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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:
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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.
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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.
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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.
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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).
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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.
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The software update provides an equivalent license for any updated version.
It does not include new options which are offered for a separate fee.
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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 9:00 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 350 / USD 450 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:
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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 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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