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Level 1: Product Support - Policies

Last Updated: 4/1/07

Included with every Aestiva product is a healthy mix of Product Support and setup services designed to give you a speedy deployment and a successful post-deployment experience.

Our goal -- to make our customers the happiest on earth.

To promote a speedy and successful deployment Aestiva recommends and requires customers read, understand, and follow the policies described below.

Limits to Setup and Product Support are 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.

Install, Setup and Product Support Policies
The installation of a new product includes -- Installation support, Setup support, and Product support. Each is described below.

Installation Support
Installation support has two parts -- the installation of Aestiva Array, followed by the installation of the product you purchased.

Aestiva Array is installed on Microsoft Windows, Unix, Linux, and Mac OS X servers. The Aestiva Array package includes everything you need to install and run Aestiva products -- including the HTML/OS database engine, tools for installing products, and tools for upgrading products.

Install support is provided directly to an IT contact and/or a backup for the contact you designate. Feel free to follow our install notes. Or give us a call and we'll walk your IT contact through the installation of the HTML/OS engine.

Once Aestiva Array has been installed you're ready to install your product. That is accomplished with the point-and-click Control Panel included with Aestiva Array. We can walk you through that or you can follow our technical notes.

Limit one installation every three months. Limit one IT contact change every three months. IT contact required to know how to administer an IIS or Apache web server. Web server training not included. Provided only with up-to-date support contract.

Setup Support
Product setup support consists of product configuration and HTML Design Setup (if included with the base price of the product). Setup requests can include help with setting up a product, deploying a product, as well as administrator and security training.

Aestiva's goal -- to set you up fast. After all, we know that a customer set up fast is a happy customer.

Aestiva provides setup support to an individual you designate as your product's contact. If you need additional product contacts simply have them attend the phone meetings of the individual you designate as your product contact.

If a product setup requires a review process then Aestiva will install your application on Aestiva-owned equipment (at no additional cost) to ensure all parties (your team and Aestiva's) have access to the product prior to the transfer of the product to your equipment.

Limit one product contact change every three months. Training limited to single contact and those attending contact training phone meetings. Training does not extend to non-administrators. Limited to first 90 days of purchase.

HTML Design Setup, when included with the purchase of a product, is limited to twenty (20) changes -- such as moving text around on the screen or the addition or removal of a screen element. Change requests may include up to two minor changes to Javascript or HTML/OS Macros. More requests for Javascript coding, HTML/OS macro programming, image design services, and other kinds of non-HTML work are at additional cost. HTML Design Setup ends with the transfer of a product to customer equipment.

HTML Design Setup, when not included with the purchase of a product, is limited to five (5) changes and does not include any programming changes.

Deployment of customer products on Aestiva hosting equipment provided free for up to 90 days. After 90 days a fee of $500 for account setup, and $20 per user per month shall apply.

Once your product is deployed on your equipment and you are set up and running, Aestiva turns over support for your product to our Product Support department.

Product Support
Product Support (included with a product or purchased separately) includes both an on-line posting service where you can post questions over the web and phone support that is scheduled during Aestiva business hours.

Your Contract Begin Date
Contracts begin on the purchase date of the product or the renewal date of the contract.

Product Support is provided to your IT contact, his or her designated backup, your application contact and/or his or her designated backup.

Product Support vs. Professional Services
Aestiva Product Support is delivered at no extra charge with an up-to-date Product Support contract. Professional Services are billed at an additional cost. Please read the rules Aestiva follows when it decides whether responding to a request should be handled in Product Support or with the purchase of professional services and/or Professional Support. The rules are as follows:
  • If a response involves a specific bug on an out-of-the-box product it is Product Support.
  • If a response involves teaching whether a particular feature exists in the product or describing how to use a feature then it is Product Support.
  • If a response involves a minor change to the design of an HTML template then it is Product Support.

Escalation
The following requires Professional Services or Professional Support. Aestiva reserves the right to waive limitations on a case-by-case basis.
  • The number of Requests exceeds twelve (12) in a single annual contract.
  • The Request requires Javascript or HTML/OS 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 Product Support call.
  • The Request requires the same Aestiva support staff be available on future support requests.

Aestiva reserves the right to change its policies at any time. If we do however, they are applied equally across all Aestiva customers. Product support provided only with up-to-date Product Support contract.

Professional Services and Product Extensions
Professional services, Professional Support, and product extensions are used to deliver capabilities not included in the base price of a product and/or not included as part of Aestiva Product Support. Professional Services, Professional Support, and Product Extensions typically fall into one of the categories listed below.
  • Adding Users
    Aestiva products are typically licensed based on the total number of "named" users who can use the product. Extending the number of users is done by purchasing an extension and applying a registration key within the Control Panel of HTML/OS. No development is needed. Turn-around can be as short as one business day.

  • Adding Higher-Level Support
    Aestiva products include Product Support. If support requests include requests for Professional Services or a higher-volume, then Professional Support may be added. Adding Professional Support is done by replacing a Product Support contract with a Professional Support contract. Turn-around can be as short as one business day.

  • Adding Applications
    Aestiva sells products that sit on Aestiva Array and others that sit on the Power Office platform (which includes Aestiva Array). In general, to add an application, expect a software license cost for the application you add, and a production fee to cover design and programming costs. Speak to your Aestiva Account Coordinator if you seek a quotation on adding one or more applications.

    For First-Time Aestiva Customers
    The purchase of Professional Services 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.


  • Adding or Changing Components and Modules
    All Power Office-based products can be extended with custom components -- such as special information popups, collaboration controls, web-based spreadsheets, file checkin/out modules, and more.

    They can also be extended with modules that include special user screens and administration screens to manage the data used 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.

    To keep our customers happy Aestiva only does the Aestiva side of the integration. Aestiva will provide programming to import/export data to and from the "demark" but does not provide support for your external application. You will need to provide your own integration specialist for that. Speak to your Aestiva Account Coordinator if you seek a quotation for the Aestiva side of a systems integration.

    Professional Services Contract Required
    If you need Professional Services you can contract directly with Aestiva (Acceptance of Aestiva Professional Services Agreement required). See links below.
    • To Download Aestiva's Professional Services Agreement, click here. Fax signed agreements to 1-310-375-1396.
    • For rate information, click here.

    Note: Aestiva does not enter into legal contract negotiations on Professional Services valued under $100,000.

The categories above provide a rough outline of the types of extensions available. Costs and delivery vary. To obtain a cost and delivery quote speak to your Account Coordinator.

Aestiva provides fixed-cost quotes on projects it believes are adequately specified. If a project is not specified then Aestiva reserves the right to charge for helping develop an adequate specification.

Project Minimums
Project Minimums depend on the type of support agreement you have. Standard Product Support (Level 1) requires quotation of all projects. Fixed-cost quotes have two-day minimum and non-fixed-cost quotes have one day minimum.

If you have Professional Support (Level 2) then projects do not need to be quoted. Time is billed in 30 minute increments.

Please remember that when Aestiva bills for its time, all time is billable, including time used for communications, testing, review, and deployment.






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