Ormandy provides continuous software support to customers for product training, installation, upgrades, and general questions.

The O-tomate support program is priced at an annual rate of 15% of the current list price of a comparable system.. The contract rate provides telephone or e-mail software support, on normal business days, between the hours of 9:00 a.m. and 6:00 p.m. , EST. This support agreement also offers the following benefits:

• All patches, fixes, & revision upgrades at no additional charge.
• On-line training classes.
• On-line installation and setup of patches, fixes and upgrades outside normal support hours, without additional charge.
• No-charge program problem analysis and delivery of available fixes.

Scope

The 0-tomate Support Program is intended to provide support and training for 0-tomate and FrontLine. Third-party software (e.g. database or operating system), connectivity, network or other such issues are outside the scope of 0-tomate support. If a customer or a contractor of the customer requests Ormandy’s assistance in regard to such issues, the time shall be billable (see “Terms” below)

Billable Services

Priorities

Support is prioritized as follows:

1. Top priority is given to a customer whose system is inoperable. Any resources required to satisfy the needs of this customer are applied immediately.

2. Customer system is operational, but users are experiencing problems: Support is prioritized in relation to the severity of problems.

3. Standard support questions are handled in the order they are received.