• Holonomix Silver Support, including problem reporting, determination and resolution from 9:00 AM to 17:30 PM (UK time) Monday through Friday, excluding public and bank holidays. Assistance can be provided by telephone or e-mail to the Customer’s designated contact person(s).

• Holonomix Gold Support, including problem reporting, determination and resolution from 24x7x365. Assistance can be provided by telephone or e-mail to the Customer’s designated contact person(s).

Each of the Maintenance and Support service options includes:

• Incremental software enhancements and new features containing all major and minor releases of customer licensed Holonomix products.

• Additional support materials, which may include technical bulletins, frequently asked questions, tips and techniques, and troubleshooting guides.

• Support for 3rd party products/Custom developed solutions. Where Holonomix solutions integrate or interact with third party vendor solutions (e.g. EMC Ionix) Holonomix will provide updates to its own software products within 90 days of the official general availability (GA) release dates of minor releases of third party software vendors. Holonomix support for major new 3rd party vendor software releases or for bespoke solutions (e.g. those developed on behalf of a specific customer) are handled on a case by case basis and may be subject to additional charges.

NB.

The standard Holonomix Maintenance and Support service does not include on-site installation of updates and revisions, or on-site assistance with the licensed software. Each customer shall install future revisions and updates to the licensed software provided by Holonomix and accept full responsibility for such installation. Holonomix consulting services, product training, custom development, and integration services are available at additional cost.

You can contact the Holonomix Support Center by either: