Maintenance and Support Options

Snowbound's maintenance and support programs ensure obsolescence protection and the knowledge that you have access to assistance anytime you need it.  By taking advantage of our family of support programs, you can guarantee that your products will always have the latest technology and improvements, keeping you and your users up-to-date.

Our suite of comprehensive support and maintenance options are designed to fit any budget and any support scenario. They include:

• Basic automated ticket logging and response support system (24x7 auto attendant)
• Expedited Support Response (ESR) – details below
• Severity level agreement and pager notification for mission critical situations
• Extended support hours - see plan options in grid below
• Professional services for installation, integration and product customization

Evaluation Support

We also offer comprehensive support services for our evaluation customers.  In the interests of getting you up-and-running quickly and benefiting from our products and services as soon as possible, we provide responsive and thorough answers to your questions via our automated support system including FAQs, documentation, Chat and comprehensive technical response to your support tickets.

SnowCloud™ - Snowbound's Cloud-based Pilot Environment

In addition we offer Cloud-based pilot environments enabling you to install on a pre-configured external server, providing a turnkey hosted environment to evaluate application viability or develop your pilot program.

Maintenance and Support Program Grid definitions:

• Maintenance Programs: Include version upgrades, updates, and 24x7 automated support system coverage.
• Auto Attendant web-based support system: Powerful system for submitting your issues, providing FAQ’s and documentation,  Available on the web 24x7 though responses are offered during Snowbound’s normal business hours.
• Expedited Support Response (ESR) - formerly called incidents*: ESRs are included in our Gold, Silver and Bronze support plans, and may be purchased in blocks of 3 by customers under other maintenance agreements. ESRs provide you with priority response (at a level higher than standard support tickets), telephone consultation if needed, code review, sample creation and some minor feature changes. Each ESR can be used for up to 3 hours of services.
• Extended Support Program*: For situations that require the fastest possible response. Includes 2 hour telephone response for Severity level 1 issues, 1 business day response for Severity level 2 issues, and 2 business day response for Severity level 3 issues  Phone call response included for all three categories:   Bronze: 8-5 ET  (USA Eastern Time) Silver: 8-7 ET   Gold:  24 x 7 - (Gold includes two expedited maintenance responses  (EMRs)).  More information available in the support agreement.
• Expedited Maintenance Release (EMR)*: A tested maintenance release of your product specifically addressing your issue. EMRs include a single ESR, are included in our Gold and Silver support plans, and may be purchased separately by customers under other maintenance agreements. 
• Professional Services*: Installation and Integration Services: Offers our expertise to help you install and configure your system.
• Customization Services: Custom product and feature changes*

If you would like more information about our technical support programs, or if you need help assessing which program is right for your organization, please contact our Sales Department by email or 617-607-2010.

For a list additional program definitions, please click here.

Technical Consultation Requests

Do you have a special project or technical requirement that you would like to discuss with Snowbound's engineers? Are you developing an application that requires imaging expertise that Snowbound could provide? Or maybe you are evaluating our software and have some questions. If so, Snowbound can help. To request a technical consultation with our team of engineers, please contact us. 

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* Support programs are for one person, and each developer is required to have their own SDK. Volume discounts are available.

NOTE: Maintenance contracts vary by product. Please contact our Sales Department for details.