Consilient Support

Support

Support Hours

7:30 am - 10:30 pm EST (Eastern Standard Time)
Live phone and e-mail support available 7 days per week.

Email Support

support@consilient.com

Telephone Support

Tel: 1.709.576.3996 (International calls)
Toll free: 1.866.576.3996 (North America)

Subscribers to Consilients Hosted Consilient Push Service may access Consilient Support via email – support@consilient.com

Consilient Support will make best efforts to respond by email to all email support inquiries within 2 business days.

Customer Support and Services Policy

(Scroll through the box below to find the product or service you purchased.)

Consilient Customer Support & Services


CONSILIENT offers a comprehensive suite of Support and Maintenance services designed to keep your Consilient software running smoothly.  Through Consilient Customer Support, you receive experienced, technical support backed by a single point of escalation.  

Consilient delivers a superior level of customer support that provides effective troubleshooting and efficient problem resolution that is prompt and customized.  

Consilient provides technical support and training services, which can be tailored to meet your needs. From our direct Customer Services support line to on-site visits, Consilient offers a broad selection of support services so you can choose the appropriate level of service that fits your requirements.

Capitalized terms not otherwise defined herein shall have the same meaning in the respective Terms and Conditions of Use; End User License Agreement; or similar agreement agreed to by you and Consilient.


 
Consilient Push – Enterprise Edition

* During the Trial Period the Support Services offered under the Annual Support Model apply

Support Services may be performed by Consilient via one of two methods:


1.	Annual Support 

Telephone/Email Support
Consilient will work with up to three (3) assigned members of your technical staff by phone or email to answer questions regarding the use of the Consilient Push software.  
Consilient support is available to help your technical personnel identify, verify, and resolve problems associated with Consilient software.  
Direct support of, or contact with individual users of the software by Consilient Support is beyond the scope of available support.  Only assigned technical personnel should contact Consilient support directly. 


Support Hours:
Monday through Sunday
7:30 a.m. to 10:30 p.m. Eastern Standard Time


Support Contact Information:
Telephone Support
North America: 1-866-576-3996
International: +709-576-3996

Email Support 

support@consilient.com 
Consilient will use reasonable commercial efforts to respond within four (4) hours of receipt of requests for Telephone/Email Support. 
Timelines for resolution will vary depending on the issue.




Maintenance Releases and New Releases
For as long as you are paying the Support Fee and Consilient is supporting both your  version of the licensed software and your operating environment, Consilient shall provide you with copies of any standard changes or additions that it makes available which correct errors or provide minor upgrades (“Maintenance Releases”).  
Any standard changes or additions that add significant new functionality or substantially improve the performance of the licensed Consilient Push Enterprise software that are released by Consilient on a general basis (“New Releases”) are available at a 10% discount off Consilient’s list price for the New Release. 
 All such Maintenance Releases and New Releases shall be subject to the General Terms and Conditions of Use or similar End User License Agreement agreed to by you and Consilient.
Consilient shall, in its sole discretion, determine whether a release will be a Maintenance Release or a New Release.
 


Training Services

Training Services will be available at a mutually agreed time upon receipt of the applicable Training Fee.  

You may chose either remote or onsite training and such training may take place in conjunction with Installation Services (if you have requested such services from Consilient).  

The Training Fee covers Consilient’s standard administrator training session only. 

Consilient may provide standard or customized training for additional personnel for an additional fee at a mutually agreed upon time.  


Product Life Cycle

Software versions deemed by Consilient to be at the end of their life cycle will no longer be supported, upgraded and maintained by Consilient.  Consilient agrees that it will provide you with at least 90 days notice prior to the end of any version life cycle.


Services Excluded
Consilient Support Services cover normal use of the Licensed Software.  Consilient shall not be responsible for: (1) damage caused by failure to provide a suitable installation or operating environment for the Licensed Software including damage resulting from installation of the software outside a secure environment as provided by a properly installed firewall; (2) damage caused by power surges or disasters such as fire, flood, wind, earthquake or lightening;  (3) damage caused by unauthorized alterations or modifications to the Licensed Software; (4) damage caused by the addition or deletion of unauthorized hardware or software applications and/or files;  (5) damage caused from mis-configuration or improper installation or maintenance performed solely by the customer;  (6) damage caused by abuse, misuse, mishandling or misapplication; (7) damage caused by programs, data, viruses or other files; (8) errors in a prior release that was corrected through issuance of a Maintenance Release that has not yet installed; (9) errors relating to the hardware device on which the Licensed Software is installed; or (10) use of the Licensed Software with a hardware device other than those supported by Consilient.  
Consilient shall not be responsible for compatibility of the Licensed Software with versions of software and hardware other than those specified by Consilient in Hardware Software Specification documentation.
Technical support will only be available for the Licensed Software and other required software applications as they relate to the use of the Licensed Software.  Other software applications and any hardware fall outside the scope of Support Services.  In the event the Consilient provides technical support assistance for areas outside the scope of this Agreement, it will be agreed to in writing prior to work being performed that Consilient shall invoice for such services at its standard hourly rate.

