我们的网站上有着丰富的资源供您参考,除此之外, Macrovision公司还提供许多升级维护计划并不断调整来满足您的特殊要求,每一个维护计划都是一份授权协议,您可以在十二个月内无限量享受技术支持(详见图表)
维护服务仅对购买过InstallShield产品的正版用户提供.
Maintenance Plans are only available for current products.
升级维护计划
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年度维护计划包括
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铜
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银
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金
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Unlimited telephone support requests
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--
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√
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√
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Access to priority support channels for quickest service
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--
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--
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√
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Priority involvement in Beta Programs
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--
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--
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√
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A Maintenance Plan Card detailing all benefits and plan specifics
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√
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√
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√
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24 x 7 access to Knowledge Base
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√
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√
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√
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24 x 7 access to product Web Communities
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√
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√
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√
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Sample Code, Sample Projects, and White Papers
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√
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√
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√
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Technical Webinars / Online Product Demonstrations
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√
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√
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√
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Unlimited Web-based requests using eService
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√
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√
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√
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Hours of operations
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Designated Time Zone
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Designated Time Zone
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View Chart for Details
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Initial Response Time
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--
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16 Business Hours
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Per Severity Chart Below
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* Not available for the InstallShield 11 Express Edition
Lock in your upgrade pricing today and automatically receive all new releases for a full year shipped to you free of charge. If your responsibilities change, the plan is transferable to another member of your organization (call for details). Buy the smart, convenient way - with a Maintenance Plan!
级别
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Severity
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Initial Response Time
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Severity 1
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4 business hours
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Severity 2
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4 business hours
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Severity 3
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8 business hours
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Severity 4
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16 business hours
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*The severity level of a service request will be set according to the severity definitions established in the contract. The Macrovision Support personnel will have responsibility for ensuring proper setting of the severity levels for each service request.
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Add-On Offering*
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Definition
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Hours
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Initial Response Time
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Status Reports
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Escalation Path
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Technical Account Manager
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Designated TAM to act as liaison on all customer issues
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Designated Time Zone
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Per Service Level
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√
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√
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*The add-on offering is available for customers with a Silver or Gold maintenance agreement.
Gold Plan Only - Hours of Operations
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Products
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Hours of Operations
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FLEXnet Manager, FLEXnet Publisher, FLEXnet AdminStudio, Update Service
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24x5
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FLEXnet InstallShield, InstallAnywhere, InstallShield MultiPlatform, Single License Products
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Priority Queing on Designated Time Zone
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Designated Time Zone Details
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Products
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Location
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Hours of Operations
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FLEXnet Publisher, FLEXnet Manager, InstallAnywhere
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California
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8 AM - 6 PM PST, Monday through Friday
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FLEXnet Publisher, FLEXnet Manager, Update Service, FLEXnet InstallShield
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United Kingdom
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6 AM to 6 PM GMT, Monday to Friday
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FLEXnet AdminStudio, Update Service, FLEXnet InstallShield, InstallShield MultiPlatform, DemoShield
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Illinois
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8 AM to 5 PM CST, Monday through Friday
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info@macrovision.com.cn
