support web server is open 24/24, 7/7 and offers a personalized access to the download center to recover patches or configuration files, to access FAQs pages with the most frequent question/anwser and access to the anomaly database of products distributed by AddOnMail.