SUMMIT EVOLUTION Technical Support
(Software and Hardware)
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SOFTWARE SUPPORT
Commencing on the ship date from DAT/EM Systems of the license transfer from DiAP to Summit Evolution, customers will be entitled to 6 (six) months of free technical and software support for Summit Evolution from the DAT/EM technical support staff.
DAT/EM Technical support includes:
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Efficient, friendly telephone service is provided with no recorded menus to bypass. Experienced technical staff handles support calls. A toll-free 800 number is provided for domestic US and Canadian calls. Office hours are between 9 a.m. and 6 p.m. Pacific Time. Clients may contact DAT/EM any time by telephone, fax, or email at support@datem.com.
- 24-hour support services are available for clients whose normal working hours extend outside of DAT/EM’s normal business hours. Please email DAT/EM for a phone number if you would like to use these services.
- Technical Support topics include DAT/EM software or hardware, some PC hardware and system assistance, AutoCAD, MicroStation, ArcGIS, and compatible operating systems. Clients are also encouraged to contact support with suggestions and software requests.
- Software updates are provided at no extra cost for the support period covered. Software updates are generally released 4 times per year. Updates may be downloaded from the web at www.datem.com 24 hours a day. The client may ontact DAT/EM for an installation key prior to logging on for software, or may request an installation key by email from the web. CD’s are available upon request.
- Shipping software updates or replacement hardware locks by Federal Express economy or international priority is included.
- International clients are responsible for all consequent duties and taxes when applicable. International distributors provide support services directly to their clients, with assistance as necessary from DAT/EM .
- Periodic "checkup" calls and emails may be made to the client to ensure the system is running well and to solicit product feedback.
- DAT/EM's quarterly newsletter is provided.
- Updated documentation may be requested in printed or digital format, including keypad overlays and product information. Digital documentation is provided on all DAT/EM installation CD’s, but is not included when software is downloaded from the web site.
HARDWARE SUPPORT
Hardware support includes all of the above for 6 months from the date of upgrade shipment, PLUS:
- Shipping expenses for replacement hardware are paid by DAT/EM, with the exception of duties and taxes on international shipments.
- Client must be currently enrolled in System Support. (Note: If support is not current, invoicing will include cost of hardware plus shipping. Additional charges for technical assistance may be assessed.)
- If no equivalent hardware is obtainable for replacement, DAT/EM reserves the right to provide a substitution. Any necessary computer upgrades required to utilize the replacement hardware are the responsibility of the client. A video card upgrade may be required when replacing a video card.
SUPPORT TERMS AND COSTS:
- Subsequent Software Support terms after the first 6 months may be purchased on an annual basis. DAT/EM provides multiple system and educational license discounts.
- Annual support is applied on a per seat, or per license, basis.
- SUMMIT Evolution Annual Technical Support (each license)
- Includes Summit Evolution
- Includes Capture vector collection
- Includes DAT/EM orthophoto and mosaic
- Includes Map/Editor automated editing
- Multiple license discounts apply. Contact DAT/EM for a cost quotation.
The client can renew Software Support at any time. There are no lapsed period penalties; however, as a digital softcopy system is mainly software, it is highly recommended that clients re-enroll every year. There are many changes that are required to maintain the system as current and viable to the mapping industry. System support may not be renewed after the first term. Contact DAT/EM for details.
‘DiAP’ TECHNICAL SUPPORT
Those DiAP customers who continue using the system will be entitled to receive technical support from DAT/EM Systems until June 30, 2007 . Technical support consists of assisting to resolve issues such as upgrading to newer PC hardware, assistance with new video card drivers, MicroStation operational questions (for versions later than SE).
Mr. Ken Byers, former DiAP Support Manager, will be available to assist with operational issues concerning the DiAP product.
‘DiAP’ SOFTWARE UPGRADES / ENHANCEMENTS
There will be no additional software upgrades, bug fixes or enhancements to the DiAP product.
DEMONSTRATION UNITS
As the Summit Evolution software will be available to customers at zero cost, ‘demonstration’ versions of the Summit Evolution will not be available.
DURATION OF SPECIAL OFFER
This special DiAP-to- Summit Evolution transition from Microsoft and DAT/EM Systems is valid until December 31, 2007
Mt. McKinley and Wonder Lake, Alaska
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