Each Q-Pulse customer site receives the first 2 support incidents for free within the first 30 days of purchase. If you purchase training within your first 30 days you also receive an additional incident. Incidents are defined as questions regarding one specific aspect of the software. For example, "How do I activate a document?" or "I am getting an initialization error. What do I do?" A given incident may require more than one contact with the support staff.

Your Maintenance Support Plan provides you with the following:

User and Technical Support –Includes general help on the routine use and operation of Q-Pulse, as well as handling any technical issues you may have, on a per incident basis.

Functional upgrades - These are outputs from major development programs resulting in the next generation of product. They are provided automatically on release to all customers with a valid Maintenance contract at no extra charge. With your maintenance support plan you don't have to worry about your software being compliant with ISO 9000:2000 - you get the upgrade free.

Maintenance releases - These are a collection of design and usability changes resulting from internal and customer feedback. All Maintenance holders are informed of the content of the change and the upgrade is made available to them free of charge on demand.

8 Additional Support Incidents - In addition to the 2 free support incidents you receive in the first 30 days, purchase of the Maintenance Support Plan provides you with 8 additional support incidents valid for one calendar year from date of purchase. Pricing is based on the number of users (licenses):

1-3 Users = $300

4-5 Users = $380

5 Users = $500

Although the vast majority of our customers never need more than the support provided with the 8
additional incidents, you may purchase more as needed at the following rates:

1 Incident for $40
5 Pack of Incidents for $130

These incidents are valid from date of purchase through current maintenance contract expiration date.

NOTE: Purchasing additional software licenses may require an upgrade in your maintenance support plan. The
upgrade cost for the maintenance support plan is calculated by taking the difference in price and pro-rating the
difference. Example, if your current maintenance support plan costs $300 and you add 10 more software
licenses, your non-prorated upgrade cost would be $200 ($500 - $300).

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