FDAD™ Service Packages


Initial Support

Software support and maintenance services (that is, “Software Maintenance Services” or “SMS”) will be provided to Licensee by NGSC without additional charge for the initial twelve (12) month period (“Initial Support Term”) following NGSC’s receipt of the license fees. SMS are provided to Licensee only at those Site(s) which have made an initial purchase of the FDAD™ Software. SMS will consist of remote (that is, offsite) technical support (including engineering support or consultation) via telephonic, email, or other means of communication, with such support or consultation provided within forty-eight (48) business hours of Licensee’s reasonable request for such Included Support Services on the use of the as-delivered Software or other Licensed Subject Matter. Included Support Services will mean both the Level 1 and Level 2 support processes as set forth below:

Level 1 Process

Level 1 support is designed to quickly resolve known and routine technical issues. Support engineers are trained to take end user calls/email and create a support request on the ticketing system. Once the support request is created, Level 1 engineers follow a pre-specified procedure that consist of taking users through various levels of Software and hardware checks and reset operations. This includes guiding Licensee through various Software menus, until they find the source of problem and fix it. Level 1 support process ensures that any configuration errors are fixed. If the problem cannot be resolved then the support engineer guides the user to use a work-around until the problem is raised to Level 2 and is resolved there.

Level 2 Process

Level 2 support is designed to handle intricate and escalated support issues from Level 1. Level 2 engineers review the steps taken by Level 1 support. This indicates the various checks performed and configuration at the end user system. These engineers use their product expertise and the knowledge base to debug and resolve the issues identified in Level 1. Level 2 engineers then communicate with Licensee to get technical information such as system logs, run advanced tests and advanced configuration checks. Using their expert knowledge of the product Level 2 engineers resolve most Licensee support issues.