Tabriz Extended Customer Support Plans

	Basic Support	Premium Program Support	Second Line Support	Custom Engineering Support
Price per Tabriz engine	$600.00	$1,000.00	T.B.D.	Call for Quote
Save $100 on your service plan by ordering within 30 days of your installation
30 Day Free Installation Support	YES	YES	YES	YES
E-Mail Support	YES	YES	YES	YES
Software Patches & Upgrades	YES	YES	YES	YES
Call Center Support -- Business Hours	YES	YES	YES	YES
Call Center (7/24)	NO	YES	YES	YES
Telephone Consulting Rate	$200.00/hr	$125.00/hr	$90.00/hr	$90.00/hr
Included Telephone Support	None	2 Hours	4 Hours	4 Hours

FREE SUPPORT:

Web-based General Support Information available to Agent Ware & Agent Tools users.

Consists of:

• Our Website provides access to FAQ's and tech notes for each aspect of product usage (e.g. installation, configuration application development, and deployment.)
• Links to user news groups, other forums and additional websites will be provided.
• Sample files & patches libraries.

BASIC SUPPORT:

Price: $500/license/yr. for the first year if purchased within first 30 days, $600/license/yr thereafter.

Includes:

• Free support for first 30 days after registration of Agent Ware product.
• Access to E-Mail Support with customer number.Technical support will provide assistance within 24 hours.
• Access to downloadable Upgrades, patches and source code shipments from restricted areas.
• Consulting services available - $200/hr.
• Business hours access to Magic's call center for analysis.
• 2 hours free consulting
• Telephone consulting, by appointment, 1/2 hr. minimum during regular Business Hours.
• On-site consulting; 4 hours minimum and all travel and on-site expenses.

PREMIUM SUPPORT:

Price: $900/license/yr. for the first year if purchased within first 30 days, $1,000/license/yr. thereafter.

Includes:

• Automatic upgrade of the remainder of the 30 days Free Basic Support to the Premium Support level.
• Access to E-Mail Support with customer number.Technical support will provide assistance within 24 hours.
• Access to downloadable Upgrades, patches and source code shipments from restricted areas.
• Consulting services available - $125/hr.
• 24X7 Magic's call center access & pager response.
• 2 hours free consulting
• Telephone consulting, by appointment, 1/2 hr. minimum.
• On-site consulting; 4 hours minimum and all travel and on-site expenses.

SECOND LINE SUPPORT:

Price: $TBD

Available for organizations with installed sites needing second line, customer engineering, support to mission critical applications.

Includes:

• Automatic upgrade of the remainder of the 30 days Free Basic Support to the Second Line Support level.
• Access to E-Mail Support with customer number.
• Access to downloadable Upgrades, patches and source code shipments from restricted areas.
• 24X7 Magic's call center access & pager response.
• 4 hours free consulting
• Telephone consulting, deluxe rate ($90/hr)
• On-site consulting; 4 hours minimum and all travel and on-site expenses.

CUSTOM ENGINEERING SUPPORT:

Price: Call for Quote

Available to organizations, VARs, SIs, with rapid prototyping of critical internet/intranet applications, customer enhancements & frameworks needs.

Includes:

• Automatic upgrade of the remainder of the 30 days Free Basic Support to the Custom Engineering Support level.
• Access to E-Mail Support with customer number.
• Access to downloadable Upgrades, patches and source code shipments from restricted areas.
• 24X7 Magic's call center access & pager response.
• 4 hours free consulting
• Telephone consulting, deluxe rate ($90/hr)
• On-site consulting; 4 hours minimum and all travel and on-site expenses.
• Contract Engineering
• Customer engineering services are provided at negotiated rates.

  Tabriz Customer Support

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