Support

Product training provided during the implementation of the solution is geared towards two goals:

• Providing your IT support and chosen members of your engineering team with adequate knowledge to administer the EXTEND7000 solution

• Delivering first line support to your organisation's engineers and technicians.

Highest systems availability = highest ROI

SCHAD recognises that high systems availability is fundamental to meeting return on investment plans and offers a range of optional maintenance and support services to complement our EXTEND7000 products.

These include:

• Access to minor and micro product releases
  This is offered in accordance with our on-going continuous product development strategy. As part of this we periodically issue new minor and micro product releases that also incorporate minor product changes and bug fixes.

• Error correction service
  Reported Product faults are assigned a priority according to business impact. Each priority level is assigned a guaranteed service level to assure issues are promptly handled by our support team.

• Access to Hotline
  Telephone access to our support hotline. This service is available during normal office working hours, 9:00-17:00 Mon-Fri, but in some regions can be extended to be available 24 * 7.

• Software Information service
  Access to our support team to answer general queries and provide assistance.

• Software upgrades
  From time to time SCHAD will issue new major product releases. Users who have purchased the appropriate support options can benefit from the enhancements and new product features included in these releases through our software upgrade programme.