Support Info
General Policies
Last Updated: 05/18/2022
To promote a speedy and successful deployment, Aestiva recommends and requires customers read, understand, and follow the policies described below.
Limitations shown in red. Aestiva reserves the right to waive limitations on a case by case basis. The limits exist to ensure Aestiva's policies are not abused.
Installation
The first-time purchase of any Aestiva product includes free installation support.
Installation of cloud products are automated.
Installation of on-premise solutions are semi-automated.
On-premise installations have two steps. First, you install Aestiva Array. It is delivered as a single binary.
Second, the installation of the Paperwork Engine and product(s) using a point-and-click utility in Aestiva Array.
Aestiva Array is installed on Microsoft Windows, Linux, and MacOS servers. Installation support is provided directly to an IT contact and/or a backup for the contact. Feel free to follow our installation notes. Or give us a call, and we'll walk your IT contact through the installation of the Array engine.
Once Aestiva Array has been installed, you're ready to install your product. This is accomplished with the point-and-click Control Panel included with Aestiva Array. We can walk you through the process, or you can follow our technical notes.
Limited to three installations in your Waiver Period. IT contact required to know how to administer an IIS or Apache web server. Web server training is not considered a Basic Support service. If your IT staff lacks this knowledge then additional charges may be needed to provide help with Systems Administration.
Specified Solutions
If your product includes "specification," then your setup will consist of a complete deployment process that
includes a specification stage, a production and assembly stage (upon the approval of a specification), and a training stage. First-time customers also receive help deploying the product, administrator and report training, and post-deployment support. Your Account Coordinator will schedule your over-the-phone one-hour meetings. Most deployments require four to ten meetings.
Training limited to single contact and those attending contact training phone meetings. Training does not extend to non-administrators. Design Setup, when included with the purchase of a product, is limited to twenty (5) simple HTML changes and two (2) minor changes to Javascript or HTML/OS Macros. Additional requests require quotation and approval.
New Customer Happiness Guarantees
Aestiva has a near 100% success record. But don't take our word for it. Ask about our 100% no money down
Happiness Guarantee. Call for details.
SupportPlus Customer Care
SupportPlus is Aestiva's standard customer care program.
The Waiver Period
First-time customers purchasing solutions with specification have a free support Waiver Period. The period begins on your order date and ends on its one-year anniversary. Contract dates begin on the purchase date of the product or the renewal date of the contract. Payments are due NET 30 (days from the order date). |
Basic versus Advanced Services
Basic Services are included with your SupportPlus Customer Care program. Other services (for which authorization is required) are known as Advanced Services, and are billed at an additional cost. The rules below are used by Aestiva to determine whether a request is a Basic Service or not.
|
If a response involves a bug in the Aestiva engine, then it is not billed.
If a response involves a bug in work delivered in the last six months, then it is not billed.
If a response involves teaching whether a particular feature exists in the product, or describing how to use a feature, then it is a Basic Service.
If a response involves the initial education of an administrator, then it is a Basic Service.
If a response involves a minor change to the design of an electronic form template, then it is a Basic Service.
|
The following are requests that require authorization for Advanced Services. Aestiva reserves the right to waive limitations on a case-by-case basis.
|
The Request exceeds the maximum of twenty (20) requests in your Waiver Period.
The Request requires Javascript, HTML/OS, or any amount of computer programming.
The Request requires support for a 3rd-party product.
The Request requires an action by an Aestiva staff member after the conclusion of a 30-minute SupportPlus call.
The Request requires that the same Aestiva SupportPlus staff be available on future support requests.
|
For First-Time Aestiva Customers
The purchase of Advanced Services (in excess of quoted Allocations) during an initial product installation is an option available to all customers. Such purchase, however, has a risk. It can delay a deployment, cause cost overruns, and make some people within your organization unhappy. Since Aestiva technology can be extended after it has been deployed, you may want to delay such requests. Speak to your Aestiva Account Coordinator about your options.
|
Advanced Services
Advanced Services typically fall into one of the categories below.
Adding Services
SupportPlus can be extended with after-hours support and access to IT specialists. No setup charges are required. To receive extended services, please speak to your Aestiva Account coordinator. Email authorization is often sufficient.
Adding Users
Aestiva products are typically licensed based on (i) the total number of "named" users who can use the product and (ii0 the number of concurrent users. Extending the number of names or concurrent users is done by purchasing an extension and applying a registration key within the Control Panel of Aestiva Array. No development is needed. Turnaround can be as short as one business day.
Adding Applications
Aestiva sells products that sit on the Aestiva Array platform, on the Power Office platform (which includes Aestiva Array) and on the Webigami (cloud) platform. In general, expect a software license cost for any application you add, and a production fee to cover design and programming costs. Speak to your Aestiva Account Coordinator if you seek a quotation for adding one or more applications. The QuickCloud product line is an exception.
It has a one-time setup fee and a monthly fee. Since they are out-of-the-box, they have no production fees.
Additions and Changes
Aestiva products (on both Power Office and Webigami platforms) can be extended with modules, custom components, tools, and custom features.
They can also be extended with modules that include special user screens and administration screens, to manage the data on the user side of the module. Speak to your Aestiva Account Coordinator if you seek a quotation.
Systems Integration
Aestiva products can be integrated with external systems using tools that read in data and tools that write out data. Data exchange is typically done with scheduled pickup of CSV and/or XML data, or using standard real-time HTTP or HTTPS transactions.
Aestiva limits its work to the Aestiva side of the integration. If you require additional help please speak to your Aestiva Account Coordinator.
|
Contract Overrides
Aestiva accepts Purchase Orders on quoted work. Purchase Orders are valid contracts. If you require a supplemental or
overriding contract you can start with the one below. Aestiva does not enter into legal contract negotiations on Advanced Services and support service commitments under three years and $50,000 annual.
Download Aestiva's SupportPlus Agreement, here.
Send PDFs of signed agreements to your Aestiva Account Coordinator.
|
