Support Maintenance and Upgrade Options
   
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OpenText provides comprehensive programs to support our customers, enabling them to run the most up-to-date and advanced versions of FirstClass. These programs are designed to support customers running FirstClass with active support agreements, customers that are running FirstClass without an active support agreement, and former customers who wish to re-instate FirstClass within their organizations. For any queries on the below please contact our Sales Team.
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Maintenance & Support

FirstClass license purchases include an automatic Maintenance and Support agreement with OpenText. For current FirstClass customers, the Maintenance & Support term is aligned to the existing anniversary date, with a minimum 12-month M&S agreement required for all licenses. Maintenance & Support renewal pricing is currently 20% of the initial license purchase price, subject to annual increases of up to 10%.

The Maintenance & Support Program includes the following services:

  • Software Updates: Access to all the latest product upgrades, maintenance releases, patches and documentation.

  • Standard Support Services: Support services during standard regional working hours by telephone, e-mail and online via FCOL.

  • FirstClass Online (FCOL): Powered by FirstClass, FCOL provides a shared knowledge base for subscribers to the Software Maintenance Program.  As the FirstClass support portal, FCOL also provides customers with convenient access to software upgrades, a support knowledge base, peer-to-peer discussions and an online mechanism to post and review trouble tickets.

Upgrade Program

FirstClass customers without active Maintenance & Support agreements have two options depending on the date their support contract with OpenText expired:

  • Option 1: FirstClass customers whose Maintenance & Support contract has been expired for less than 18 months have the option of reinstating their former M&S contract. Once reinstated, customers will be afforded full access to all upgrade software release during the time their contract was expired. Customers will also be given full access to all support resources as outlined in our Maintenance & Support Program.

  • Option 2: FirstClass customers whose Maintenance & Support contract has been expired for more than 18 months have the option to avail of our Upgrade Program and thereby enter into a new Maintenance & Support Program.  At the time of upgrade, customers have the option to augment their FirstClass licenses to match their requirements going forward. This includes adding or deleting user licenses, session licenses, or any of the add-on FirstClass modules. Customers will be afforded full access to all upgrade software released during the time that their contract was expired. Customers will also be given full access to all support resources as outlined in our Maintenance & Support Program.


© Copyright 2012 Open Text Corporation