Support Programs

For more information contact us via email at sales@liquidmachines.com or via telephone toll-free at 877.88LIQUID (877.885.4784) or 781.693.3600.

SECURITY ASSURANCE SUBSCRIPTION SUPPORT PROGRAM

PROGRAM FEATURES:
  · Product support during standard business hours – Monday through Friday 8am-8pm, Eastern time
  · 4-hour maximum response time
· 24-hour access to the Liquid Machines Customer Care Center for:
         o Knowledge Base
         o Product Documentation
         o Tools
         o Submitting Support Requests
· Two (2) pre-named contacts

SECURITY ASSURANCE SUBSCRIPTION PLUS SUPPORT PROGRAM

PROGRAM FEATURES:
· Product support during standard business hours – Monday through Friday 8am-8pm, Eastern time
o 4-hour maximum response time
· Emergency support for severity level 1 issues during non-standard business hours, weekends,

and Liquid Machines-recognized holidays
o Severity level 1 issues are issues where the production system is down and requires

            immediate attention
         o 2-hour maximum response time
· 24-hour access to the Liquid Machines Customer Care Center for:
         o Knowledge Base
         o Product Documentation
         o Tools
         o Submitting Support Requests
· Four (4) pre-named contacts

ADVANCED PURCHASE PROFESSIONAL SERVICES 10-DAY SUPPLEMENT

PROGRAM FEATURES:
· 10 days – a total of 80 hours – of services and support to be used for:
         o Professional services
            § Scheduled onsite or remote training and consulting during standard business hours
         o Onsite emergency support for severity level 1 issues that could not be resolved within

normal resolution guidelines and escalation procedures
§ Severity leel 1 issues are issues where the production system is down and requires

immediate attention
§ Request for onsite emergency support must be submitted during standard support

               business hours – Monday through Friday 8am-8pm, Eastern time
         o Pre-scheduled off-hours support
            § Advanced notice of 2 business days is required
            § Two-hour (1/4 day) minimum reservation is required, additional time reserved must be

scheduled in whole hours with a start and end time specified
§ The full reservation is charged, even if no support contact is made during the reserved

timeframe
§ Time used outside of the reserved timeframe will be charged in whole hour increments

               beginning at 15 minutes past the end of the reservation time
         o Unused days expire one year from date of purchase
         o Purchaser is responsible for out-of-pocket travel expenses incurred for onsite services. If

onsite service is directly due to a defect in a Liquid Machines product, purchaser will not be

charged for out-of-pocket travel expenses

OPTIONAL SERVICES AND ADD-ONS

· ADDITIONAL CUSTOMER CONTACTS
o Available to both Security Assurance and PLUS subscribers

· EXTENDED HOURS ADD-ON
o Temporarily extends the hours of telephone support provided by the Security Assurance

Subscription program to allow emergency access as needed during a pre-specified time-

            frame
         o 1-hour maximum response time
         o Case resolution times are the same as for Security Assurance Subscription

· FIELD ESCALATIONS
o Onsite support for cases that could not be resolved within normal resolution guidelines and

            escalation procedures
         o 2 business days advanced notice is required
         o No charge if problem is due to a confirmed Liquid Machines product defect