Support Keonys offers four support options:
- "Startup": if you are a new customer, you can test our service
- "Standard": a flexible option, tailored to your requirements
- "Silver": the "Standard" option plus hours of telemaintenance
- "Academic": package specially designed for various types of educational establishments (secondary and vocational schools, research centres, etc.)
To find out the particular conditions of sale of this contract, or if you have any other questions, please email This e-mail address is being protected from spambots. You need JavaScript enabled to view it This email address is protected from spammer robots; you will have to activate Javascript to see it. or contact your Keonys sales representative directly.
STARTUP
Standard
Silver
ACADEMIC
The "Startup" contract is a support contract enabling companies that deploy, administer and use Dassault Systèmes solutions to obtain assistance. On-site and hotline support for systems and applications is provided by our technical sales engineers to help you quickly implement our solutions in your company.
The "Startup" contract lasts three (3) months and includes:
- Two days of technical assistance on site: software installation and configuration, first steps towards using the software, technical questions/answers
- Two hours of hotline support.
Your advantages:
- Availability of a customers website area for monitoring your contract
- A call centre ready to take your calls on weekdays from 8 a.m. to 12 noon and 2 p.m. to 6 p.m
- Technical enquiries via telephone, fax, email or the website
- 100% of customer requests related to systems, applications and data transfer (V4/V5 migration, interfaces) dealt with under the contract
- Travelling and accommodation costs included
- Storage of computerised customer information and data.
The "Standard" contract is a support contract enabling companies that deploy, administer and use Dassault Systèmes solutions to obtain full support. This support is provided by our technical sales engineers who will do their utmost to help you in your efforts to use or upgrade your PLM configurations. Our technical engineers work in close collaboration with Dassault Systèmes development teams.
The "Standard" contract is valid for 12 months from the effective date of the contract and includes:
Technical assistance days on your site (number of days to be determined jointly, minimum one day):
- Process audit and consulting
- Technical support for systems and applications
- Methodology in all fields of business
- Upgrading to new software versions
- Consultancy and information management for all IT architectures.
Hours of technical hotline assistance (number of hours to be determined jointly, minimum 3 hours):
- A call centre ready to take your calls on weekdays from 8 a.m. to 12 noon and 2 p.m. to 6 p.m.
- 100% of customer requests dealt with under the contract
- Technical enquiries via telephone, fax, email or the website
- For all enquiries related to systems, applications and data transfer (as per call centre support clauses), desktop services.
- Possibility of an unlimited number of hours of online support (price according to previous usage).
- Availability of a customers website area for monitoring your contract.
- Travelling and accommodation costs included.
- Storage of computerised customer information and data.
Days can be converted into service hours (not within the context of the number of unlimited hours) as follows: 1 day of TA = 8 hours of hotline support.
The "Silver" contract is the "Standard" contract plus an extended service. It is a support contract enabling companies that deploy, administer and use Dassault Systèmes solutions to obtain full support. This support is provided by our technical sales engineers who will do their utmost to help you in your efforts to use or upgrade your PLM configurations. Our technical engineers work in close collaboration with the Dassault Systèmes development teams. It also allows immediate access via telemaintenance to your design environment, guaranteeing continuous protection and optimum security.
The "Silver" contract is valid for 12 months from the effective date of the contract and includes:
Days of technical assistance on your site (number of days to be determined jointly, minimum one day):
- Process audit and consulting
- Technical support for systems and applications
- Methodology in all fields of business
- Upgrading to new software versions
- Consultancy and information management for all IT architectures.
Hours of technical hotline assistance (number of hours to be determined jointly, minimum 3 hours):
- A call centre ready to take your calls on weekdays from 8 a.m. to 12 noon and 2 p.m. to 6 p.m.
- 100% of customer requests dealt with under the contract
- Technical enquiries via telephone, fax, email or the website
- For all enquiries related to systems, applications and data transfer (as per call centre support clauses), desktop services
- Possibility of an unlimited number of hours of online support (price according to previous usage)
- Availability of a customers website area for monitoring your contract
- Travelling and accommodation costs included
- Storage of computerised customer information and data.
Hours of telemaintenance (number of hours to be determined):
- Faster response and extended call centre service
- Direct remote control of your computers via a secure high-speed line
- Administration of your system environment
- Configuration of your environments
- Data transfer (V4/V5 migration, interfaces).
Days can be converted into service hours (not within the context of the number of unlimited hours) as follows: 1 day of TA = 8 hours of hotline support = 8 hours of telemaintenance.
The "Academic" contract is a support contract enabling academic establishments that deploy, administer and use Dassault Systèmes solutions to obtain full support. This support is provided by our technical sales engineers who will do their utmost to help you in your efforts to use or upgrade your PLM configurations. Our technical engineers work in close collaboration with Dassault Systèmes development teams.
The "Academic" contract is valid for 12 months from the effective date of the contract and includes:
Two days of technical assistance on your site (optional):
- Technical support for systems and applications
- Methodology in all fields of business
- Upgrading to new software versions
- Consultancy for all IT architectures.
Unlimited hotline technical assistance:
- A call centre ready to take your calls on weekdays from 8 a.m. to 12 noon and 2 p.m. to 6 p.m.
- 100% of customer requests dealt with under the contract
- Technical enquiries via telephone, fax, email or the website
- For all enquiries related to systems, applications and data transfer (as per call centre support clauses), desktop services
- Availability of a customers website area for monitoring your contract
- Travelling and accommodation costs included
- Storage of computerised customer information and data.
