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Eloquence Support is offered by Marxmeier Software AG and selective Support Partners.
If you have any questions about support services for Eloquence, please contact one of the following:
Software Update Subscription (M1)
Software Update Subscription provides you with a license and the opportunity
to receive all updates , major and minor for Eloquence. This service may be
purchased as an independent option with an annual subscription. The
corresponding support option(s) of your Eloquence license must be ordered.
The price is 10% of the Eloquence list price.
Benefits of Software Update Services
While we work hard to avoid problems, and spend lots of time testing with
beta versions of new operating systems, our software can be one of the
applications that is negatively impacted by new versions of other
technologies that you may need or want in your environment. We are absolutely
commited to continually adapting our software to accommodate changes in the
world around us, but we cannot afford to do this for free. Software Update
Subscriptions are one of the mechanisms by which we are compensated for our
efforts. Without a Software Update Subscription, there is no easy or
inexpensive way to obtain a license for updates. Additionally, later versions
of our products will include new features that have been requested by the user
community. They also incorporate other fixes that may have been developed
during the same period.
Software Update Subscription covers only software updates. It is simply a
software license to new versions of your Eloquence product, provided in
advance of their release. Marxmeier does not automatically ship update to
customers, please refer to Support Option M2 for such services. When an
update becomes available, the contact(s) you list in your contract are
notified by E-mail or Fax. The Software Update is available for
download at this time.
The Software Update Subscription can be ordered as an extra option when
you purchase the software, but can also be ordered by your Eloquence
Partner, or one of our Eloquence distributors.
What is not covered:
A Software Update Subscription does not entitle you to any new developed
add-on products for which there may a separate license or fee. In addition
it does not entitle you to contact the Technical Support Team.
Media Update (M2)
With this option the customer has the right to receive major updates or
new releases on CD-Rom. Software Update Subscription (M1) is a prerequisite.
Call Contract (M3)
Marxmeier Software offers extensive product support, consulting and services.
We provide assistance to customers, application developers and partners in
different support programs. All of these services are available to you as well.
Please speak with your Eloquence partner, one of the Eloquence Distributors
or contact us directly.
Standard support agreements may be purchased on an annual basis. This type of
support provides technical support at no charge Monday through Friday on a
response time definied in your contract.
Benefits of Call In Support
- Technical support requests from customers with Eloquence call contracts
are handled with a guaranteed response time.
Even if you decide not to sign a call contract we recommend the purchase
of the Support option M1 ("Software Update Subscription"). This will allow you to
download and install new Eloquence releases.
Consulting Call
For customers with minimal support needs, we also offer technical support
on a per-incident basis. Simply call our Technical Support, we offer you
a 48 hour call back guarantee. Current software update(s) may be required
for case resolution, depending upon diagnosis.
The costs are:
For each Support call, including 30 minutes processing
time 200,00 EUR / 300,00 USD and for each additional 30 minutes 100,00 EUR / 200,00 USD.
Eloquence Mailing List
The Eloquence mailing list was formed to support
Eloquence programmers and users in their daily work.
It is not a replacement for Eloquence support but an enhancement.
So if you have a question like "How could I..." or "Why doesn't
this work ..." this list is the right place to ask. Other welcome topics
include the discussion about Eloquence features and how
you would like Eloquence to evolve in the future. The preferred language
in this list is english as it is intended to be available to all
Eloquence users.
Eloquence Support Database
The Eloquence Support Database provides
solutions to Eloquence related problems and additional background
information. The contents are
based on Frequently Asked Questions and solved support calls.
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