Effective from 1 July 2003
These Support Policies apply only to supported xAssets Programs and are subject to change.
Technical support is provided for problems related to running a live xAssets system which can be reproduced on computers belonging
to xAssets at xAssets offices under one of the test environments listed in the products documentation. Technical support needed to develop
or configure the system is not included, and enquiries from developers are dealt with at the discretion of the support engineer handling the call.
Support incidents which are supported:
Assistance in resolving urgent calls such as server down or application unavailable
Teething problems and "how tos" in the first three months after installation
Workarounds for problems caused by flaws in Microsoft technology including WMI security
Assistance in understanding and resolving error messages
Reporting, resolution of, and workarounds, for software errors
Development of SQL statements to assist in query and report development (one incident per customer per month)
Assistance in the resolution of failing Transformations, XDSL, AMSX and VBS scripts developed by xAssets
Support incidents which are not supported:
Assistance in the development of additional functionality
Assistance in the development of Transformations, XDSL, AMSX and VBS scripts
Assistance in the resolution of failing Transformations, XDSL, AMSX and VBS scripts developed in-house
Incidents relating to an installation where the hardware or configuration does not meet our System Requirements document
(Technicians may at their discretion give assistance in these unsupported areas where commercially viable and reasonable)
Delivery of Support is through one of the following:
Telephone
Email
Web based assistance using Instant Chat, Forums, Webex, Cisco VPN, Microsoft VPN or CheckPoint as determined by the xAssets technician.
Problems requiring on-site attendance will require a Purchase Order for appropriate time and expenses at current rates.
In order to receive technical support you must have paid Technical support subscription fees
for the xAssets product with which you are requiring support.
Technical support fees are payable by subscription annually in advance.
Once fully paid you have the right
to contact xAssets by telephone, email or a web submission form.
If you allow your support subscription to lapse then a fee of 150%
of the annual technical support fee will be due if you wish to renew up to 12 months after the lapse.
Customers will need to purchase the product again if the support subscription is lapsed for a period of 12 months or more.
If you do not allow your support subscription to lapse then xAssets may not increase your
support fees by more than 5% per year.
Any of your employees, contractors or agents may use this service provided they are
using a licenced product in accordance with its associated licence agreement.
Support incidents receive up to 15 minutes problem determination
before being placed on our call logging systems.
Technical support service contracts can be cancelled and are refundable on a pro-rata basis.
An administrative charge may apply.
Before placing a call it is possible to check if a solution has been published on the xAssets.com
support site.
Before placing a call you should prepare the following information:
Your contact information including name, email addresses, fax and telephone numbers
Your company name
Full details of the server operating system version and service packs
Full details of versions and service packs of IIS, Sql Server, MTS, COM+, MSXML
Steps to reproduce the problem
Screenshots saved as jpegs
A detailed description of the problem
The software products supported at present are:
xAssets Enterprise Version 5.0
xAssets Discovery Version 5.0
xAssets Fixed Asset Manager Version 5.0
xAssets Network Discovery Version 6.0
xAssets Fixed Asset Management Version 6.0
xAssets IT Asset Management Version 6.0
Custom Solutions developed with xAssets Enterprise Framework
Any service packs applying to the above
Your hardware and configuration must meet the required client and server configurations
specified in the Document "System Requirements", which was included in your installation CD/Download.
