H2OS Software Maintenance Plan

 

In this topic:

 

 

What is the H2OS Software maintenance plan?

How important is the software maintenance plan?

Access to the H2OS problem reporting system

Access to ongoing software maintenance

Automatic 1st year enrollment

Maintenance plan annual renewal

What's NOT included with the software maintenance plan

Requirements for the software maintenance plan

Internet connection

Remote console connection

E-mail access

Single point of contact

Software upgrades

Optional software maintenance plan features

Database Analysis

Options for customers not on the maintenance plan who need assistance:

Security considerations

General software maintenance plan considerations

 

 

What is the H2OS Software maintenance plan?

 

Essentially, the H2OS software maintenance plan consists of ongoing

 

 

How important is the software maintenance plan?

 

In the simplest possible terms: it's mission critical. With your business relying on your database being available and correct, it would be penny wise and pound foolish to operate without ongoing technical assistance when it's needed. Even if those times are rare, they are precious!

 

We have put considerable time and effort into making H2OS as bullet-proof as possible, but the very nature of computer systems is that they are as fragile as they are powerful. Sometimes just a single corrupted bit (1/8th of a byte or single character) can wreck havoc on an entire computer system. On the other hand, it's not uncommon for a computer system to run for years without a problem. We do strive to achieve that high level of perfection, but we're not there yet. We cannot claim that H2OS is 100% debugged, but you have our assurance that we'll fix any bugs you find as quickly as possible.

 

 

Access to ongoing software maintenance

 

From time to time, we upload new releases (aka "builds") of the H2OS product and it's supporting documentation to our website for distribution. All customers with current maintenance plan enrollment are notified by email of the availability of each new release. Use the H2OS DOWNLOADS page to download and install new releases.

 

 

Access to the H2OS problem reporting system

You will be provided with a means to electronically submit report reports in the event of a software problem. If the problem causes a program failure (error message), H2OS will, in most cases,  automatically collect diagnostic information about the problem for our technical people to use in diagnosing and repairing the problem.

 

Whether this information is available or not, we ask you to also provide a description of what you were doing that led up to the problem, a way to reproduce it, and screenshots of the problem's symptoms.

 

Customer high priority problems receive our immediate attention and our technician will contact you within 24 hours of receiving your report, and will provide ongoing progress reports until a resolution is achieved and the repair is available.

 

 

 

Automatic 1st year enrollment

 

Your H2OS purchase includes a free one year enrollment in the H2OS software maintenance plan.

 

 

Maintenance plan annual renewal

 

Annual maintenance plan renewal notices are sent by email prior to the anniversary of your first year installation, or last renewal expiration date, payable the last day of your current support period. We offer a discounted rate for customers re-enrolling in the maintenance plan without 30 days of expiration. The added cost after an enrollment lapse is necessary because out of plan installations require an evaluation to determine what is needed to update the installation to install the then-current maintenance release of the software.  See H2OS prices for current pricing information.

 

 

 


 

 What's NOT included with the H2OS Software maintenance plan?

 

The H2OS Software Maintenance Plan does not provide for:

 

 

 


 

Requirements for the software maintenance plan
 

The following items are prerequisites for joining the H2OS software maintenance plan. If your installation is unable to meet any of these requirements, contact us to discuss the matter.  In the worst case we will not be able to provide you with support.

 

 

Single point of contact

For the sake of the clarity, consistency in communications and best results overall, our customer support plan requires that we each designate an individual to serve as the primary "point of contact" ("goto person") for all customer support and technical matters related to H2OS.

 

Internet connection

A high speed Internet connection to the LAN server or workstation on which H2OS is installed is a pre-requisite requirement for H2OS and technical support.

 

If you do not have an Internet connection, perhaps you can gain access to a local computer with a connection for use in sending diagnostics and receiving changes.

 

If there is no way you can get an Internet connection, you can still purchase and use H2OS, but we will be limited in our ability to help should you experience an outage or problem that we cannot resolve over the phone. In the extreme case, where our combined effort cannot revive H2OS (our tech's call), you may need to restore H2OS from a backup taken before the failure occurred, and re-enter all changes made since that date/time. (good reason to take frequent backups!)

 

Reminder: if you have H2OS installed on a LAN configuration, all software changes are (must be) introduced to the LAN server, from which H2OS software on attached workstations will be updated automatically (either by sharing newly introduced files on the server and/or installing software revisions from the server to workstations). .

