If you need the highest levels of EDTools support along with periodic fixes and enhancements to our products, we offer three types of Support and Maintenance programs for your use. These programs may be purchased on an annual subscription basis. The purchase of any of these three programs gives you the rights to receive product updates and upgrades as they are released, and for no additional charge. The programs vary in the hours of support coverage, the response time, and the ways to access support. In these programs, it is necessary to purchase the same level of support for all your licenses of a specific product and initially in time of purchase of the product.

EDTools Maintenance program ensure that you always have the latest version of our product. Enrollment in our subscription services program allows you to receive updates and upgrades for as they are released.

EDTools updates are minor releases that contain bug fixes onlyand minor functional enhancements. Upgrades are major releases that contain functional enhancements and extensions of our products.

EDTools supports the current release plus the previous major release for all of our products. For example, if the current version of a given product is 2.0, and a new version, 3.0, is being released, support for the 1.0 version of the product will end on the day the new version is released.

	Blue	Silver	Gold
Hours of Operation	Mon-Fri 9 am-5 pm (Business Hours) Excluding Holidays	Mon-Fri 6am-6pm Excluding Holidays (Business Hours)	7 x 24, 365 Days
Product Updates	Yes	Yes	Yes
Product Upgrades	No	Yes	Yes
Access Channels	Web, E-Mail	Web, E-Mail, Phone (Call-Back), Online Chat Help	Web, E-Mail, Phone, Online Chat Help
Access to Support Area	Web	Web, Telephone	Web, Telephone
Access to EDTools Newsgroups and Knowledge Base	Yes	Yes	Yes
Phone Support	No	Yes	Yes
Max Number of Support Admins per Contract	2	4	Unlimited
Number of Support Requests	Unlimited	Unlimited	Unlimited
7 X 24 Support for High Priority Issues	No	Yes	Yes
Open High Priority Support Requests by Phone	No	Yes	No
Onsite Support for Exceptional Escalations	No	No	Yes

Target Response Time

Severity of the Problem	Silver Support	Gold Support	Platinum Support
Critical	8 business hours	4 business hours	2 hours
Major	12 business hours	8 business hours	4 business hours
Minor	12 business hours	12 business hours	8 business hours
Cosmetic	12 business hours	12 business hours	12 business hours

Note: The purchase of Premium Support and Maintenance subscriptions is subject to minimum.