Applied Educational Systems, Inc.
Support Service
Specifications
Overview Services
Offered Software Maintenance Unlimited Term Software Maintenance Annual Term
Pay-Per-Incident FAQs Disclaimer
Overview
Applied Educational Systems, Inc. provides technical support on AES software, materials, and hardware systems as outlined in the AES Warranty Document. Technical support includes answering technical questions via phone, email and remote assistance and/or providing the applicable software update.
Support is a very important part of our company structure and your product experience. We want all our clients to have the best possible experience using and product, and we are dedicated to provide convenient forms of technical support.
If you have any questions on our support services offered or would like further details, please contact AES.
Support web site: http://www.aeseducation.com/custsupport.htm
Toll Free Number in US: 800-220-2175
Direct: 717-627-7710
Email: support@aeseducation.com
Toll Free Number in US: 800-220-2175
Direct: 717-627-7710
Email: sales@aeseducation.com
Local Representatives: http://www.aeseducation.com/usareps1.htm
International Representatives: http://www.aeseducation.com/international.htm
Services Offered
AES provides its customers with a range of support offerings to assist during all stages of product usage:
§ Assistance with installation and configuration
§ Assistance in resolving issues you may encounter while using our software products
§ Assistance with hardware and 3rd Party software as outlined in our warranty
AES currently offers three support programs (Software Maintenance Unlimited Term, Software Maintenance Annual Term, and Pay-Per-Incident). The services are available to you as a customer depending on the type of license you have, and the type of product you have purchased. If you are unsure of the type of agreement/program you have please contact your local representative.
Software Maintenance Unlimited Term
N/A-Purchased as part of initial price
Unlimited Term
Remains in effect for the life of the product, or as determined by AES
§ Unlimited Technical support
§ Minor version updates as available
§ Major version updates as available
§ TechCenter21
§ LifeCenter21
§ CareerCenter21
§ BusinessCenter21
§ ITcenter21
§ HealthCenter21
§ iTRAC System (Version 2.0 or newer)
§ WebTRAC System
Our technical support team will always make reasonable efforts to resolve the
issue but Applied Educational Systems, Inc. cannot guarantee all incidents
are resolved.
Software Maintenance Annual Term
§ BusinessCenter21: Introduction to Business - $1,875/Year (Pre-payment required)
§
ITcenter21:
Introduction to Computers and IT - $1,875/Year (Pre-payment required)
§ ITcenter21: Computer Applications - $2,250/Year (Pre-payment required)
§ HealthCenter21: Health Care Foundations - $2,250/Year (Pre-payment required)
A Reinstatement fee will be required for an expired term.
Please contact AES for renewal at 800-220-2175
Annual Term
Remains in effect for one year as listed on your product user license certificate. If an annual Software Maintenance Program term expires without being renewed, a reinstatement fee will be charged for the purchase of the new annual term. This fee will be determined by measuring duration of time since expiration, and prorating the cost of this time at the current renewal rate. If you do not renew, you will be required to use our Pay-Per-Incident program for technical support and you will no longer be eligible for product updates.
§ Unlimited Technical support
§ Minor version updates as available
§ Major version updates as available
§ BusinessCenter21
§ ITcenter21
§ WebTRAC System
Our technical support team will always make reasonable efforts to resolve the
issue but Applied Educational Systems, Inc. cannot guarantee all incidents
are resolved.
Pay-Per-Incident
$95/Incident
Payment can be made by contacting AES at 800-220-2175
Until incident is resolved (see below for incident resolution)
Each new incident as determined by AES will require an additional $95 fee
§ One time incident support (phone/e-mail/remote assist)
§ Software patches as required to resolve incident
§ BusinessCenter21
§ ITcenter21
§ WebTRAC System
An "Incident" is defined as the service event starting from the initial customer contact (call/email/remote assist) until closure, or resolution of the problem or issue. An incident is an issue that focuses on one aspect of the product - e.g. assistance with a specific problem or error message. While the issue may involve other aspects of the product, addressing other aspects constitutes a separate issue and is treated as an additional incident. An incident may involve multiple phone calls, emails, or remote assistance attempts. Our technical support representatives are responsible for determining what characterizes a single support incident and for communicating this information to clients.
Once an issue is accepted as being within the extent of technical support, resolution of a technical support issue shall be defined as accomplishing any one of the following:
§ Providing a reasonable solution to the incident
§ Providing a reasonable work-around to the incident
§ Determining that the incident is in fact an enhancement request and forwarding the request to the product management team
§ Escalating the incident to the development team for review
Our technical support team will always make reasonable efforts to resolve the issue but Applied Educational Systems, Inc. cannot guarantee all incidents are resolved.
FAQs
Your product was purchased with the Software Maintenance Limited program (Insert link). You will be required to renew your maintenance program in order to be eligible for technical support, as well as major and minor updates to software.
You will be required to use our Pay-Per-Incident program for all your technical questions and will no longer be eligible for updates.
No. Questions that are directed to sales or are order-related can be answered without a fee.
As stated in our Pay-Per-Incident policy, our technical support team will always make reasonable efforts to resolve the issue but Applied Educational Systems, Inc. cannot guarantee all incidents are resolved.
An incident is an issue that focuses on one aspect of the product - e.g. assistance with a specific problem or error message. While the issue may involve other aspects of the product, addressing other aspects constitutes a separate issue and is treated as an additional incident. Our technical support representatives are responsible for determining what characterizes a single support incident and for communicating this information to clients.
Please feel free to visit our searchable support knowledge base area. While our knowledge base is fairly extensive, we can not guarantee it will resolve your incident.
Although every effort will be made to support our customers, AES reserves the right to determine the life of our products and to what extent will we support that product. We suggest searching our knowledge base area for information concerning your product and possible resolutions.
Disclaimer
These terms and conditions are subject to change at the sole discretion of Applied Educational Systems, Inc., without prior written notice. Any changes will be incorporated into the terms and conditions of this document and on the website.