Standard, Premium and Enterprise Support

If you are running a business where system availability is critical, or if you require software investment protection, a higher support level is the right choice for you

What is the difference between Standard, Premium and Enterprise Support ?
A higher level of support brings about several important benefits:
1. Increased duration of the software maintenance period: 12 months instead of 3 months
2. Direct communication with Antamedia technical experts
3. Remote Desktop Support and remote configuration
4. Priority over other support requests
5. Night builds, quick fixes, minor modifications and discounted development
Standard Support
This plan is designed for our customers for whom the system availability is not mission critical; it may be in a low-complexity environment, requiring business hours support and the access to software updates.

SUPPORT: The Standard Support is free for Antamedia products and has no time limit. You will get help using Email, tickets, live chat, knowledge base and community forum.

MAINTENANCE: You will be able to update software with minor version builds, for example you will get all V3.x updates if you purchase V3. The three-month maintenance included with Standard support entitles you to a free upgrade until the next major version if it is released within 3 months since the moment you purchased your license. Upgrade is available for the edition of the equal price range.

Premium Support and Maintenance
This plan is ideal for our customers for whom system availability is business critical, and who require software investment protection.

SUPPORT: By upgrading to Premium Support your support requests will be given priority over the other customers who are using standard support. You will get help using Email, phone, tickets, live chat, knowledge base and community forum, and you will be given an exclusive priority support email address that has been staffed especially for you. If you email during normal business hours, we guarantee that you will be responded to by a qualified Premium Support technician normally within 30 minutes or less. Limited after hours and weekend/holiday support will be provided, but not on a guaranteed basis.

MAINTENANCE: At the time of purchase you can extend the standard three-month maintenance to one year and upgrade the level of support you receive. One year of maintenance entitles you to a free upgrade until the next major version if it is released within 1 year since the moment you purchased your license. Maintenance applies to Lite, Standard and Premium software editions. Please consider Enterprise Support for maintenance of the Enterprise software editions.

REMOTE DESKTOP: Remote Desktop support and remote configuration have been included with Premium Support. You can request up to 3 support incidents per month, included in the price. The experienced engineers of Antamedia will remotely connect to your computer, install and configure the software you need. We’ll suggest the best practices for maximum performance, perform routine checkup or maintain database upon request.

NIGHT BUILDS & QUICK FIXES: With Premium Support you will get access to the night builds and quick fixes. If you need a specific feature to be developed, we will grant 50% discount on our official development prices.


Upgrade to Premium Support and Maintenance
If your system availability is business critical, and you require software investment protection, this plan is the right choice.
$199

Enterprise Support and Maintenance
This plan is ideal for our customers for whom the system availability is business critical, who require software investment protection and the highest level of support.

SUPPORT: By upgrading to Enterprise Support your support requests will be given priority over the other customers who are using other support levels. You will get help using Email, phone, tickets, live chat, knowledge base and community forum, and you will be given an exclusive priority support email address that has been staffed especially for you. If you email during normal business hours, we guarantee that you will be responded to by a qualified Premium Support technician or a developer normally within 30 minutes or less. Limited after hours and weekend/holiday support will be provided, but not on a guaranteed basis.

MAINTENANCE: At the time of purchase you can extend the standard three-month maintenance to one year and upgrade the level of support you receive. One year of maintenance entitles you to a free upgrade the next major version if it is released within 1 year since the moment you purchased your license. Maintenance applies to all software editions.

REMOTE DESKTOP: Remote Desktop support and remote configuration have been included with Enterprise Support. You can request up to 5 support incidents per month, included in the price. Antamedia experienced engineers will remotely connect to your computer, install and configure software you need. We’ll suggest the best practices for maximum performance, perform routine checkup or maintain database upon request.

CUSTOM DEVELOPMENT: With Enterprise support you will have access to the night builds and quick fixes. A number of minor modifications, which fits into a reasonable development time, will be provided free of charge with the approval of developers and our management. If you need a major feature to be developed or a larger modification, we will grant 50% discount on our official development prices.


Upgrade to Enterprise Support and Maintenance
If your system availability is business critical, you require software investment protection, and the highest level of support, this plan is for you.
$399

We will be able to respond to your emails and support calls within an hour during the working day: 9AM-11PM CET (3AM-5PM EST). Standard Support is still available outside of these hours but it may take us longer to respond; possibly up to 24 hours in some cases. The support plans can be renewed within 90 days of its expiration to maintain the same level of support and maintenance.
Premium and Enterprise Support and Maintenance are available for purchase to existing and new customers of the Internet Cafe V7, HotSpot V3, Kiosk V1, Print Manager V2, Bandwidth Manager V2, Point of Sale V1, Pay Station V1. Please contact our sales if you need more information.