 

 

Remote console connection

As a requirement for enrollment in the H2OS maintenance plan, you agree to provide remote console access (screen sharing) between our H2OS Customer Support Technician (the Tech) and the computer on which H2OS is installed when the need arises, as determined by our Tech. For LAN installations screen sharing should be with the server, unless the problem is specific to a workstation.

 

In the event of a problem with your H2OS installation, please take screenshots to illustrate the problem. We will attempt to duplicate the problem on our test databases. If we are not able to duplicate the problem in our lab, our Tech person will request permission to share the screen of the malfunctioning installation, and to perform tasks on this computer to observe and obtain information related to an inquiry or problem.

 

When making a request for remote console session, our Tech will send your contact person an email with a copy of the current screen sharing software as a file attachment. When you extract and launch this program, our computers will attempt to connect, and if all goes well screen sharing will begin. You may wish to view activities on your screen and participate in the session using the chat window or telephone, but you can also leave the machine unattended.

 

You can retain the remote connection program for near-term re-use, but it should be discarded after a month or so, as this program is subject to change from time to time.

 

 

E-mail access

Our years of experience have shown that email is often the most effective means for handling support issues such as inquires and problem reporting.. Using email (with screenshots) helps everyone involved to better understand the inquiry or problem and to share the report and it's follow-ups through resolution.

 

 

Software upgrades

Customers on the maintenance plan agree to install new "maintenance builds" of the product from time to time as they are made available, which are used to introduce new features, enhancements and fixes to reported problems. This is especially important when reporting a problem which may be corrected in the current release (and, if not, will be distributed as part of a new maintenance build). Use the DOWNLOADS page to download and install maintenance releases. The process is fully automatic and usually completes (depending on connection speed) within a few minutes.

 

 

The nature of computer database systems is such that ongoing programming improvements are part and parcel of the proposition. The introduction of software changes is accomplished by the distribution of replacement executable programs, usually via our website. When we place a software upgrade on our server, we also send an email to all customers announcing it's availability, along with any special instructions regarding the changes. To obtain software upgrades, use the Downloads page to check for and install the most current maintenance release. If anything goes wrong after maintenance is applied, a fallback procedure can be used to revert to the previous release.

 

 

 

Optional software maintenance plan features

 

Database Analysis

 

From time to time we may request your permission to test new or enhanced features using a backup copy of your H2OS database.  Participation is entirely optional. Your data will be kept secure and confidential at all times, and it will be completely erased when testing is completed.

 

Testing with your database is helpful to us because different databases have different characteristics and data, and testing with a variety of actual customer databases can lead to improvements in performance, the user interface, ease of use, documentation, etc. And our software testing tools can sometimes be helpful in spotting actual or potential problems with your database. An example might be a given operator's habit of entering non-standard data into your database which can result in operational and reporting problems.

 

 

Options for customers not on the maintenance plan who need assistance:
 

For customers who elect to continue using H2OS without enrolling in our software maintenance plan, technical support is available on a manpower available, per diem basis.

 

 

Security considerations

 

It is required for enrollment in the H2OfficeSolutions software maintenance plan that you have read and agree with our policy on security issues.

 

 

 

General software maintenance plan considerations

 

The H2OS product license contains these provisions regarding the software maintenance plan.

 

A. It is understood that Licensor is continually modifying and enhancing SYSTEM which results in new releases of SYSTEM. Under the Maintenance Plan of Licensor (hereinafter referred to as the "Plan"), to the extent Licensor shall produce any such releases, Licensor shall provide to Licensee one (1) copy of every new release of SYSTEM for each one (1) copy of SYSTEM subscribed in the PLAN, including all modifications, enhancements and corresponding technical documentation. In addition, Licensee shall be provided reasonable technical consultation concerning use of SYSTEM.

 

B. If Licensee has a permanent license, Licensee is subscribed in the PLAN at no cost for a period of one (1) year following the delivery date of SYSTEM. ON EACH ANNIVERSARY DATE OF DELIVERY THEREAFTER, licensee shall be invoiced the fee for the PLAN for the following year. If Licensee is under a monthly lease, Licensee is subscribed in the PLAN at no additional cost until the date of conversion to a permanent license or one (1) year following commencement of such monthly lease, which occurs later. Commencing on such later date and continuing annually thereafter, Licensee shall be invoiced the fee for the plan for the following year.

  

D. Licensee may elect to cancel its subscription in the Plan, effective upon any subsequent invoice date, by written notice to Licensor at any time prior to such invoice date. If Licensee cancels its subscription in the Plan, it may at a later time renew its subscription and receive the benefits of the Plan upon payment of the annual fee for the Plan in effect at the time of renewal.