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Eloquence Support Services

 
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  Eloquence Support is offered by Eloquence partners and Marxmeier Software AG.

Different support options are available to cover a wide range of customer requirements.





Commercial support options

Base Line Support

Eloquence Base Line Support (BLS) provides a foundation of support services for the Eloquence product. It covers questions on installing, configuring or using the product and includes software updates. Additional support options on top of BLS allow tailoring Eloquence BLS services to provide the right coverage for a variety of requirements. Customers may choose to add better guaranteed maximum response time, phone support or emergency support to the Eloquence BLS support services.

When working with an Eloquence partner Eloquence BLS may be ordered as precursor to a comprehensive support offering by your partner.

Who should purchase Eloquence Base Line Support?

Eloquence BLS is the support package of choice for all customers unless specific requirements demand a custom specific support agreement.

What key benefits does Eloquence Base Line Support provide?

Software updates

We continually improve our products and release new versions periodically. We also release maintenance versions and patches for previously released versions, fixing issues, adding enhancements or adapting it to newer operating system versions.
This allows you to benefit from product improvements while protecting your investment in the product and your application.

Support services

Your Eloquence BLS Agreement gives you a qualified response by an Eloquence software expert. It includes any questions on installing, configuring or using the product. Support requests which are subject to a fair use policy may be submitted by email or through the Eloquence web site. While we will make every effort to respond as quickly as possible, the guaranteed response time is next business day (German public holidays excluded). This service does not cover any consulting or training.

If you are working with an Eloquence partner, they will typically be your primary contact who will qualify your request and propose the best solution. As your Eloquence Partner is familiar with your environment and your application(s) they are in a unique position to work with you. If and as necessary, the Eloquence lab team at Marxmeier Software will get involved in resolving the issue.

Terms & conditions:

  • The Base Line Support must be ordered when you purchase the software. It may be ordered as part of the support services from your Eloquence Partner, through one of our Eloquence distributors or directly from Marxmeier Software AG. Any subsequent purchase may be subject to a return-to-support fee. Customers with an active maintenance agreement covering only software updates may upgrade to BLS at any time.

  • BLS is purchased for a period of one year and is renewed automatically unless cancelled by either side one month in advance of the renewal date. The price is 20% of the current Eloquence list price per year for the product options purchased.

  • Fair use policy: BLS entitles you to up to 20 support calls per year. If this level is regularly exceeded a higher level of support contract will be required.

  • Support requests identified with your support handle may be submitted through your partner, by email or through the Eloquence web site. Guaranteed maximum response time is next business day (German public holidays excluded).

  • If you are working with an Eloquence partner, you are also entitled to contact Marxmeier Software directly for any services covered under your Eloquence BLS Agreement. However, your Eloquence partner is typically your primary contact who will qualify your question and propose the best solution. If and as necessary, Marxmeier Software developers will also get involved in resolving the issue. We work closely with our partners to ensure your support requirements are met even in complex cases.

  • The software update provides an equivalent license for any updated version. It does not include new options which are offered for a separate fee.

  • When a new version is released we will make new license keys available and notify the named contact(s) listed in your Eloquence BLS Agreement. The updated software is available for download; we do not ship any media updates as part of your Eloquence BLS Agreement. Updated software on media is available on request for a separate fee.




Phone Support

The Phone Support option extends the benefits and services of the Eloquence Base Line Support (BLS) by additional phone access to the Marxmeier Software support team. In addition we guarantee a quicker maximum response time of 4 hours during the covered hours.

Support from the Eloquence support team at Marxmeier is available in English and German language. Guaranteed maximum response time is 4 hours during our office hours 8:30 to 18:00 Central European Timezone (CET, UTC+1). Germany public holidays excluded.

This option is available as an extension to the Base Line Support service. Please ask for a quotation.




Emergency support

If Eloquence is critical to your business, you want to make sure you have an expert available as soon as the need arises. Any downtime is expensive and if an issue arises you want to have the right help available to resolve the issue as quickly as possible.

If time is of essence, the Emergency Support option provides exactly the service you are looking for. In an emergency situation it provides access to a dedicated 24x7 hotline for instant support by a product expert on-call.

Support from the Eloquence support team at Marxmeier is available in English and German language. Guaranteed maximum response time is 1 hour.

This option is available as an extension to the Base Line Support service. Please ask for a quotation.




Custom Support

Having access to a rich set of skills and a wealth of experience in configuring and tuning Eloquence based software can be priceless. Our experience shows that large organizations, running business critical applications in complex environments, require support offerings tuned to their specific needs. For example, config and security reviews, assistance with performance tuning, or providing Eloquence source code Escrow services. We are happy to offer you a customized support agreement that makes sure your requirements are covered, no matter what. Please ask for a quotation.




Per incidence call

For customers who need assistance but do not have an active support agreement we offer technical support for a fee per incident. This may also be used to order additional support services in advance for planned changes when emergency support is not covered by your support agreement.

