Extended Care and Support Maintenance Plans

LogiSense Corporation products are designed with our customer needs as the focal point. Our reputation stands behind our products, as we strive for 100% customer reference ability.

To maximize the benefits of the EngageIP Suite of products, LogiSense Corporation offers a comprehensive range of dependable and cost-effective Extended Care Plans designed to provide effective coverage for a full range of requirements and are available in four (4) tiers: Premium, Enhanced, Standard and Basic.

LogiSense Development and Support groups are located at our North American corporate office. We ensure our global clients are fully supported during their local hours of operation.

Logisense Knowledge Base

Premium Support

• Hours: 24 x 7
• Maximum Response Time: 2 Hours
• Incidents: 10
• Contact Method: Customer Portal; Voice; Email; IM
• Database Restoration: Yes
• Version Updates: Yes
• Hardware Support (Appliances): Next day exchange

Enhanced Support

• Hours: 8-8 EST
• Maximum Response Time: 4 Hours
• Incidents: 10
• Contact Method: Customer Portal; Voice; Email; IM
• Database Restoration: Yes
• Version Updates: Yes
• Hardware Support (Appliances): 2 day exchange

Standard Support

• Hours: 9-5 EST
• Maximum Response Time: 8 Hours
• Incidents: 5
• Contact Method: Customer Portal; Voice; Email; IM
• Database Restoration: None
• Version Updates: Yes
• Hardware Support (Appliances): 3 day exchange

Basic Support

• Hours: 9-5 EST
• Maximum Response Time: 8 Hours
• Incidents: 3
• Contact Method: Customer Portal; Voice; Email
• Database Restoration: None
• Version Updates: Yes
• Hardware Support (Appliances): 4 day exchange

* Hardware Support exchange duration effective in North America. (Must receive faulty unit back within 10 business days, or customer will be invoiced). Hardware support outside of North American will be customized by customer or handled via LogiSense Channel Partners

* Integration or customization services are not included in version updates

* All product version updates within contract period are included, this does not include major releases

* Only available for maximum of 1 previous version of software

* Each Incident is for a maximum of one (1) hour

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