Premier UDASynch Support

The Premier Support UDASynch Customer will have priority response to technical support queries and professional services personnel. The result of which will be a deeper knowledge of the customer site enabling MB Foster to play an active roll in the implementation, tuning and support of the Solution.

Silver

Silver Level - up to 15 tables

1. Telephone support and automatic email notification on a 5x12 basis - 8am - 8pm Monday to Friday.
2. 16 person hours of professional service (2 person days - estimated value $4,000.00)
   a. Can be used for re-synching, updating etc.
   b. Table changes
   c. Applying submitted SR's by UDASynch Client
   d. On-site visits by MBF-Professional Services team (expenses extra)
   e. Hours are consumable within the year and cannot be carried over.
   
3. Priority call / email handing: 15 minutes during normal working hours and within a ½ hour after 5 pm. Within 1 hour during holidays.
4. Automatic Email notification to match Silver Level Support hours.
5. 10% Discount offered on retraining on UDASynch, UDALink w/JDBClink2) tools & processes.
6. 5% Discount offered on new modules (UDASynch Configuration Tool, adding UDACentral Data Sources or Monitoring Tools) etc.
7. Bronze level product support (@ 20% of product price) extended to match 5x12 timeline.

Gold

Client must provide VPN access to required systems

Gold Level - 16 to 40 tables

1. Telephone support and automatic email notification on a 7x12 basis - 8am - 8pm Monday to Sunday.
2. 32 person hours of professional service (4 person days - estimated value $6,800.00)
   a. Can be used for re-synching, updating etc.
   b. Table changes
   c. Applying submitted SR's by UDASynch Client
   d. On-site visits by MBF-Professional Services team (expenses extra)
   e. Hours are consumable within the year and cannot be carried over.
   
3. Priority call / email handing: 15 minutes during normal working hours and within a ½ hour after 5 pm. Within 1 hour during holidays.
4. Automatic Email notification to match Gold Level Support hours.
5. 20% Discount offered on retraining on UDASynch, UDALink w/JDBClink2) tools & processes.
6. 20% Discount offered on DataMart retraining on Run-Time, UDA (Link or Central) tools & processes.
7. 10% Discount offered on new modules (Run Time Configuration Tool, adding UDACentral Data Sources or Monitoring Tools) etc.
8. Bronze level product support (@ 20% of product price) extended to match 7x12 timeline

Platinum

Client must provide VPN access to required systems

Platinum Level - 40 Plus tables

1. Telephone support and automatic email notification on a 7x24 basis
2. 72 person hours of professional service (9 person days - estimated value $15,300.00)
   a. Can be used for re-synching, updating etc.
   b. Table changes
   c. Applying submitted SR's by UDASynch Client
   d. On-site visits by MBF-Professional Services team (expenses extra)
   e. Hours are consumable within the year and cannot be carried over.
3. Priority call / email handing: 15 minutes during normal working hours and within a ½ hour after 5 pm. Within 1 hour during holidays.
4. Automatic Email notification to match Platinum Level Support hours.
5. 25% Discount offered on retraining on UDASynch, UDALink w/JDBClink2) tools & processes.
6. 15% Discount offered on new modules (UDASynch Configuration Tool, adding UDACentral Data Sources or Monitoring Tools) etc.
7. Bronze level product support (@ 20% of product price) extended to match 7x12 timeline.