Subscription Services Plan
As part the eBRIDGE commitment to our customers, we offer a Maintenance Coverage Plan to assist you with any technical issues that may arise regarding the eBridge integration solution. Our technical support representatives are fully experienced in integration and e-commerce processes and are committed to providing you with the solutions and answers you deserve!
Keeping your maintenance agreement current is the best way to maximize the ROI on your investment. If your maintenance agreement has lapsed we suggest that you contact an eBridge representative at 1.800.775.6921 to get back on track.
If perhaps your Maintenance Coverage Plan has lapsed, a two-hour minimum charge is applicable at a rate of $200/hr ( * a credit card is required). NOTE: Customers with a valid Maintenance Coverage Plan will be given priority over those with a lapsed subscription.
To inquire about our Maintenance Coverage Plan, please contact sales@ebridgesoft.com
Maintenance Coverage Plan
The eBridge Maintenance Coverage Plan offers the following:
- eBridge software upgrades in conjunction with financial system upgrades within the
same product line* - Unlimited technical support via e-mail/telephone/remote access for all eBridge products.
- Software updates for identified issues and program enhancements.
- After-hours support is provided.
- Preferred Help Desk access (24-hr turnaround for non-maintenance customers).
- Access to the latest eBridge product documentation and manuals
*Installation, mapping and customization services of product upgrades may apply.
Maintenance Coverage Examples
- Login failures, connectivity issues
- eBridge Database corruption
- Communications issues, sending and receiving of documents
- New X12 standards for EDS Asset and eBridge Validator
- Functional Acknowledgements not created
- Adding Carriers in the ASN Module
- Importing and Exporting of Profiles
- Troubleshooting posting, import/exporting errors
- Creating new users and configuring security profiles
- Exporting eBridge Solutions
- Managing Document References
- Troubleshooting unattended processes
- Resolving translator validation errors
- Troubleshooting of existing eBridge maps, such as mapping failures
Professional Service Billing
Any issues deemed to be as a result of End User Error/Trading Partner Requirement Changes/Mailbox Changes/Software Upgrades/Assisting with Product re-deployment as a result of Hardware Difficulties or Crashes, are a billable service and not covered under your maintenance agreement.
Below are some examples of billable matters:
- Configuring Map Templates
- Installing the new Bridge and Adapters
- Testing the New installation
- Project management
- Customizations to eBRIDGE standard software
If the accounting software is customized to provide customer specific functionality then the eBridge solution may need to be customized to match the accounting software. If the original eBridge solution was customized then the porting of this customization to the new eBridge solution will be quoted for in advance and billed for on a time and material basis.