TechDoc is Commercial-Off-The-Shelf (COTS) software that is available for commercial and government use. TechDoc is purchased via a one-year term license bundled with a specific level of support. Billing is available on a monthly or discounted annual basis. Here are the various support levels and how they differ:
| Support Level 1 | ||||
|---|---|---|---|---|
| Service Options | Non-Prod | Basic | Standard | Enterprise |
| Number of Permitted Clients2 | 20 | 100 | 250 | Unlimited |
| Workflow Editors With Support3 | 0 | 0 | 1 | 5 |
| Additional SM's Supported 4 | 0 | 0 | 1 | 3 |
| Access to New Product Versions | ✓ | ✓ | ✓ | ✓ |
| Access to Product Patches | ✓ | ✓ | ✓ | ✓ |
| Electronic Document Management | ✓ | ✓ | ✓ | ✓ |
| Electronic Records Management | ✓ | ✓ | ✓ | ✓ |
| Email Support | ✓ | ✓ | ✓ | ✓ |
| Forum Support | ✓ | ✓ | ✓ | ✓ |
| Telephone Support | ✓ | ✓ | ✓ | |
| Electronic Forms Included / Published Form Limit | ✓ / 10 | ✓ / Unlimited | ||
| Workflow Included / Process Definition Limit | ✓ / 10 | ✓ / Unlimited | ||
| Rendering Included | ✓ | ✓ | ||
| Test Environment Supported | ✓ | ✓ | ||
| Remote Debugging | ✓ | |||
| After Hours Support 5 | ✓ | |||
| Technical Account Manager 6 | ✓ | |||
| Priority Service | ↑ | ↑↑ | ↑↑↑ | |
| Target Response Time 7 | 6 days | 3 days | 2 days | 1 day |
| Number of Customer Contacts 8 | 1 | 2 | 2 | 3 |
| 1 | This table is provided for informational purposes only and may change without notice. Please refer to your EULA (End User License Agreement) and MTSA (Maintenance and Technical Support Agreement) for exact specific details. The current EULA and MTSA are available here. |
| 2 | "Permitted Clients" means Clients used to perform work by or on behalf of the Named End User in conjunction with a Licensed Product Server. "Client" means a device or user that accesses or otherwise utilizes the services or functionality of the Server Software and includes each Mobile Device and Remote Desktop. |
| 3 | Additional Workflow Editor Licenses with support can be purchased separately. |
| 4 | Refers to the total number of additional Search Managers that can be run on other servers provided that the additional Search Manager(s) are only populated by Document Manager(s) running at the same or higher support level. |
| 5 | After Hours Support is subject to availability, must be prearranged, and approved by PTI. |
| 6 | A Technical Account Manager is a designated senior technical resource who works collaboratively with Customer to help you realize optimal performance and utilization of the Product. |
| 7 | Target Response Time is in business days; 8:30am-5:30pm Eastern Time, Monday-Friday, US Federal Holidays observed. |
| 8 | Refers to the number System Administrators that may contact PTI for support. |
For more information, send inquires to sales@prevo.com.