2.	Per Incident Support

Technical support is available to you on a pay per incident support basis in the event you do not choose Annual Support.  For greater certainty, you shall not be entitled to avail of the Annual Support Plan in the event Per Incident support is requested.  The terms of such Per Incident support are included below.

All support requests are assigned to a member of the Consilient Support and Integration team and are allotted the same importance as support requests from customers choosing Annual Support.  Support shall only be provided to your trained representatives.  Consilient shall not provide support directly to individual device users.


Support Hours:

Monday through Sunday

7:30 a.m. to 10:30 p.m. Eastern Standard Time

Pay per-incident support requests will be responded to as quickly as possible and within four (4) support hours of receipt of the request. 

Telephone Support
North America: 1-866-576-3996
International: +709-576-3996

Email Support 

support@consilient.com 


All requests for support and/or error correction shall include your name, a detailed description of the problem, email address and telephone number of your contact person.

Consilient shall provide you with Maintenance Releases at no charge. Maintenance Releases include any standard changes or additions that Consilient makes available which correct errors or provide minor upgrades.  Consilient shall provide you with New Releases at Consilient’s list price.  New Releases include standard changes or additions that add significant new functionality or substantially improve the performance of the licensed Consilient Push Enterprise software that are released by Consilient on a general basis.

You can purchase this support only through the Consilient Web Store at http://shop.consilient.com/ at a rate of $400.00 per issue, 

Before purchasing Per Incident support please review the documentation suite provided with the software to ensure the functionality you are requesting assistance with is supported. If you have a question regarding supported functionality please email your question to support@consilient.com prior to purchasing. 

Consilient will make best efforts to resolve the issue you are reporting in a timely and effective manner but cannot guarantee resolution times.  Although the Support team provides resolutions to most issues reported we cannot guarantee your specific issue will be resolved.



Consilient Push – Operator Edition

Please contact your Sales Account Manager for additional information on available Support Programs for Operators/Carriers


During the Trial Period the following Support Services are offered:

Telephone/Email Support
Consilient will work with up to three (3) assigned members of your technical staff by phone or email to answer questions regarding the use of the Consilient Push software.  
Consilient support is available to help your technical personnel identify, verify, and resolve problems associated with Consilient software.  
Direct support of, or contact with individual users of the software by Consilient Support is beyond the scope of available support.  Only assigned technical personnel should contact Consilient support directly. 


Support Hours:
Monday through Sunday
7:30 a.m. to 10:30 p.m. Eastern Standard Time


Support Contact Information:
Telephone Support
North America: 1-866-576-3996
International: +709-576-3996

Email Support 

support@consilient.com 
Consilient will use reasonable commercial efforts to respond within four (4) hours of receipt of requests for Telephone/Email Support. 
Timelines for resolution will vary depending on the issue.




Services Excluded
Consilient Support Services cover normal use of the Licensed Software.  Consilient shall not be responsible for: (1) damage caused by failure to provide a suitable installation or operating environment for the Licensed Software including damage resulting from installation of the software outside a secure environment as provided by a properly installed firewall; (2) damage caused by power surges or disasters such as fire, flood, wind, earthquake or lightening;  (3) damage caused by unauthorized alterations or modifications to the Licensed Software; (4) damage caused by the addition or deletion of unauthorized hardware or software applications and/or files;  (5) damage caused from mis-configuration or improper installation or maintenance performed solely by the customer;  (6) damage caused by abuse, misuse, mishandling or misapplication; 
(7) damage caused by programs, data, viruses or other files; (8) errors in a prior release that was corrected through issuance of a Maintenance Release that has not yet installed; (9) errors relating to the hardware device on which the Licensed Software is installed; or (10) use of the Licensed Software with a hardware device other than those supported by Consilient.  
Consilient shall not be responsible for compatibility of the Licensed Software with versions of software and hardware other than those specified by Consilient in Hardware Software Specification documentation and indicated by the customer in the Pre-Installation Checklist.  
Technical support will only be available for the Licensed Software and other required software applications as they relate to the use of the Licensed Software.  Other software applications and any hardware fall outside the scope of Support Services.  In the event the Consilient provides technical support assistance for areas outside the scope of this Agreement, it will be agreed to in writing prior to work being performed that Consilient shall invoice for such services at its standard hourly rate.



Consilient Push – Hosted Edition

Subscribers to Consilient’s Hosted Consilient Push Service may access Consilient Support via email:

support@consilient.com

Consilient Support will make best efforts to respond by email to all email support inquiries within 2 business days.

Subscribers to the Consilient Push Hosted Edition are entitled to upgrades (bug fixes or minor enhancements to the Software) which may be made generally available by Consilient.  

