SUPPORT

Your Assigned Technical Team

Beyond SQL's support team consists of senior developers, chosen for their technical strengths and dedication to customer service. They understand your system environment and business needs.

A Beyond SQL support team member will be assigned as your Primary Maintenance Contact. This knowledgeable expert will provide you with comprehensive support management. During a formal program of regular status updates and support activity reviews, he/she will build a profile of your environment, and ensure that your needs are being fully met.

Account Coordination and Planning

Our goal is to prevent problems before they occur. Your Primary Maintenance Contact will analyze any support cases you've submitted, and look for trends. Based on this analysis, we will act quickly to eliminate any recurring problems. Your Primary Maintenance Contact will also regularly analyze your systems development and implementation plans, and use this information to develop customized training, project management, and development plans for your company.

Account reviews conducted by conference call and/or on-site meetings keep us informed of your environment and your plans for development and implementation. Your Primary Maintenance Contact will use this continually updated information to deliver proactive support.

Information collected by the Primary Maintenance Contact may include company and contact information, details of the technical environment (software, hardware, operating systems, and databases, etc.), development and implementation schedules, project plans, and status of ongoing cases or problems.

Named Support Contact

If a technical issue arises, one of your Named Support Contacts will log a case with the Beyond SQL support team. All questions submitted to the support team are efficiently channeled through one of the Named Support Contacts.

Named Support Contacts are usually senior development staff or corporate help desk staff. All are knowledgeable about Beyond SQL's software and its application in your environment.

Updates and Upgrades

Our research and development teams work continually to improve our software's capabilities and performance:

• New Releases are signified by a change in the integer part of the version number (e.g. ABE version 2.0 to 3.0). These releases offer major feature enhancements, including new functions, technology, and performance enhancements.
• Software Revisions are New Releases that incorporate minor features. They are signified by a change in the decimal part of the version number (e.g. ABE version 2.0 to 2.1).
• Maintenance Releases address problems with the software reported by customers, or uncovered in Beyond SQL's own investigations. Maintenance Releases are available to supported customers. Maintenance Releases are signified by a change to the build number following the software version number (e.g. ABE 2.0 Version 2 to ABE 2.0 Version 3).
• Software Patches may be sent to customers who require an immediate fix, ahead of the next Maintenance Release.

Unlimited Web-Based Case Logging

As a supported customer, you can ask your designated contacts to log any number of cases, via the Web or by referring them to the support team. Cases can only be logged by the designated technical contacts familiar with your implementation. While there is no limit to the number of cases that may be logged, your contacts will log only one case for each technical issue that arises.