Product Maintenance

GraphOn Maintenance provides a convenient way for customers to budget annually to receive Technical Support and software upgrades for their GraphOn products. The benefits for the GraphOn Maintenance program include:

• Access to World Class Technical Support
  Expert assistance from experienced GraphOn Technical Support engineers to diagnose issues encountered with your GraphOn product.
• Software Updates at no additional cost
  Download the latest software version for your GraphOn products at no additional cost.
• Support Program
  Unlimited Access to Technical Support Engineers
  Business hours coverage: 8:00 a.m. – 5:00 p.m. EST
  (Monday - Friday excluding USA Holidays)
  Software version updates
• A Higher Level of Support
  GraphOn Customer Support Engineers are highly trained technical engineers who act as a single point of contact to provide customers with a superior level of technical support. These Support Engineers add value by supplying a technical resource that acts as your advocate within GraphOn.
• Building the Technical Relationship
  GraphOn's Customer Support Engineers will develop a thorough, documented understanding of your technology requirements to enable efficient reaction to critical business issues. The Support Engineers will keep you informed allowing both you and your company to stay abreast of the latest information, and technical developments regarding your open issues.
• Top Priority: Response
  The GraphOn Customer Support team’s top responsibility is to respond to your advanced technical support needs. Having direct access to internal product development allows the Support team to quickly and correctly resolve issues, as well as help reduce future support and maintenance expenses. The Support team is adaptable to your changing environment and will be available to you via email or telephone.
• Your Advocate at GraphOn
  Your Customer Support Engineer has extensive knowledge of GraphOn’s products and knows how product changes may affect your environment. By studying these factors your Customer Support Engineer can help ensure a smooth transition to new product releases and updates. Your Customer Support Engineer will also channel your feedback on GraphOn products to the appropriate product development groups and orchestrate direct interaction with these teams as required.

The goal of the maintenance program is to provide our customers the tools and knowledge needed to identify technical issues they experience. Once identified, GraphOn will be able to recommend the next steps required to resolve the issue, from updating with the latest hotfix or service pack to product upgrades/migrations for older, outdated products. For some situations GraphOn may determine that an escalation is required in order to further isolate the issue and potentially resolve with a Custom hotfix. The appropriate steps to resolve technical product issues will be communicated by your GraphOn support representative.