All Technical Support tiers share a common infrastructure for Hotline, Email, and Web based access to technical support personnel and other ConnectDot support tools and resources. By accessing our Support Knowledge Base and problem tracking systems, you can learn about product capabilities, monitor issues, and escalate needs via the Web. Our Technical Support structure provides remote diagnostic capability, which helps to provide faster problem isolation in many situations without requiring on-site support visits. Our ConnectDot Software Developers Network and product-oriented Web sites provide access to whitepapers, articles, download and Web-based seminars for education and sharing among developers. Our new ConnectDot Alerts and Notification System allows you to subscribe to receive notification of critical problem alerts, known solutions and new release availability via automated Email distributions.

MISSION CRITICAL SUPPORT
This is ConnectDot Software's most comprehensive level of support. This offering provides our customers with access to a live Technical Support Engineer, or a maximum 30-minute call back around the clock. Mission Critical designed for those environments where downtime must be minimal. We do this by being both proactive and personalized in our approach, which will help you to maximize your investment in ConnectDot technology. Mission Critical includes all of the services available in Extended 24x7 Support and Basic Maintenance, but with higher service level objectives and content. A key feature of this offering is the assignment of a Technical Account Manager (TAM) to coordinate your Technical Support relationship with ConnectDot. Your assigned TAM will maintain familiarity with your ConnectDot installation environment. Your TAM will also provide continuity of support and an escalation coordination role across all product lines.

This support tier includes:
Annual on-site visits, quarterly service level review conference calls, and executive service level reports, all to ensure continuity and proper focus on issues specific to your business priorities. In situations where there are round-the-clock support requirements, you can purchase additional regional Technical Account Manager support to cover multiple time zone needs. Note: You must purchase the Extended 24x7 Support tier as a pre-requisite to purchase Mission Critical Support.

EXTENDED 24x7 SUPPORT
This is ConnectDot Software's mid-level support offering. It designed to provide our customers with a live Technical Support Engineer or a maximum 1-hour call back, around the clock. With our extended 24x7-support offering, you can optimize use of important IT resources, by enabling your staff to access Technical Support outside of normal business hours.

This tier of support includes:
Priority queuing of reported issues, time based escalation of unresolved problems, and direct access to senior level technical support engineers. This support offering designed to provide round-the-clock support, and easy access to senior level support staff.

BASIC MAINTENANCE
This is ConnectDot Software's basic level of maintenance and technical support. This tier provides business hours access to ConnectDot Technical Support and on-line access to key ConnectDot technical information. Our Basic Maintenance tier provides value-added maintenance and support for ConnectDot products that are in active or functionally stable phases of the product life cycle. As with higher tiers of support, this tier includes access to: Hot-line, Email and Web-based support options, Knowledge Center access for self-service, access to our Developer's Network, and access to Electronic Software Download (ESD) System.