Support and Maintenance Program
Lieberman Software’s 1, 2, and 3 year Support and Maintenance Programs ensure that our customers have the resources they need to successfully implement and utilize their Lieberman Software products. This cost-effective service combines no-charge technical support with future product upgrades, an investment that saves our customers thousands of dollars over the long term.
Support and Maintenance Program benefits include:
- Immediate access to product updates and major product revisions. Customers upgrade to new versions without paying additional fees. Our products are often updated with new features requested by customers.
- Priority 24 x 7 email support and live telephone support from Monday-Friday, 7AM-7PM PT from our Microsoft certified support professionals. Customers receive technical support as frequently as necessary, without expensive per-incident charges.
- Convenient access to online product documentation, an interactive customer forum, and training webinars.
Dedicated Support
Through the Lieberman Software Support and Maintenance Program customers receive personal responses to email support inquiries, usually within six hours. Questions are answered by Microsoft certified professionals, and sometimes involve members of our development team. Customers who utilize telephone support receive immediate assistance from first-line support personnel, but inquiries are elevated to our higher-level support engineers when necessary.
Support services are only offered for official Lieberman Software product releases. Beta versions, previews, and similar offerings are not included in the Support and Maintenance Program.
Terms of Support
The Support and Maintenance Program covers the product for which it is being purchased for either one, two, or three years. Customers choose the coverage that best fits their business plans. The one year program costs 20% of the product license price. The two year program costs 35% of the license price, while the three year Support and Maintenance Program costs only 50% of the license price.
The Support and Maintenance Program period begins on the date of purchase and extends for exactly 12, 24, or 36 months, depending on the option selected by the customer.
Online Support
Customers can access free web-based support materials including technical documentation, forums, frequently asked questions, and other resources that address up-to-date technical issues involving Lieberman Software products.
Training
Initial purchases of a Lieberman Software product and Support and Maintenance Agreement include an implementation and training session to familiarize customers with their new solutions.
Renewal Policy
After the expiration of the initial maintenance term, customers may renew their agreement for the same level of support service, or they may choose a different offering. The renewal term will be effective on the expiration date of the previous term, provided that the applicable renewal fees have been paid. Lieberman Software typically sends a maintenance program renewal quote approximately 90 days prior to the expiration of the current term. Customers who renew their maintenance agreements after the expiration date will still have their renewal term begin on the date of their previous term’s expiration.
Contact an Account Manager for more information about the Lieberman Software Support and Maintenance Program.
