Standard Software Assurance

Standard Software Assurance provides fundamental options to ensure that you have access to the information you require as well as the latest upgrades for MobileAccess. Email and toll-free telephone support allows for access to TenDigits Support engineers during standard business hours.

Consider Standard Software Assurance when:

• You do not expect changes to your infrastructure or mobile deployment
• You have the internal expertise to manage and maintain your infrastructure
• You have an advanced understanding and internal support capabilities for the Microsoft Dynamics CRM infrastructure
• You have an advanced understanding of enterprise smartphones and related technologies (eg: BlackBerry/BES, Windows Mobile)
• Support for handheld platform issues is not required or pay-per-incident support is acceptable

Premium Software Assurance

Premium Software Assurance extends all the features of Standard Software Assurance. In addition, you will have direct access to TenDigits Technical Support engineers during extended business hours, email and toll-free telephone access, rapid response and priority queuing for business critical production environments. This program also includes a 4 hour response time.

Consider a Premium Software Assurance Program when:

• You have a large deployment of mobile users
• You are planning infrastructure changes after the deployment
• You have a large variety of mobile device models
• You require extended hours for technical support
• Your MobileAccess deployment is an operational business priority

Custom Software Assurance Program

In addition to all features available in Standard and Premium Software Assurance, TenDigits offers several additional support program options. Custom options include: Rapid Response – Level 3, 24x7x365 Emergency Support, Technician-to-Site Assistance, Dedicated Support Manager and Executive Sponsorship. These options may be contracted individually or collectively included as part of your custom support program.

Consider a Custom Software Assurance Program when:

• You have a multi-national organization
• Your organization has thousands of mobile devices
• You may require 24x7 emergency support
• You may require support during extended business hours
• You may require an On-Site assistance

Per-Incident Handheld Device Support

MobileAccess Per-Incident Handheld Support is the technical support solution developed for MobileAccess customers who require assistance with the installation and operation of handheld devices. Through the use of on-line tools, TenDigits Technical Support may connect directly to the handheld device in order to provide immediate support and a fast resolution to the issue.

To receive Per-Incident Handheld Support, at a minimum, customers must be subscribed to an active TenDigits Support Program and should be prepared to provide Credit Card Information (card holder's name, card type, card number, expiry date) as Per-Incident Handheld Support is payable in advance.

Per-Incident Handheld Support issues will be handled on a case-by-case basis. If TenDigits determines that the technical issue is a TenDigits software or related component issue where TenDigits is at fault, as determined by TenDigits, TenDigits may provide a credit or refund.

Note: Other support options may be available through your Certified MobileAccess Partner, handheld device manufacturer or mobile operator/wireless carrier. Please contact them directly to inquire about possible support options available to you.

Additional considerations for using Incident-Based support:

• A delayed response and access to technical support is acceptable while payment arrangements are made
• You do not expect changes to your infrastructure or deployment
• You have the internal expertise to manage and maintain your infrastructure
• You have an advanced understanding of the Microsoft Dynamics CRM infrastructure
• You have an advanced understanding of the enterprise smartphones