Current CMS customers are invoiced automatically for their annual support renewal each November per the terms of the Software License Purchase Agreement. Support payments are due and payable upon receipt of the invoice and become past due December 1st unless other payment arrangements have been made.
New CMS customers pay for their first year of support as part of the Software License Purchase Agreement. Partial years are pro-rated on a quarterly basis.
We have made some evolutionary changes to our CMS Software Support & Maintenance Plans for 2010 to reflect our experience and customer feedback over the past year. As CMS continues to grow in complexity, functionality, and performance, we have re-worked and fine-tuned our service and support offerings.
Our enhanced "Platinum Plus" support plan is an expansion of the popular Platinum plan originally introduced in 2007. It includes free unlimited support incidents, free minor and major version upgrades, free training & professional services hours and more. We have provided a brief overview of the features and benefits in the grid below:
| 2010 CMS Support & Maintenance Plan Comparison |
| |
Silver |
Gold |
Platinum
PLUS |
| Number of email/fax support incidents per year |
12 |
24 |
unlimited |
| Number of telephone/online support incidents per year |
4 |
12 |
unlimited |
| Free minor version updates (e.g. 5.0 to 5.1) |
Yes |
Yes |
Yes |
| Discounts on major version upgrades (e.g. 5.x to 6.x)* |
15% |
25% |
100% (included) |
| Discounts on additional licenses, modules, and program upgrades |
0% |
5% |
10% |
| Number of included one-hour online training sessions** per year |
0 |
0 |
8 |
| Number of included one-hour Professional Services/Consulting sessions per year*** |
0 |
0 |
4 |
| Discounts on additional training, Professional Services, and Consulting |
0% |
5% |
10% |
| Platinum Access (dedicated Account Manager) |
|
|
Yes |
| Direct access to tier 2 support via Platinum toll-free number |
|
|
Yes |
| Platinum First prioritized support (issues go to the top of the queue) |
|
|
Yes |
| Access to after-hours and weekend/holiday support |
|
|
Yes |
| BOGO (buy one, get one) admission to events and training tuition |
|
|
Yes |
| Quarterly Platinum Perks online roundtables |
|
|
Yes |
| Opportunity to participate in the Platinum Customer Advisory Board |
|
|
Yes |
* Currently-supported customers automatically receive a 50% discount off the current retail price for any new major version. The discounts listed above are in addition to this discount (i.e. 50% + 15%).
** One-hour training sessions may be used one at a time or combined for a single session up to the limit of the plan.
*** Professional Services/Consulting sessions may be used one at a time or combined for a single session up to the limit of the plan.
Support hours (including after-hours and weekend access), incidents, and response times are all subject to the terms and conditions included in the 2010 Software Support Agreement.
The Silver Support & Maintenance Plan includes all the basics, with email/fax support and a limited number of telephone and/or online support incidents (additional incidents can be purchased as needed). Minor updates and patches for the current version of CMS are provided free of charge throughout the year, and a 15% discount toward major upgrades is included. This is the most affordable support offering and the right choice for a small company with few Support, Training, or Consulting needs.
The Gold Support & Maintenance Plan adds more email and telephone/online support incidents, discounts on license, module, and program upgrades, and an increased discount towards major version upgrades. New this year is a 5% discount on Professional Services and Consulting.
The Platinum PLUS Support & Maintenance Plan includes several value-added features and services. It provides unlimited support via email, fax, telephone and online. This plan also includes our "Platinum Perks" package, which offers free major version upgrades, free one-on-one online training sessions, free professional services hours (for things like consulting, custom report writing, etc.), discounted admission to NHS- and CMS-related events, and much more.
In addition to all of these enhanced features and services, Platinum PLUS customers have access to both Senior Support Analysts and a dedicated Account Manager via a toll-free number. Platinum account managers will handle every need other than support, from scheduling professional services or training sessions to adding licenses, helping with custom projects, and more.
|
2010 CMS Support Pricing
|
| |
Silver |
Gold |
Platinum
PLUS |
| Commerce Management System SOLO |
$599 |
$899 |
$999 |
| Commerce Management System Standard Server |
$999 |
$1249 |
$1749 |
| Commerce Management System Professional Server |
$1999 |
$2499 |
$3499 |
| Commerce Management System Workstation, each |
$259 |
$319 |
$449 |
| Credit Card Processing Gateways (other than PCCharge Payment Server), each |
$219 |
$249 |
$299 |
Please call us at (425) 861-7120 for pricing on older versions, modules or options not listed here, or if you have any other questions regarding your 2010 CMS Support Plan subscription.
