OneRain Software Maintenance and Technical Support Options
OneRain’s software maintenance and technical support is designed to provide you with latest software enhancements and technical support for your product licenses. We offer two levels of software maintenance and technical support—Standard and Extended 24x7. The first year of Standard service is included with your new product licenses. Extended 24x7 is available as an additional option.
Standard Software Maintenance Technical Support
The initial purchase of a OneRain Software License includes the first year of standard technical support. Thereafter, on each annual anniversary, Licensees may purchase standard technical support at an annual price equaling 25% of the current software license fee. It includes both Product Upgrades and Technical Support as follows:
Subscription and Support: Under our Standard Software Maintenance agreement, OneRain provides continuing subscription to and support of the most current release of the software during the annual term. Subscription and support include correcting material or substantial defects in the software or deviations from the published software specifications.
Telephone Consultation: Standard Software Maintenance and Technical support also includes reasonable telephone consultation for your organization on the use of the software during OneRain's normal business hours (8 a.m. to 5 p.m. Mountain Time). OneRain strives to respond to normal support calls not later than one business day after receipt of the Licensee contact. Customer outages are treated with the highest priority. OneRain has no obligation to provide on-site support or remote administration of Licensee systems.
Extended 24x7 Software Maintenance and Technical Support
If around-the-clock support is required to meet your critical mission needs, OneRain offers coverage and assistance beyond our normal support hours, as well as Remote Diagnostic Support, Automated Monitoring and Technical Support for your data collection system. Licensees may elect to purchase Extended 24x7 Technical Support (12-month term) at the prevailing list price at any time, provided that your subscription to OneRain's Standard Software Maintenance Agreement is valid.
In addition to the Standard Technical Support described earlier, this extended level of service includes the following:
24x7 Telephone Consultation: Our Extended 24x7 Technical Support provides phone support 24 hours a day, seven days a week. OneRain provides an Extended Customer Support HOTLINE telephone number to call requesting service of the covered product. The Extended Customer Support HOTLINE operates outside of normal business hours and during statutory holidays.
Remote Diagnostic Support*: OneRain maintains a staff of support personnel with two people on call at any given time. Upon any interruption of processing detected by the monitoring, OneRain sends out alarms to both the client's designated support contact and OneRain's on call staff. OneRain's staff attempt to remotely log into the client’s base station(s) and begin the process of diagnosing and trying to fix the problem. We make every effort to get you operational as soon as possible. If the problem cannot be fixed remotely, OneRain works with the customer’s designated support contact to solve the problem.
Automated Monitoring*: OneRain sets up automated monitoring of the Licensee base station. For clients that use Contrail® Base Station, OneRain uses the alarm capabilities built into the servers to monitor their health. OneRain will monitor data feeds, check operating system processes and scan Licensee’s system network for failures or irregularities, and take remedial action. For clients that use DIADvisor™, OneRain monitors the DIADvisor backup feed for receipt of new data within a specified time frame, and an alarm is triggered should that feed stop sending data to OneRain's enterprise. To enable automated monitoring of DIADvisor the Licensee must use OneRain's free backup option.
*Remote Diagnostic Support and Automated Monitoring requires all OneRain on-call staff to have remote access to the client’s base station.