Versions of currently supported email platforms may be deemed by Consilient to be at the end of their life cycle and will therefore no longer be supported via the Consilient Push Hosted Service.    

Consilient will use reasonable efforts to provide advance notice to you via its website regarding which versions of currently supported email platforms will no longer be supported.



Consilient Push Clients for Oracle  

For each client purchased from the Consilient webstore the subscriber is entitled to the following support services:
Telephone/Email Support
Consilient personnel will be available to you by phone or email to answer questions regarding the use of the Consilient Push for Oracle Client software and to help your technical personnel identify, verify, and resolve problems with the licensed software.  

Support Hours:
Monday through Sunday
7:30 a.m. to 10:30 p.m. Eastern Standard Time


Support Contact Information:
Telephone Support
North America: 1-866-576-3996
International: +709-576-3996

Email Support 

support@consilient.com 
Consilient will use reasonable commercial efforts to respond within four (4) hours of receipt of requests for Telephone/Email Support. 
Timelines for resolution will vary depending on the issue.



Consilient2 

Annual Support 

Telephone/Email Support
Consilient will work with up to three (3) assigned members of your technical staff by phone or email to answer questions regarding the use of the Consilient2 software.  
Consilient support is available to help your technical personnel identify, verify, and resolve problems associated with Consilient software.  
Direct support of, or contact with individual users of the software by Consilient Support is beyond the scope of available support.  Only assigned technical personnel should contact Consilient support directly. 

Support Hours:
Monday through Sunday
7:30 a.m. to 10:30 p.m. Eastern Standard Time


Support Contact Information:
Telephone Support
North America: 1-866-576-3996
International: +709-576-3996

Email Support 

support@consilient.com 
Consilient will use reasonable commercial efforts to respond within four (4) hours of receipt of requests for Telephone/Email Support. 
Timelines for resolution will vary depending on the issue.






Maintenance Releases and New Releases
For as long as you are paying the Support Fee and Consilient is supporting both your  version of the licensed software and your operating environment, Consilient shall provide you with copies of any standard changes or additions that it makes available which correct errors or provide minor upgrades (“Maintenance Releases”).  
Any standard changes or additions that add significant new functionality or substantially improve the performance of the licensed Consilient Push Enterprise software that are released by Consilient on a general basis (“New Releases”) are available at a 10% discount off Consilient’s list price for the New Release
All such Maintenance Releases and New Releases shall be subject to the terms and conditions of the License Agreement unless otherwise stated.  
Consilient shall, in its sole discretion, determine whether a release will be a Maintenance Release or a New Release.
 

Training Services

Training Services will be available at a mutually agreed time upon receipt of the applicable Training Fee.  

You may chose either remote or onsite training and such training may take place in conjunction with Installation Services.  

The Training Fee covers Consilient’s standard administrator training session only. 

Consilient may provide standard or customized training for additional personnel for an additional fee at a mutually agreed upon time.  


Product Life Cycle

Software versions deemed by Consilient to be at the end of their life cycle will no longer be supported, upgraded and maintained by Consilient.  Consilient agrees that it will provide you with at least 90 days notice prior to the end of any version life cycle.

Services Excluded
Consilient Support Services cover normal use of the Licensed Software.  Consilient shall not be responsible for: (1) damage caused by failure to provide a suitable installation or operating environment for the Licensed Software including damage resulting from installation of the software outside a secure environment as provided by a properly installed firewall; (2) damage caused by power surges or disasters such as fire, flood, wind, earthquake or lightening;  (3) damage caused by unauthorized alterations or modifications to the Licensed Software; (4) damage caused by the addition or deletion of unauthorized hardware or software applications and/or files;  (5) damage caused from mis-configuration or improper installation or maintenance performed solely by the customer;  (6) damage caused by abuse, misuse, mishandling or misapplication; 
(7) damage caused by programs, data, viruses or other files; (8) errors in a prior release that was corrected through issuance of a Maintenance Release that has not yet installed; (9) errors relating to the hardware device on which the Licensed Software is installed; or (10) use of the Licensed Software with a hardware device other than those supported by Consilient.  
Consilient shall not be responsible for compatibility of the Licensed Software with versions of software and hardware other than those specified by Consilient in Hardware Software Specification documentation and indicated by the customer in the Pre-Installation Checklist.  
Technical support will only be available for the Licensed Software and other required software applications as they relate to the use of the Licensed Software.  Other software applications and any hardware fall outside the scope of Support Services.  In the event the Consilient provides technical support assistance for areas outside the scope of this Agreement, it will be agreed to in writing prior to work being performed that Consilient shall invoice for such services at its standard hourly rate.

Termination of Support Services  
Support Services may be terminated by either you or Consilient by giving written notice to the other party at least sixty (60) days prior to the end of any Support Period. Upon termination for any reason your rights to receive Support Services will cease. 
Notwithstanding, the Consilient reserves the right to terminate Support Services for older versions of the Licensed Software upon sixty (60) days written notice to the Licensee.