Support Information

Encirq works with customers to provide the best support and ensures the highest level of success – from installation through development, testing, and deployment. 

The DevZone is designed to support DeviceSQL developers by providing a rich set of tools, articles, downloads, forums, and help with using Encirq's products.

The Support section provides information on support services, options, and hours for Encirq Customers. 

Premium Support Services

Encirq Customers will be provided the following Premum Support services.

• Support during Support Hours listed above, except Encirq published holidays.  Premium Support services include installation, maintenance and use of the Software, the identification of Software and/or Documentation problems and the resolution of reported Bugs.
  
• Make updates of Encirq software available in a timely manner.

• Resolve reported bugs , based upon the severity levels assigned, within the response times communicated to customers. Progress reports of bugs being worked on will be provided on a timely basis.

Extended Support Services

Encirq offers Extended Support that provides technical support of a specific release of an Encirq product for a period of up to a maximum of 10 years.  This plan is for problem resolution support only, and does not include the addition of new features or enhancements of the specified release or a customer’s new employee training.

Extended Support Criteria:

The requirements for Extended Support is summarized below:

• Offered to customers with an active license of Encirq DeviceSQL
• Plan covers one licensed DeviceSQL Development Environment and associated DeviceSQL Platform Environments.
• Annual Premium Support for the licensed environments is a prerequisite for Extended Support.  That is, normal annual support must be in place in order to qualify for Extended Support.  Any lapse in Premium Support annual coverage terminates Extended Support.  At that point, Extended Support can not be renewed.
• Extended Support must also be continuous for the period of support.  Any lapse in coverage will terminate the Extended Support for all covered environments.
• Extended Support must be purchased along with the original licensed products.

Extended Support Term:

• The term of Extended Support Plan is one year.  The Extended Support Plan runs parallel with the standard Premium Support Plan.
• During this time, additional licenses can be purchased for added developers working on existing projects.
• Technical Support assistance remains available for the supported release.
• Source code for the specific release is placed in an escrow account and accessible by the customer under certain conditions.
• After a period of 10 years, Extended Support can not be renewed automatically. Requirements for support beyond 10 years are subject to individual quotation.
• Extended Support can not be cancelled prior to the annual term of the support plan.

  Support Options