SUPPORT SERVICES AND RESOURCE GUIDE
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1 SUPPORT SERVICES AND RESOURCE GUIDE
2 TABLE OF CONTENTS Overview... 3 Support and Services Group... 3 Contacting the Support and Services Group... 3 Premium Support... 3 Support & Service Hours... 3 Support Plans Service Levels and Severity Levels... 4 Other Resources for Support... 4 Support Online Support... 4 How to Purchase or Renew Maintenance... 5 Product Resource Library... 6 Product Training... 6 Product Sheets... 6 Conferences, Trade shows, Webinars and More... 6 White Papers... 6 Customer Case Studies... 6 Videos... 6 ebooks... 6 Reports... 6 LinkedIn NetMotion Wireless User Group... 7 Page 2
3 OVERVIEW This document describes the technical support and services that you have purchased as part of your NetMotion Wireless Maintenance Plan and explains the most efficient way to use them. SUPPORT AND SERVICES GROUP The Technical Support team handles all technical support issues for all NetMotion Wireless software. The Customer Service team handles all administrative functions for customers, including any Licensing issues, Customer Portal access issues, along with updating any of your account info. If you have any questions outside of product technical issues, the Customer Service team is the place to start. Contacting the Support and Services Group North American Toll Free: (888) Press 2 for all Technical Support issues International Toll Free Number: Toll Free International Numbers by Country: Note: All urgent issues are required to be reported by phone. To receive the fastest service, call the toll free Standard number or the Premium toll free number. Premium Support Premium Support customers are given our unpublished Premium Support phone number when they purchase NetMotion Wireless software. If you no longer have the Premium Support number, just call our Customer Service team and they will provide it to you. Support & Service Hours Customer Service: 8:00am to 5:00pm PST, M-F Press 1 for Customer Services issues Licensing, Contact Update, Portal Issues or Partners Standard Support: 5:00am to 5:00pm PST, M-F Press 2 for all Technical Support issues Premium Support: 12:00am to 5:00pm PST, M-F Press 2 for all Technical Support issues Premium Support (Critical Incident): 7 days a week, 24 hours a day, 365 days a year Call automatically forwards to our on-call service outside of business hours and holidays Page 3
4 Support Plans Service Levels and Severity Levels To better understand our Support Plans, Service Levels and definition of case Severity Levels: Support Plans: Service Levels and Severity Definitions: OTHER RESOURCES FOR SUPPORT There are several ways to access Support and Services for NetMotion Wireless software: Online Support Note: Public Knowledge Base: Submit an online support request: NetMotion Wireless Customer Portal: Customers with a Maintenance & Technical Support Plan are provided with access to the NetMotion Wireless Customer Portal where they can login to access the Technical Support, Knowledge Base, Software Download, and Product Licenses pages enabled for their account. Support Technical Support: support@netmotionwireless.com Customer Service: customerservice@netmotionwireless.com Page 4
5 HOW TO PURCHASE OR RENEW MAINTENANCE The first year of maintenance is required on all Mobility and Locality purchases. After the first year, maintenance is optional. Renewal fees will be based on current licensing prices for Mobility, Locality and applicable modules at the time of renewal. NetMotion Wireless offers both Premium and Standard Maintenance levels for Mobility. Premium Maintenance is available at 25 percent of the total published licensing fee. Premium Maintenance includes enhanced support levels, major version upgrades and other benefits as outlined below for a 12-month period (including Mobility Modules). Standard Maintenance is available for Mobility and Locality for 15 percent of the total published licensing fee. Standard Maintenance provides the benefits outlined below. Customers with a Maintenance Plan receive support for their product at a level defined by the type of plan they purchased, the Service Levels and Severity Definitions and the Product Lifecycle and Supported Operating Systems. For more information about purchasing a Maintenance Plan, please contact your NetMotion Wireless sales representative, or call (206) Page 5
6 PRODUCT RESOURCE LIBRARY NetMotion Wireless offers the following resources on our website: Product Training Get in-depth product training by watching one of our many on-demand webinars or signing up for inperson Mobility or Locality product trainings. Product Sheets Get the facts about Mobility and Locality including: features, benefits and technical specifications. Conferences, Trade shows, Webinars and More Find out which future events NetMotion Wireless will be participating in, as well as the many industry educational webinars we host with partners and industry analysts. White Papers Delve into the technical ins and outs of wireless technology; discover trends in business, government, healthcare and more. Customer Case Studies See how businesses in your industry are using NetMotion Wireless, and find out their results. Videos Watch a variety of videos, including customer case studies, product demos, product overviews, and general overviews. ebooks Need a quick read? Download one of our informational and educational ebooks. Reports Get the latest trends and survey results from reports on wireless deployments in a variety of industries. Page 6
7 NETMOTION WIRELESS LINKEDIN USER GROUP NetMotion Wireless has a customer user group on LinkedIn that allows for discussions around how others are using our products, what best practices are being implemented and other relevant trends, challenges and solutions in mobile data deployments. The user group is a great forum to discuss such matters with NetMotion Wireless engineers and other users. It s also an exclusive community for our customers. Here you will be able to ask questions, learn news and tips, and communicate will fellow NetMotion Wireless users. You must have a LinkedIn account to participate. Join the LinkedIn User Group: NetMotion Wireless, Inc. All rights reserved. NetMotion and NetMotion Mobility are registered trademarks, and NetMotion Wireless Locality, Roamable IPSec, InterNetwork Roaming, Best-Bandwidth Routing, and Analytics Module are trademarks of NetMotion Wireless, Inc. Microsoft, Microsoft Windows, Active Directory, ActiveSync, Internet Explorer, Windows Mobile, Windows Server, Windows XP, SQL Server, Windows XP Tablet PC Edition, and Windows Vista, are registered trademarks of Microsoft Corporation. All other trademarks, trade names or company names referenced herein are used for identification purposes only and are the property of their respective owners. NetMotion Wireless technology is protected by one or more of the following US Patents: 5,717,737; 6,198,920; 6,418,324; 6,546,425; 6,826,405; 6,981,047; 7,136,645; 7,293,107; 7,574,208; 7,602,782; 7,644,171; 7,778,260 and Canadian Patent 2,303,987. Other US and foreign patents pending. Page 7
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