Shaking hands on a support agreement

Open Text Fax Server, RightFax Edition Support Plans

SNAPS, Inc. Premium Support Plan

The SNAPS, Inc. Premium Plan is designed for customers who can address server maintenance, upgrades, and potential technical support issues during regular business hours. It provides support for your complete Open Text Fax Server, RightFax Edition solution and protects your investment by including upgrades from the manufacturer to subsequent software versions as they become available. This plan provides access to unlimited support (per server) during standard business hours.

  • Number of incidents: Unlimited
  • Hours of coverage: Standard Tech Support Business Hours:
    Monday to Friday: 8:00 a.m. to 5:00 p.m. Eastern Standard Time (EST)
  • Number of servers covered on one plan: 1
  • Number of customer contacts: 2

SNAPS Hardware Loaner Program

Because Open Text Fax Server, RightFax Edition is used frequently in mission-critical applications, it is necessary to have a support option that provides 24-hour turn around fax hardware loaner to protect against potential failure. This annual plan ensures that if a fax board should fail, and if the customer notifies SNAPS (#678-324-2050) by 2:00 pm EST weekdays,
 *SNAPS will ship a loaner board for next-day delivery (USA only).

Hardware Loaner Program terms are:

  • Clients hardware must have been purchased from OpenText/Captaris to be eligible.
  • Client must receive Tech Support first for troubleshooting of the board before a loaner board is
    shipped to client.
  • Loaner Board will be shipped overnight, provided Client call is received by 2pm EST
  • Hours of coverage: Standard Tech Support Business Hours:
    Monday - Friday: 8:00 a.m. to 5:00 p.m. Eastern Standard Time (EST)
  • Plan duration: 1 year
  • Number of boards covered per plan:  1

Open Text Fax Server, RightFax Edition 24x7 Technical Support Provided by OpenText, Inc.

24x7 Support
Providing you with support evenings, weekends and holidays

Did you know?
The 24x7 Support Program is a subscription-based program designed to provide you with support for critical issues outside standard Open Text Customer Support hours.

What’s Included
When you call the Open Text Support office the following actions will be taken based on the classification of the Support Request (SR):

Critical (Urgent): For Support Requests reported during standard Customer Support hours in the region in which the Customer resides and classified as critical, a support representative will log the SR and provide you with a tracking number. Support begins immediately and will be worked on around the clock (24 hours a day, 7 days a week) until the SR is resolved or a workaround found. The response time for critical SR’s is one hour from the time that the call is received.
For SR’s classified as critical reported outside of standard Customer Support hours in the region in which the Customer resides, a toll-free 24x7 phone number connects you with a Senior Support representative who will work the SR until it is resolved or a workaround agreed upon. When your regional support center re-opens, the SR will be transferred to the regional support team to continue troubleshooting.

Benefits:

  • Support for global deployments
  • No waiting for the next morning to initiate a Support Request
  • Helping you maintain your Service Level Agreements with the business