RMG Technical Support Services

TECHNICAL SUPPORT
SERVICES
Maintenance Agreement Customers
© RMG Enterprise Solutions, Inc. All Rights Reserved. 03/14
RMG Care Services Provided by Technical Support
RMG Networks Technical Support will provide the following services to customers under a current RMG Care
maintenance agreement:
1.
Troubleshoot the RMG system, all related applications, and any error messages that may result from running
the RMG system.
2.
Escalate issues as needed and provide customers with status updates.
3.
Assist in configuring RMG hardware.
4.
Assist customers with the installation of the RMG client software on a single PC for instructional purposes,
and answer any questions related to the client installation.
5.
Answer questions about the software use, within reasonable limits.
6.
Demonstrate the functionality of the system by showing customers how to add and use a single feature
item, such as a connection site, board, virtual sign, message in Composer, message in Design Studio, etc.
7.
Recommend training programs for customers based on their questions.
8.
Provide software upgrades and patches through online downloads.
9.
Provide systems documentation through online downloads.
10. Provide customer-related information including Customer ID, Site ID, Installation Code, License Files, SDA
Feature Keys, etc.
11. Set up OnTarget content subscriptions and provide appropriate OnTarget subscription content codes.
12. Create login IDs for RMG support sites http://my.rmgnetworks.com and http://support.rmgnetworks.com.
13. Process Change of MAC Address requests.
14. Process Change Components requests.
15. Import and purge Change Components.
16. Create Return Merchandise Authorizations for RMG software and hardware.
17. Create RMA Orders for Advance Ship requests for RMG’s hardware, as appropriate.
18. Perform Hardware Functionality Checks, Inventory Assessments and Health Checks.
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Services Not Provided By Technical Support as Part of RMG Care Maintenance
Agreements
RMG Networks Technical Support will not provide the following services since they are not covered by the
maintenance agreement. However, RMG Professional Services can be scheduled to perform some of the following
tasks on a best efforts basis, and at RMG’s current rates:
1.
Troubleshoot issues related to non-RMG products, including third party hardware/software issues, network
issues, security policies, permissions issues, etc.
2.
Apply operating system patches or install operating systems.
3.
Provide support for third party hardware/software that the RMG system integrates, such as Avaya CMS,
Nortel Symposium, etc.
4.
Move or migrate the RMG software from one PC or VM to another in a production or test environment.
5.
Re-install the RMG software on existing PC* or VM.
6.
Create backups.
7.
Add or reconfigure data collectors in Portal Admin.
8.
Perform major software upgrades or any upgrade that requires database conversion or rebuilding.
*If the customer elects to reinstall the RMG software without RMG’s assistance and the customer experiences any
issues, RMG reserves the right to require that the RMG software installation is certified by a RMG Professional Services
Consultant before it will be supported by RMG Technical Support. “Certified” means that a RMG Professional
Services Consultant reviews the status of the customer’s system and agrees that the system is fully operational and
the system has been properly installed. The certification process will incur a charge at RMG’s current Professional
Services rates.
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Hardware/Software Support Matrix
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RMGCare
Plus
24X7 Option
RMGCare
Basic Option
HARDWARE/SOFTWARE SUPPORT MATRIX
Warranty
RMG Networks provides a committed level of technical support on all generally available products that are
covered under a software or hardware maintenance agreement. There are two coverage options available: basic
maintenance (RMGCare) and 24x7 maintenance (RMGCare Plus). All software and hardware products comprising
a single system must have maintenance or none of the products will receive maintenance, and all products must
be on the same level of maintenance. RMG products that are not covered under an agreement are supported on
an ad-hoc available time and materials basis at RMG’s current published rates (found at
http://support.rmgnetworks.com) Unless otherwise specified in writing, RMG provides a standard 90 day warranty
on its entire line of new products. Warranty and maintenance services commence upon installation by RMG, or 60
days from the date of shipment, whichever comes first.
SOFTWARE SUPPORT SERVICES
Software replacement for media loss or failure
(Available via CD or download; installation not included)
Regular hours technical support
(Available via phone & email: 7am – 7pm CST, Monday – Friday)
Software enhancements (e.g. service packs, patch releases or hot fixes are available
via download; installation not included)
Minor upgrades (minor releases: e.g. 12.0 to 12.2)
(Available via CD or download; installation not included)
Major upgrades (major releases: e.g. 11.0.1 to 12.x)
(Available via CD; install and migration not included)
After-hours emergency technical support
(Available 7 pm – 7 am CST, Monday – Friday & weekends)
Holiday technical support (RMG holidays)
Discounted training services
(Classroom instruction offered at 20% discount over published rates)
Discounted onsite installation services (Offered at 20% discount over published rates)
Discounted remote installation services
(Installs, upgrades, rebuilds, etc. offered at 20% discount over published rates)
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HARDWARE SUPPORT SERVICES
Repair of defective RMG-built hardware products (e.g. SDAs, NetLite IIs, etc.)
at RMG’s depot facilities (removal/reinstallation not included)
Replacement of RMG-built defective hardware products (e.g. SDAs, NetLite
IIs, etc.) that cannot be repaired (removal/reinstallation not included)
Regular hours technical support
(Available via phone & email, 7 am – 7 pm CST, Monday – Friday)
Enhancement of hardware products
(Equipment software upgrades with instructions; installation not included)
Paid transport by RMG of repaired/replaced hardware products from
RMG’s depot to customer’s facilities (removal/reinstallation not included)
After-hours technical support (Available 7 pm – 7 am CST, Mon – Fri & weekends)
Holiday technical support (RMG holidays)
Replacing equipment during equipment repair (removal/reinstallation not included)
Paid transport by RMG of defective equipment from customer’s facilities to
RMG’s depot for repair (removal/reinstallation not included)
Discounted training services
(Classroom instruction offered at 20% discount over published rates)
Discounted onsite installation services (Offered at 20% discount from published rates)
Discounted remote installation services (Offered at 20% discount from published rates)
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