Please contact our office by phone or email. We will answer during one business day during our office hours. Current software update(s) may be required for case resolution, depending upon diagnosis.

Our rates for Per Incident Call support: EUR 200 / USD 300 per support case, including 30 minutes processing time, plus EUR 50 / USD 75 for each additional 15 minutes.

Our order form for the Per Incident Call is available in different formats:

If you have any questions regarding costs for a call per incidence, feel free to contact our admin team by E-mail to info@marxmeier.com.




Software Update Subscription

We continually improve our products and release new versions periodically. We also release maintenance versions and patches for previously released versions, fixing issues, adding enhancements or adapting it to newer operating system versions.

The Eloquence Software Update Subscription (SUS) service provides access to new Eloquence releases and patches. This allows you to benefit from product improvements while protecting your investment in the product and your application. Without a service agreement that covers software updates the only alternative to use a newer version is to purchase a new license.

How it works:

  • The Software Update Subscription must be ordered when you purchase the software. It may also be ordered by your Eloquence Partner, or through one of our Eloquence distributors. Any subsequent purchase may be subject to a return-to-support fee.

  • This service provides an annual subscription. The price is 10% of the current Eloquence list price per year for the product options purchased.

  • The Software Update Subscription provides an equivalent license for any updated version. It does not include new options which are offered which for a separate fee.

Please note: The Software Update Subscription covers only software updates and no other support services. When a new version is released we will make new license keys available and notify the named contact(s) listed in the agreement. The updated software is available for download; we do not ship any media updates as part of the agreement. Updated software on media is available on request for a separate fee.




Free on-line support resources

Eloquence Documentation

The Eloquence Reference Documentation provides a current and authoritative description of the Eloquence product. Please refer to the release notes for any release specific changes or update hints.

Eloquence Support Database

The Eloquence Support Database provides answers to Eloquence related questions and additional background information. The contents are based on Frequently Asked Questions and solved support calls.

Defect fixes

While we work hard to avoid any defects and stringently test software prior to release, we realize that any complex software may have issues. We maintain Eloquence releases for at least five years and publish error corrections though product patches. Any critical defect fixes are freely available from the Eloquence web site.

Eloquence Mailing List

The Eloquence mailing list was created to support Eloquence developers and administrators in their daily work. It is not a replacement for support but an enhancement to support services. So if you have a question like "How could I..." or "Who has experience with ..." this list is the right place to ask your questions. 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 Forum

The Eloquence Forum provides a new communication option for the Eloquence community. It is used to announce new updates or patches, for example. By subscribing to the announcements section, an email notification is automatically sent on new postings. An RSS feed is also available. Besides announcements, the forum also enables discussions among the Eloquence community members, sharing knowledge and ideas and to benefit from each other's experience.

Feedback

We appreciate your feedback. Please take a moment to share your experience and any improvement ideas. While we can't promise a timely response be assured that we value user feedback.




Where to order support?

You may order support through an Eloquence Partner or Reseller or directly from Marxmeier Software AG.

If your application is provided or maintained by an Eloquence Partner, this partner is in a unique position to provide you with a one-stop solution for all your support needs. Additionally, your Eloquence Partner is familiar with your environment and your application(s). Your Eloquence Partner is also likely to speak your language and reside in the same time zone. Your Eloquence Partner is typically your primary contact who will qualify the issue and propose the best solution. If and as necessary, the Eloquence Competence team at Marxmeier Software will get involved in resolving the issue. We work closely with our partners to ensure your support requirements are met even in complex cases.

Alternatively, customers may purchase support from Marxmeier Software AG and work directly with the product experts in the Eloquence support team. This option is mainly intended for customers who do not work with a partner or have critical requirements.

What support level do I need?

In complex environments, reliable access to a rich set of skills and a wealth of experience in configuring and tuning Eloquence based software can be priceless. Which support level is right for you? This depends on your application and the unique requirements of your organization

Next business day - For the vast majority of our customers, Eloquence Base Line Support (BLS) is the most cost effective support package. If you use Eloquence in a less complex and more static environment, are prepared to dig in the product documentation yourself and only need occasional assistance, Eloquence BLS is the right choice. Eloquence BLS includes updates to new product releases and enhancements and provides you with email access to product experts who will answer your questions and will help you get the most out of your investment in the product.

Four hours - If you run a business critical application that calls for fast support on a regular basis, you are well-advised to purchase the Phone Support option, extending Eloquence BLS by entitling you to phone the Marxmeier Software support team. We will respond to your call within four hours during our office hours.

Instant - If you encounter an issue that calls for Emergency Support, feel free to contact us without delay. We will make every effort to resolve the issue as quickly as possible.

Single Incident - Customers who do not have a current support agreement or need support or consulting services beyond their current service agreement may obtain Per Incidence Call support from Marxmeier Software AG.

Custom - If you are looking for a support agreement tuned to your specific needs, please contact Marxmeier Software.


 
 
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