Service Call - Support

All original purchases of Barcoding’s Commercial-off-the-Shelf products include 30 days of software upgrades and support. Thereafter, support may be purchased in one-year increments, which will ensure that you receive continued Technical Assistance as well as Product Patches and Minor Release Upgrades.

Barcoding Inc. offers two levels of support, Preferred and Preferred +. A description of the services offered under each of these Support Agreements can be found in the following chart.

Service Call -Support Options

Level of Support	Preferred	Preferred +
Annual Cost	20% of Software Licenses	25% of Software Licenses
Email Support	No Charge (One Authorized Contact)	No Charge (Two or More Authorized Contacts)
Telephone Support	No Charge (One Authorized Contact)	No Charge (Two or More Authorized Contacts)
Remote Desktop Support	No Charge (One Authorized Contact)	No Charge (Two or More Authorized Contacts)
Product Patches and Minor Release Upgrades
Support Hours	8:30 a.m. - 5:30 p.m. Monday-Friday EST **	8:30 a.m. - 5:30 p.m. Monday-Friday EST **
Response Time	Within 12 Hours	Within 2 Hours
After Hours Support	Billed at $125 Per Incident	Billed at $125 Per Incident (Only Charged for Calls Prior to 7:00 a.m. or after 7:00 p.m. EST)
**	Depends on availability of resources. If a voice mail is left, the call will be returned within the Response Time of your Support Agreement, which may include the next business day. Preferred + Members have precedence during resource prioritization.