|Access to knowledge base, documentation and FAQs||*||*||*||*|
|Access to Software Maintenance Releases||*||*||*||*|
|Phone Support||Pay-Per-Call||6AM - 6PM PDT||6AM - 6PM PDT||24/7|
|Access to Trouble Ticket System||*||*||*|
|TeamViewer (PC-to-PC) Remote Access Support||*||*||*|
|Software Upgrade Notification & Support||*||*||*|
|Response / Fix SLA Commitment||*||*|
|Business Hours Support (8x5)||16 hours/year1||*||*|
|Access to 24x7 Support Hotline||*|
|Designated Account Manager2||*|
|Dedicated Support Personnel||*|
|Support for Customised Software||Not Available||Not Available||Not Available||Subj. to Quote|
1 If not used, the annual entitlement of hours is not refundable and does not rollover into the next year. Additional time can be purchased at Amino’s standard day rate (min 1 day = 8 hours). Issues arising from Amino’s error are not counted towards hours used.
2 Availability of named account manager is subject to planned absences, working hours limitations, illness, etc. Suitable alternative resource will be allocated whenever the named account manager is unavailable.