Updated: Dec 31, 2017
PrinterLogic will provide the following Maintenance and Support to all Printer Installer customers with a current subscription or maintenance contract:
|Priority Level||Definition||Response Time|
|"Non-critical" or General Support Requests||Support requests where a mission critical printing service has not been interrupted in a production environment.||Non-critical support requests during business hours: PrinterLogic will respond within 8 hours.
Non-critical support requests during non-business hours: PrinterLogic will respond by the close of the next business day per PrinterLogic business hours.
|"Critical"||Support requests qualify as critical if conditions are defined as problems that impact the End User's operation to the point where the Products (or the products and equipment with which the Products are intended to interoperate) are unavailable or unusable for all users, or the Products cause a complete system failure. A Severity Level 1 condition also exists if time-critical production work is at a standstill or key business processes cannot be conducted.||Critical support requests received during business and non-business hours: PrinterLogic will respond within 4 hours. All critical support requests must be made by phone by calling the PrinterLogic telephone support line.|
|New Years Day|
|New Year’s Eve|
Maintenance/Support is always sold for a fixed term. A Customer is required to renew its Maintenance/Support entitlement prior to the expiration date of the Maintenance/Support term in order to continue to avail of the Maintenance/Support benefits. The Customer can only avail of Maintenance/Support for those Software Products for which it maintains current Maintenance/Support contracts. Maintenance/Support contracts apply to Software Products as follows:
Maintenance/Support is purchased on a per-license basis. The Customer may not purchase Maintenance/Support for a subset of Software Product licenses and then misuse that Maintenance/Support to cover other unsupported Software Product licenses. Prohibited mis-use includes calling Technical Support on an issue with unsupported Software Product licenses, or updating an unsupported Software Product license with a maintenance update or new release. To help the Customer remain compliant and keep its infrastructure updated, the Maintenance/Support contract quantity should always equal the quantity of Software Product licenses purchased.
PrinterLogic is entitled to adjust Maintenance/Support renewal pricing at its discretion. Maintenance/Support renewal prices shall be set out in the applicable price list.
Renewal SKUs should be used for the sole purpose of renewing Subscription Licensing. Renewal SKUs should not be used to purchase new or additional Maintenance/Support terms for perpetual licensing rather a new maintenance/support SKU must be used. Incorrectly renewed Software Products will result in Customers obtaining Support Certificates for an incorrect license entitlement, and inaccurate Install Base records.
In some instances, a Customer may elect to purchase PrinterLogic perpetual software licenses without corresponding Maintenance/Support. If the Customer later wishes to purchase Maintenance/Support, they can do so within thirty days (30) of the initial purchase of the perpetual license without incurring additional charges. The new Maintenance/Support Contract will have a Start Date starting on the day the original the perpetual license was purchased (Booking Date). Initial Maintenance/Support SKUs should be used in this scenario. If a customer elects to purchase Maintenance/Support more than thirty (30) days after initial purchase of the perpetual license, then the Customer must still purchase an initial Maintenance/Support SKU that will be back-dated to the day the original license was purchased. The Customer will be subject to the reinstatement fee of twenty-five percent (25%) of the total Maintenance/Support fee. The new Maintenance/Support Contract will have a Maintenance/Support Start Date starting on the day the original license was purchased.
Customers with expired Maintenance/Support Contracts on perpetual licenses automatically lose their entitlements to Maintenance/Support benefits as explained in Section 1 above. Where a Customer has allowed its Maintenance/Support Contract to lapse, PrinterLogic reserves the right to require the Customer to reinstate its Maintenance/Support as follows: There is a thirty (30) day window after the Maintenance/Support contract expiration date before Reinstatement Fees are assessed. After expiration of the thirty (30) day window, if the Customer elects to purchase Maintenance/Support, the Customer will be required to pay for the lapsed period of Maintenance/Support AND a Maintenance/Support re-instatement fee equal to twenty-five percent (25%) of the total lapsed Maintenance/Support fee.
Maintenance/Support is sold as part of a Subscription License term. Once a Subscription License term expires, Maintenance/Support expires as well. Prior to the expiration of a Subscription License, the Customer may receive a renewal quote from PrinterLogic. The Customer must renew their Subscription License prior to the subscription term expiration date or within thirty (30) days thereafter in order to take advantage of the renewal quote. If at any time after thirty (30) days from the subscription expiration date the Customer elects to renew their Subscription License, the Customer may purchase a new Subscription License at the then current market value.
A Customer can elect (by placing an order directly with PrinterLogic or via it’s chosen Partner) to renew its Support Contract any time prior to the Maintenance/Support End Date. The Maintenance/Support Start Date will be the day after the original Maintenance/Support End Date as expressed on the Customer’s Maintenance/Support Agreement.
After the Initial Maintenance/Support Term for Perpetual Licenses or the Subscription License Term, Customers may request a multi-year Renewal Term. Such requests will be accommodated provided the requested multi-year renewal duration complies with the End of Life (EOL) and End of Support Life (EOSL) timelines, as defined in the End of Life Policy and the applicable end of version support plans (i.e. sunset plans) for those products.
There may be cases where the Customer has purchased PrinterLogic Software Products with Maintenance/Support at different times resulting in multiple Maintenance/Support Contracts with different End Dates. It may be possible to align the Maintenance/Support Contracts to a single renewal date for ease of future renewals, depending on the Licensing Program and the proximity of the Maintenance/Support End Dates to each other. This process is referred to as “co-termination”. At time of Maintenance/Support renewal, PrinterLogic may request co-termination and pricing will be provided to Customer for new terms.
PrinterLogic would like to ensure that the Customer fully benefits from its PrinterLogic Software Product investment by being licensed appropriately. The following section outlines a Customer’s compliance obligations relating to PrinterLogic Software Products and Maintenance/Support.
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