Noetix Support Plans

Noetix Support Plans
Our relationship with our customers does not end when products are purchased. We offer a
comprehensive array of technical support solutions to help customers take full advantage of
their investment in Noetix. Whether customers need coverage on the weekend or access to
our Web-based resources 24 hours per day, Noetix provides different support plans to match
individual needs. Noetix also provides the flexibility to add on to support plans should customers
require additional support contacts or other optional services.
Noetix Standard Support
Standard support provides customers with software upgrades and maintenance releases.
In addition, supported customers receive 24/7 access to our Web-based resources and
online and telephone access to support engineers during normal business hours (Monday-
Friday).
Noetix Premium Support
For customers with additional support coverage needs, Noetix offers a Premium support
plan. Premium support is the highest coverage level available, providing customers with
extended hours of service, including nights and weekends.
“I have worked with several
software companies’ customer
support services and Noetix’s
customer support has by far
exceeded all others. All your
analysts have been knowledgeable
and pleasant to work with
and most importantly your entire
group works as a team to help
resolve issues.”
Noetix Administrator
Technical Support
Standard
Premium
“Your technical support is top
notch A1 quality. They have
Access to Support Engineers 8 hrs / 5 days 24 hrs / 7 days
Priority Queuing
Authorized Support Contacts 2 4
Annual Account Review
Priority Enrollment in Advisory and Beta Programs
Noetix Online Knowledge Base P P
Software Maintenance Releases and Upgrades P P
P
P
P
helped me troubleshoot problems
to my complete satisfaction. I
am very impressed with their rich
knowledge and have received
excellent service.”
Noetix Administrator
Additional Support Contacts (annual fee) + $1500 per + $1500 per
Managed Services optional optional
e*Services optional optional
Noetix Customization Maintenance optional optional
See reverse for summary descriptions of support services.

Noetix Support Plans
Support Services
Optional Services
Access to Support Engineers S,P
Hours of access to Noetix support engineers for problem resolution is
dependent upon the support plan purchased.
Priority Queuing P
Customers with Premium Support receive preferred service through
priority queuing (dependent upon case severity).
Authorized Support Contacts S,P
Designated customer contacts may log questions online with Noetix
Support. These individuals may include the primary and secondary
Noetix Administrators, a DBA or database expert with experience in
Oracle and/or SQL Server, and a functional super-user knowledgeable
in the underlying application.
Annual Account Review P
An annual conference call with cross-functional team members from
Noetix is intended to provide a forum for interaction between Noetix
and customers.
Priority Enrollment in Advisory and Beta Programs P
Customer involvement in Noetix’s advisory program will influence the
development process and help us validate usability and functionality.
Through our beta programs, early visibility allows customers to plan
their training and rollout strategy more effectively.
Noetix Online Knowledge Base S,P
To access Noetix’s Web-based, self-serve, technical resources, log on
to support.noetix.com 24 hours a days, seven days a week. Resources
available include documentation, release details, patches, upgrades,
service packs, and information about customer-reported defects and
enhancements.
Software Maintenance Releases and Upgrades S,P
Customers are eligible to receive maintenance releases, product
upgrades, patches, and documentation. Noetix Engineering strives
to exceed our customers’ needs by improving the functionality and
performance of our software with each major release. Maintenance
releases may contain new functions, fixes, or customer-requested
enhancements.
The optional services below require an active support contract:
Additional Support Contacts S,P
If your business requires more than the allocated number of support
contacts, additional support contacts may be added at the any time to
any support plan ($1500 per contact, annually). These contacts should
be trained and proficient with Noetix software.
Managed Services S,P
Administration of the Noetix environment is maintained remotely by
highly-skilled administrators that follow field-tested best practices.
Noetix offers standard, premium, and enterprise managed service plans
designed to meet the level of service required by individual organizations.
e*Services S,P
Noetix e*Services provides remote services as a supplement to formal
consulting or training. We recognize that customers have periodic
needs that go beyond the scope of Technical Support, and that formal
on-site consulting or training isn’t always appropriate or feasible for all
issues. If a dedicated resource is required for a few hours to assist with
an upgrade or migration, or help writing a report, or even to provide
a refresher on how to do something with Noetix software, e*Services
fits the bill.
Noetix Customization Maintenance S,P
Noetix Customization Maintenance (NCM) is a service that enables
customers to reap the benefits of developing customizations to
NoetixViews and having those customizations maintained through
upgrades by Noetix. Only customizations created by Noetix or certified
users are eligible for NCM.
For More Information
Refer to Noetix Support Policy for full offering details, contact information,
policies, and terms and conditions.
S
Standard Support Plan
P
Premium Support Plan
Noetix Corporation
5010 148th Ave. NE, Suite 100 425-372-2656
Redmond WA, 98052-5119 support.noetix.com