Captaris® Alchemy® Support Plans

7x24 Premium Support Plan
The 24x7 Premium Support Plan is geared toward end users who have mission-critical applications and cannot accept any downtime. 24x7 Premium Support is a worldwide, comprehensive per-server plan that provides you with 24-hour, seven-days-a-week support on your complete Captaris Alchemy solution. It protects your Alchemy investment by including upgrades to subsequent software versions as they become available.

Key Benefits

• Unlimited telephone and Web-based support for the duration of the plan
• 24x7 coverage
• Access to the Captaris Online Assist support portal
• Complete software upgrades and maintenance included
• Available worldwide in one-, three- and five-year terms

Premium Support Plan
The Premium Support Plan is designed for end-users who can address server maintenance, upgrades and technical-support issues during regular business hours. It provides support for your complete Alchemy solution and protects your investment by including upgrades to subsequent software versions as they become available.

Key Benefits

• Unlimited telephone and Web-based support for the duration of the plan
• Business hours coverage:
  North America and South America: Monday to Friday, 5 a.m. to 5 p.m. Pacific Standard Time (PST)
  Europe, Middle East and Africa: Monday to Friday, 8 a.m. to 5 p.m., Central European Time (CET)
  Asia/Pacific: Monday to Friday, 8 a.m. to 5 p.m., Eastern Australian Standard Time (AEST)
• Access to the Captaris Online Assist support portal
• Software upgrades and maintenance included
• Available in worldwide one-, three- and five-year terms

Standard Support Plan
The Standard Support Plan is designed for end-users with entry-level systems that have limited support requirements. This plan includes unlimited access to Captaris Technical Support, via the Captaris Online Assist support portal and protects your Alchemy investment by including upgrades to new software versions as they become available. Telephone support is not available under this support plan.

Key Benefits

• Unlimited Web-based support for the duration of the plan
  Software upgrades and maintenance included
• Access to the Captaris Online Assist support portal
• Available worldwide in one-, three- and five-year terms
• Note : Standard support is available only for Captaris Alchemy Document Management Gold and Alchemy Document Management Standard systems

Captaris Alchemy Versions Currently Supported under these Plans
Captaris offers technical support for Alchemy software for a specified length of time. Once a product enters end-of-life status, Captaris will no longer provide technical support, service packs or updates for that version of the Alchemy Server software and any add-on modules for that version of the software.

Current end-of-life status for Captaris Alchemy Server software:

For more information on any of the support offerings, contact your  Captaris Sales Representative  or email Captaris: sales@captaris.com .