Standard Support and Maintenance
Vicom Systems provides up to three years of coverage for Vmirror appliance hardware and software under its Standard Support and Software Maintenance package. With this package, you get:
1. Telephone and E-mail Support. from 8am to 5pm Pacific Time, Monday through Friday, and email support with 30-minute response. Vicom responds to support incidents in the order received, with priority based on severity level of the reported problem.
2. Hardware Device Fix and Replacement Protection. In the unlikely event that a Vmirror appliance experiences component failure, Vicom will provide a replacement. Vicom Customer Support will issue a Return Material Authorization (RMA) and ship a replacement module for priority delivery at the customer site. A Shipment Delivery date will be provided at the time of replacement authorization. The customer will be asked to return the original module within five (5) days of receipt of the replacement. Coverage ends three years after date of Vmirror purchase.
3. Software and Microcode Updates. Customers have access to the latest revisions, improvements, modifications and enhancements to the software and microcode of the product modules purchased. The latest code may be downloaded from the Customer Support section of Vicom's web page. three-year, non-cancelable agreement that entitles your organization to receive upgrade releases.