Support and Training
Software Entitlement Service (SES)
The Software Entitlement Service provides customers with access to future feature releases of Occam OS software. This service includes web-based distribution of software releases and is a cost effective way to maintain Occam software at the most current release levels. An annual flat fee for the service grants you access to any and all software releases that may occur during the year, including major releases and maintenance fixes.
Occam will proactively inform you when new software releases are available and the TAC will provide 7x24 support during your migration upgrades at no additional charge. Software releases are provided for download off an Occam designated download site. A master set or an upgrade package of documentation is provided via download for each major release, which ensures that customer network operations center support personnel will have up-to-date documentation.
By paying an annual flat fee for software releases, you can plan and lock down your software maintenance budget. In effect, you will have access to all new releases for the duration of the contract, regardless of the number of releases and features that may occur during the contract period.
SERVICE PROGRAM |
SES support Deliverables |
Telephone Access |
Non-Emergency: 8-5 PM Site Local time, M-F, excl. holidays |
Geographic Area |
North America |
Response Objective |
Critical - 15 minutes |
Performance Metric Objective |
90 % |
Software Maintenance Fixes |
Included |
Software Feature Releases |
Included |
Upgrade Migration Support |
Included |
Software Documentation |
Available for download |
Email Support |
Next Business Day Response, except holidays |
Access to Tech Bulletins |
Included |
Cost of Service |
Annual Fee – Based upon Product Configuration |