Q:
What is the standard product warranty?
A: Pegasus software is accompanied by an industry standard 90-day
product warranty that starts from the day the product is purchased
and covers material defects such as damage during shipment and
errors found in the software that prevent it from running per
specification. It includes basic technical support only; but
does not include software updates or new major releases that
may occur during the 90-day period.
Q: How do I obtain support and software
updates?
A: An annual maintenance contract can be purchased with each
software license. Pegasus provides an annual maintenance program
which entitles you to priority telephone technical support
and free software updates for a period of 12 months.
Q: If I am running v3 and
DO NOT have a current annual maintenance contract, how do
I upgrade to v4?
A: The upgrade cost from v3 to v4 is 25% off the new version
retail price for your specific model. Purchase of the annual
maintenance contract will entitle you to receive free major
version upgrades in the future. For information contact, Pegasus
sales at (925) 314-1800 or sales@pegasus-afs.com.
Q: Do I have to enroll in the maintenance
plan when I purchase the product, or can I wait until my free
90-day warranty is over?
A: You should enroll immediately - the 90-day warranty period
offers basic technical support to ensure the software is installed
and running per specifications, and does not offer the full
benefits of the annual maintenance program. Annual maintenance
goes into effect starting the first day of the month immediately
following the product purchase date and ensures that you receive
ALL updates and major revisions to the software during that
period as well as priority support.
Example: Customer buys product in May.
Annual maintenance goes into effect June 1 with support provided
in the interim period of time. If a major software revision
is released at the end June, with maintenance you are entitled
to the release, without maintenance you are not.
Q: Is there a penalty for enrolling
late?
A: If you do not enroll within 90 days from the time of product
purchase, the annual maintenance cost is 50% of the InveStore
software license price.
Q: What are my annual maintenance
choices?
A: For v4 customers the annual maintenance is approximately
20% of the current list price of your specific model number
(minimum $249/yr.) and includes the following support:
" Telephone technical support
" Telephone configuration and installation assistance
on the Pegasus software
" Fixes and special software patches
" New Electronic Documentation and release notes
" Industry news bulletins
" Free same version products updates " Includes
new device support - Device support subject to Pegasus certification
" Includes major same product (OS) upgrades
" 25% discount on billable engineering services, such
as disk recovery.
Q: Can anyone from within my organization
call for help?
A: Yes, as long as the proper serial or control number is
provided. With enrollment, you receive a maintenance certificate
by mail that will show your product serial number with a corresponding
support control number to use when contacting Pegasus.
Q: I am a reseller; can I call and
get support for my customer without paying extra?
A: Yes, as long as you have a serial number or support certificate
control number
Q: If I want to buy the maintenance
contract for my customer how does that work?
A: Reseller/Integration Partners may purchase Maintenance
directly or through an authorized Pegasus Distributor.
Q: How much will it cost me to renew
next year?
A: For v4 users annual maintenance is approximately 20% of
the current list price of your specific model number (minimum
$249/yr.)
For v3 customers the annual maintenance is approximately 15%
of the current list price of your specific model number (minimum
$99/yr.)
Q: When do customers renew their
annual maintenance contract?
A: Approaching the contract expiration date, the customer
will receive a renewal letter from Pegasus. If the contract
is renewed 90-days past the expiration date, the renewal fee
is 50% of the InveStore software license price.
Q: What are my payment options for
buying a maintenance contract?
A: If you have an established customer account with credit
terms, contract purchases will be handled just like product
purchases.
If you do not have an established customer
account, you must pay for the maintenance contract in advance
either with check or credit card. We accept Visa, MasterCard
and American Express credit cards by telephone at (925) 314-1800.
Q: If I have multiple copies of
software do I have to enroll them all, or can I get a site
support license?
A: Each license must have an annual maintenance program certificate
to receive the support benefits.
Q: I am already paying a support
fee for my entire system to the application software developer.
Do I still have to enroll in this program?
A: Not necessarily, but do verify with them that they are
supporting the Pegasus product directly for you before you
make your decision.
Q: If I don't want to spend the
extra money right now, can I get support on a per call basis?
A: Users can obtain technical support for $250 per incident.
Q: Will you send me new releases
automatically?
A: We will send out notification of upgrades and new releases
via email, and releases are made available via FTP download.
Q: If I enroll in the support program,
do I get programming assistance for my application developers?
A: Developer level assistance is limited to a reasonable amount
of questions in writing pertaining to the Pegasus API. Reviewing
customer-written code is not included in annual maintenance.
Customers with a current maintenance plan receive a 25% discount
on billable engineering services, such as disk recovery.
Q: If I migrate to a new operating
system within the 12 months, can I transfer my extended maintenance
to cover the new license?
A: Yes, but, if the price of the product you are migrating
to is higher than the one you came from, there will be an
offsetting charge that is due.
Q: Can I submit my support requests
via email?
A: Yes, please email us at support@pegasus-afs.com.
Q: Will you send someone to
my location to help me with my problems if we can't fix them
over the phone?
A: Only in extreme and unusual circumstances. Usually, if
all requested information is provided to our technical support
staff, most problems can be corrected by phone or website
access.
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