Maintenance Plan Offerings




Maintenance Plan Descriptions

Extracomm offers its customers two options for SecurTracTM product support – Maintenance and Maintenance Plus. Our maintenance plans are designed to provide on-going support for your installation, as well as to enable long-term protection of your initial software investment.

At Extracomm we believe in providing professional technical support that is achieved through multiple contact points. The following descriptions list details on items that are included in our plans.

Web Support: http://www.securtrac.com/
You will receive a login and password in order to access SecurTrac’s web support information. The resources include FAQ’s, a Support Forum and Product Documentation.

Email Support: support@extracomm.com
Send us your questions in an email and we will respond within 24-48 hours from Monday to Friday. To expedite our technical response, Maintenance Customers will be required to include their Company Name and their unique Maintenance Reference Number. Please see our website for details on what information should be included in your email.

Phone Support: 1.905.709.8602
Call us on Monday to Friday (8 am to 4 pm EST) to discuss your items with our staff. If the line is busy or you are calling after hours, you may leave a message and please suggest the best time to return your call. Please ensure your message is left in the technical support voice box (Option 1). Customers receive up to 3 hours of phone support with their plan.

Note: Extracomm has offices in various parts of the world. In addition, we have resellers that may also provide first-line voice support. Please contact your Account Manager for specific details in your area.

Upgrade Protection:
The Maintenance Plus plan includes no cost upgrades to versions for the operating systems for which the product was originally purchased.

Maintenance Plus Feature Summary

Maintenance Plus
Maintenance Releases
Web Support
Email Support
Phone Support
Upgrade Protection

How to Purchase Maintenance and Plan Renewals:
Maintenance Plans can be purchased at time of product sale or within 30 days of the purchase. The Maintenance Plan is an annual, renewable plan and an invoice will be sent to you 60 days prior to the end of the current plan.

Term of Plans:
Plans are based on a calendar year from January 1st to December 31st. Plan dates are flexible and can be tailored to meet your business calendar year schedule.

Maintenance Plus Offering:
This plan includes the items mentioned in the above table and all upgrades, including major server releases, such as from 2.3 to 2.4. Whenever there is a new server version, the price for an existing maintenance plan is adjusted to reflect the new list price, if changed, for the remaining maintenance period (from the date that the customer is sent a requested license key). This upgrade protection means that you will never need to purchase a version upgrade. SecurTrac typically has a version upgrade every 10 to 18 months.

Reinstatement:
In the event customers have allowed their Maintenance to pass beyond Maintenance end date, but later wish to reinstate Maintenance, they need to purchase Upgrade. For example, reinstate from SecurTrac 2.4.x version will require to pay at least 58% of the list price for the Upgrade.

Disclaimer: The descriptions in this document do not provide a basis for any remediation of software issues by Extracomm Inc. The precise details of the maintenance plans are listed in the Maintenance Contract Agreement. Prior to purchase you will receive a maintenance agreement for your authorization.