StayLinked Support and Maintenance Terms & Policies
StayLinked Support and Maintenance provides uninterrupted access to updates and assistance via
our StayLinked Portal Site, and unlimited contact with our industry-leading tech support team,
which sets the industry standard in terms of response and knowledge.
The StayLinked Annual Software Maintenance license includes the following deliverables:
Toll-Free Telephone Tech Support
Monday through Friday: 7:30am - 5:00pm PST with “live human” response to initiate incident (4-hour technical resource response).
After-Hours Toll-Free Telephone Emergency Support
After hours on weekdays, weekends and holidays with “live human” response to initiate incident and connect with StayLinked's on-call tech support staff
(4-hour technical resource response).
Email Submission Tech Support
Available 7 days per week, 24 hours per day for non-critical
support-related issues and inquiries by sending an e-mail
transmission to firstname.lastname@example.org
(technical resource response by end of next business day).
Updates between version releases are made available via password protected download from our website at no additional charge to customers with a current maintenance agreement in place.
StayLinked will allow customers with a current maintenance agreement in place to replicate StayLinked onto an additional CPU for disaster recovery purposes at no additional charge.
New version releases and major revision releases are made available via the password protected downloads area of our website at no additional charge to customers with a current maintenance agreement in place.
Electronic Technical Resources
StayLinked maintains a significant collection of technical information related to StayLinked (including Frequently Asked Questions and other documentation) that is made available either online via our website or via e-mail from our technical staff to better inform our maintenance customers.
The complete Support and Maintenance Terms & Policies is available to current
and potential customers by contacting StayLinked Support.