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Advantages of a maintenance contract

A maintenance contract ensures that you receive the support you need; at the moment you need it.
Costumers with maintenance contracts have priority when they require support.
But the maintenance contract also provides you with the latest software version with (small) new features and bug fixes, and it entitles you to receive support when reconfiguring the system or changing components.

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Maintenance contract
Arbor offers 2 maintenance contracts (Software Maintenance and System Maintenance), each with 3 possible Service levels (Standard, Extended, Full).

Maintanance contract


1)             Software maintenance contract
Standard:   Monday till Friday 8:30 till 17:00
Extended:  Monday till Friday 7:00 till 22:00, includes preventive maintenance (4x / year)
Full:             24/7, includes preventive maintenance (4x / year)

2)             System maintenance contract
Standard:   Monday till Friday 8:30 till 17:00
Extended:  Monday till Friday 7:00 till 22:00, includes preventive maintenance (4x / year)
Full:             24/7, includes preventive maintenance (4x / year)
 
A brief explanation of each type of contract is given below, together with a summary of the advantages.

SLA level response time
A brief explanation of each type of contract is given below, together with a summary of the advantages.


Software maintenance contract
This contact offers support on all Arbor software components and entitles you to receive free upgrades to newer versions containing bug fixes and small improvements. This contract does not offer support for hardware related problems.
If this contract covers 3rd party software modules (meaning not from Arbor), the contract entitles you to support from Arbor on these modules but not to free upgrades, unless specifically stated otherwise.
 
System maintenance contract
A system maintenance contract has all the advantages of a software maintenance contract, but it additionally includes support on the hardware.
 
This includes firmware and other software parts that are part of the hardware components. For PC’s this contract also covers the Operating System.
The contract includes support for re-installation of software modules after a hardware-related problem (such as HD crash), it includes support when using or configuring hardware components and support for problem diagnosis.
Supply of replacements is not covered by this contract. During the warranty period (usually 3 years), this will normally be covered by the manufacturer warranty. After this period, the replaced parts will be invoiced.
 
For all contracts the following applies:
All support is given on the basis of “remote support”. The customer should provide a remote access possibility to allow Arbor to give good support.  If an on-site visit is required, the travelling costs  will be charged separately.
 
Further, there can be two different types of maintenance mentioned within the contract:
 
Corrective Maintenance
This is the “normal” maintenance, offering support when this is required, mostly in case of malfunctioning of the system.
 
Preventive Maintenance
The contract describes which preventive actions will be taken in which intervals, to avoid malfunctioning of the system. Preventive maintenance contracts must include a list actions to be performed during the maintenance session.
The service levels “Extended” and “Full” include quarterly preventive maintenance interventions.
 
Preventive Maintenance can be customized, according to specific customer requirements.