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Frequently Asked
Questions about Annual Maintenance
and Software Updates and Technical Support
Q. When does Annual Maintenance
commence?
A. It starts from date of purchase. It is payable from date of
purchase.
Q. I have received an invoice
to renew my Annual Maintenance. I can’t quickly locate the paperwork for the
initial purchase of the software?
A. No problem. We will happily send you a copy of previous invoice(s)
/ order(s).
Q. Why is Annual Maintenance a good
investment ?
A. Because it means you always have access to the latest version of
software, you are protected with compatibility issues with updates
of the operating system, you always have access to our full
technical support resources, you know and prepay exactly each year
for all the upgrades and support that may be required. Thus
simplified budgeting and ready access to all resources.
Q. How do we get notified of
new versions?
A. Information Gateways and/or the manufacturer email advice of new
versions and features. There are also alert lists.
Q. Can we get individual
version upgrades if we do not have Annual Maintenance?
A. Not usually. However in some instances we can reinstate (backdate) Annual
Maintenance.
Q. Do we get any technical
support if we do not have Annual Maintenance?
A. We will still answer the phone. Most likely we will recommend you
upgrade to the latest version (reinstate Maintenance) so we can help with your technical
questions. The upgrade will be an unexpected cost for you and
getting the upgrade to you may delay the problem resolution. Note
that many of our suppliers only offer engineering support to
Information Gateways for your problem on the proviso that you, the
customer, has current Annual Maintenance.
Q. How and where do I
download new versions?
A. These are available on the product manufacturer's website our
FTP
site.
Q. I have more questions ?
A. Please phone Sydney 02 9496 9496 or NZ 0800 442 637 and ask for
Melissa Dunn or email Melissa:
Melissa@ig.com.au
Maintenance
Information for Annual Maintenance Agreements
Affinite
NOTE: Annual Maintenance
mandatory for all initial purchases.
All minor and major upgrades for 12 months.
Updates downloadable.
Unlimited phone, fax, email support for 12 months.
After hours assistance / standby can be organized on a prearranged
basis.
B&L
NOTE: Annual Maintenance
mandatory for all initial purchases.
All minor and major upgrades for 12 months.
Updates downloadable.
Unlimited phone, fax, email support for 12 months with 24x7
for emergencies.
After hours assistance / standby can be organized on a prearranged
basis.
NTP Software
NOTE: 1 Year Product Update Contract
included for all initial purchases
(All minor updates and bug fixes for 12 months)
Product
Upgrade Contract does not entitle Customer to additional user
licenses or product upgrades. Upgrade Contracts also do not provide
upgrades or exchanges to different versions or packages of the
product which may contain new feature sets or different licensing
terms.
Updates downloadable.
NOTE: Product Upgrade Contract DOES NOT INCLUDE TECHNICAL SUPPORT
WHICH IS AN OPTIONAL EXTRA FROM NTP.
Axway/Tumbleweed
NOTE: Annual Maintenance mandatory for all initial purchases.
All minor and major upgrades for 12 months.
Updates downloadable.
Unlimited phone, fax, email support for 12 months with Tumbleweed 24x7
optional extra fee.
After hours assistance / standby
can be organized on a prearranged basis.
WildPackets
NOTE: Annual Maintenance included with initial purchases of some software
items.
All minor and major upgrades for 12 months.
Updates downloadable.
Unlimited phone, fax, email support for 12 months.
After hours assistance / standby can be organized on a prearranged
basis.
About Information Gateways Evaluation Software
How to obtain an evaluation
copy of software that we distribute:
Please email
info@ig.com.au or call +61 2 9496 9496, with your product evaluation
request.
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