Standard Software Support
Standard Software Support includes both
Product Upgrades and Technical Support
Purchase of any OneRain Software License includes the first year of standard technical support and
software maintenance. At the end of that year and each subsequent, Licensees may purchase standard
technical support and software maintenance for another year at 25% of the current software license fee.
Software subscription clients receive standard technical support as long as their subscription is active.
Under our Standard Software Maintenance agreement, OneRain provides ongoing software updates and continuing support of the most current release of the software during the annual or service subscription term.
Standard Support includes reasonable email and telephone support on using the software during OneRain’s normal business hours (weekdays 8 a.m. to 5 p.m. U.S. Mountain Time). OneRain strives to respond no later than one business day. Customer outages are treated with the highest priority. OneRain has no obligation to provide on-site support or remote administration of Licensee systems.
Need Support 24/7?
To take it up a notch for critical missions, OneRain offers 24/7 Extended Support to help those clients assure their system is operating at all times, regardless of where it is or where they are. OneRain supplements normal automated monitoring with remote diagnostics and skilled support outside normal business hours for your data collection system.
With 24/7 Extended Support systems, our staff will intervene as soon as a problem is detected. In addition, a special HOTLINE ensures these clients have direct access to our technical support staff anytime they need it.