Support

Customer Support Program

Overview

GATC, the developer of the Skynax software solution, knows that its success is reliant on the success of its customers in using its software products to achieve their goals. To this end GATC maintains dedicated support staff and an up-to-date mobile technology lab to cover your support needs.

The support staff is committed to providing you with timely, high quality and efficient technical support. We are also committed to assuring your complete satisfaction with our products and services.

The support staff at GATC is most efficiently reached internationally by email and the web-based help desk. If you have purchased Skynax from Intermec or from an Intermec partner please contact that party first for support information.

Customer Support Objectives

GATC understands that to help maintain high customer satisfaction and a competitive advantage for its software products, it is in its own best interest to correct serious problems in any of its software products as well as promptly respond to issues that customers bring to its attention. Therefore, GATC shall use reasonable commercial efforts to respond to all customer requests for fixes to software, given consideration to the severity and nature of the problem as well as GATC's published service level objectives.

Maintenance Services Policy

Customers with a current maintenance contract are entitled to the following benefits and resources.

• Access to our customer support Knowledge Base.

• Access to our customer support site.

• Assistance via telephone and our request submitting and problem tracking web-based Help Desk.

Updates (Provided On-Line)

During such time as the Licensee is current with payments for Maintenance Fees, GATC shall make available to Licensee all new corrections, enhancements, updates and upgrades to the software, which GATC makes generally available.

Service Level Objectives

Priority 1: Fatal Error - The error causes abnormal program termination, loss of data, loss of control or causes the operating system to become unresponsive.

Priority 2: Major Error - The error causes a major feature of the program to operate incorrectly, to fail or to otherwise become unavailable.

Priority 3: Minor Error - The error effects a small subset of software users and does not have a serious adverse effect which prevents the software from being productive.

Priority 4: Issue / Enhancement - A general question about how the software should operate or a specific request for a new feature to be included in a future release.

Acknowledgement

Acknowledgement is understood as contact by phone or email to confirm receipt of the support request.

Initial Response

An initial response is understood as a contact by phone or email to collect additional information regarding the request and verify the steps needs to reproduce a problem.

Status Frequency

This is the frequency with which we shall update our customers on status support issues. This frequency may be extended by mutual agreement between the customer and GATC.

Temporary Fix

This is a correction to provide relief from the report problem. This correction may be a software patch, a work-a-round or an alternative approach to achieving the requested result. Please note that a temporary fix service level objective begins at the time when GATC receives a reproducible test case which can be used to manifest the reported problem.

For more details on the Skynax support program please contact GATC or Intermec.

Responsive Support.

As a company that has over a decade of experience in front-line, mobile computing systems support, we know how important it is to your business to have the right answers at the right time. Our responsive and reliable support is here to help you make the most of your Skynax system - just one more reason why Skynax is the right choice for your business.