MaxQ Support Plan Package Options

In order to help you protect the significant investment in your business solution, MaxQ offers a variety of convenient ways to access our expert support team. All of the support plans are based on your MaxQ solution list price.1 Details of each available technical support package are outlined below.

Unlimited Support Plan
Pricing: 28% of solution price for first year, 25% for renewals.
Unlimited Support provides you with the security of e-mail or telephone support as often as you need it. It includes:
  • Unlimited telephone and e-mail support with 1 hour guaranteed response time.2
  • Automatic enrollment in the Solution Enhancement Program. The program gives you:
    • Email notifications announcing our latest service packs and updates to all MaxQ Solutions.
    • Software updates for all the MaxQ solutions your currently own.
  • 24x7 access to the MaxQ Tech Support website.
  • 10% discount on MaxQ Solutions training.3
Foundation Support Plan
Pricing: 18% of solution price.
The foundation support plan provides you with a base set of support options. This plan is the minimum first year requirement. It includes:
  • 6 telephone or e-mail support incidents with a 24 hour guaranteed response time.2
  • Automatic enrollment in the Solution Enhancement Program. The program gives you:
    • Email notifications announcing our latest service packs and updates to all MaxQ Solutions.
    • Software updates for all the MaxQ solutions your currently own.
  • 24x7 access to the MaxQ Tech Support website.
5-Packs of Support Incidents
Pricing: $750
Packs of five telephone or email incidents are available. Incidents from this pack will be valid for 1 calendar year from the date of purchase and carry a 24 hour guaranteed response time.4

New Product Sales
All new product sales require a 12 month maintenance agreement.

Maintenance Renewals
During the renewal process we will create a new renewal agreement that has all of the MaxQ modules renewing on the same date. Any additional time left on any modules will be prorated on the contract. This will help simplify the renewal process for both organizations.

There will be a 3% penalty for late renewals.

Important Notes
  • Support guarantee is backed by a $25 credit. This credit will be applied to your next maintenance renewal.
  • An "Incident" is defined as a single support issue or question the user directs to support, using telephone, e-mail or fax. If the question requires multiple calls or responses to resolve, it will count as only one incident. On the other hand, a call, fax, or e-mail that contains multiple questions (i.e. 3) will count as multiple (i.e. 3) incidents. Questions regarding any MaxQ product installation, non-MaxQ product, and networking services [i.e. MBS modules, printer configuration, database server, operating system] are not covered by your MaxQ support plan.5
  • Review our Support Plan FAQ for answers to the most frequently asked questions regarding our support plan package options.
1List price is calculated as the total of all MaxQ products at base price [the current retail price according to the official MaxQ price list] for all future support plans. Any additional products purchased after the initial purchase will be added to the base solution price.
2Support guarantee limited to the following:
  • 9:00am to 6:00pm, EST Monday - Thursday
  • 9:00am to 5:00pm, EST Friday.
  • No Support - Saturday, Sunday, Holidays {reference: www.maxqtech.com for holiday schedule}, and Weather or Facility related emergency closings.
  • A response for a support incident reported on the last business-day of the week may not be received until the next business-day.
  • A response for a support incident reported within the last hour of business on a given day may not be received until the next business day.
3This discount cannot be applied to the initial implementation/user training.
4Enrollment in the Foundation Support Plan is required in order to purchase 5-Packs.
5MaxQ offers support for Product installation, Microsoft Solutions, and general IT services at an hourly rate [as listed on the MaxQ price list or Consulting contract].