Support for Copia products is available either through a Maintenance agreement, or per hour. Maintenance entitles you to the following:
•Incremental and full version software updates
•Telephone Technical Support (Monday - Friday, 9:00 a.m. - 5:00 p.m. CST)
•E-Mail Support
•Remote support using the COPIATECH utility (based on UltraVNC) or Remote Desktop
•The initial 90 days (from date of purchase) of maintenance are free to cover installation and setup of your CopiaFacts system.
Maintenance pricing is based upon the number 'maintenance units' in your CopiaFacts system. Maintenance prices quoted at initial purchase will remain valid for one year from the date of purchase. Thereafter Support and Maintenance are available on a chargeable basis at the annual rates set out in Copia's published price lists current at the time of renewal. For each period of Support and Maintenance a license key will be provided which enables the licensee to use any new software releases issued prior to the end of the period. Such releases may include both bug fixes and enhancements, but some enhancements included may take the form of options for the use of which an additional license fee may be payable. Please contact your sales representative for more information, or to check the expiration date of your current maintenance contract.
Support is available for both current and older versions of Copia software. However in most cases, resolution of a support issue will require an upgrade to a later build of CopiaFacts software, or of the board/port interfaces you are currently using. There are many reasons why this may be the case, including the supplier's end-of-life policies for boards/ports, for operating systems, or for the tools needed by Copia to create specific versions of CopiaFacts. Please refer to Support for Non-Current CopiaFacts Releases for information about Copia addresses some of these situations, and indicates in which circumstances support for an older release will be chargeable. The fact that COPIAFACTS software has to support constantly changing environments, both of software and hardware, has been the principal reason for including both support and upgrades in the Copia maintenance arrangements.
Copia encourages customers to purchase and continue to renew this Support and Maintenance arrangement. However Copia support is also available on prepayment of a fixed charge per question (maximum of one hour of telephone support), and individual program updates are also available at a fixed fee per item, which includes three months of Support and Maintenance. For cost details, please refer to Copia's published price lists. When Support and Maintenance is restarted after the end date of the Initial Support Period or after the end date of the preceding period of Support and Maintenance, an additional fee will apply.
 | Please note that Copia support is intended to assist you with your normal daily use of the CopiaFacts product. Copia reserves the right to charge at standard hourly rates for help with such items as 'disaster recovery', system or file server relocation or reconfiguration, hardware re-building, or for re-training if a member of your staff who is not familiar with the product takes over responsibility for it. If you have declined or not renewed Copia's maintenance package then all support will be chargeable at Copia's hourly rates. |
Technical Support Hours
Copia offers telephone technical support Monday through Friday, 9 a.m. to 5 p.m., CST. In the U.K., Copia's office hours for technical support are 10.00 a.m. to 6.00 p.m. CopiaFacts technical experts are ready to assist Copia customers with any type of operation or installation problem. More information will be found in the Contacting Technical Support section.
Application Support and Customization
Technical support includes the provision of advice on how you can use CopiaFacts features to implement custom applications, but does not extend to the development of applications for you or their integration with CopiaFacts.
Examples of applications and customization features described in this manual for which chargeable support will apply include (but are not limited to):
•Installing the COPIA share on a non-Windows file system
•Initiating bulk faxes by means of MSMQ or other messaging methods
•Use of MSMQ messages to control Document Conversion priority.
•Launching broadcast jobs from incoming e-mail to the Gateway
•Using CopiaFacts application programming interfaces (API)
•Using SSML for advanced text-to-speech (TTS) features
•Implementation of S/MIME for outbound and inbound e-mail
•Implementation of custom features in sending SMS messages
•Lock-free control of FS files for high-volume sites
•Assistance with upgrading from CopiaFacts version 7.
•Support for the use of legacy boards and IP ports.
Copia will be pleased to quote for providing support for applications and features such as those listed above, or for the provision or development of additional software to address specific business needs. A current Support and Maintenance arrangement is a pre-requisite.
