Extended Warranties, Software Subscriptions & Priority Phone Support...

Choose from one of our popular support programs to ensure that your system remains current.

Maintenance, Software Subscription and Priority Support Program

The Maintenance, Subscription & Support (MS&S) program provides extended warranties on hardware, The MotionMonitor software upgrades and priority technical support.  During the warranty period, IST, Inc will repair or replace hardware components that fail due to defects in material or workmanship at no charge. Repairs may be done on site, subcontracted to other providers or completed at IST facilities at the discretion of IST. The client is responsible for all freight charges associated with shipping the system or components to IST facilities. IST, Inc is responsible for freight charges associated with shipping the system or components to the client. In the event of hardware failure, IST, Inc will provide a "loaner" if available from IST inventory. The MotionMonitor software upgrades are available from IST's website during the term of the program. Only Certified Trained Personnel* will have access to unlimited phone, email and web support and have priority over clients not on the program. Additionally, an on-line training and refresher course will be available, once per year, to be completed at the discretion of the client administrator. Transfer of Remote Licenses can be completed, at no additional cost, upon request. One-year extensions of the Maintenance, Subscription and Support program may be purchased for up to five years from the initial date of shipment. There is a 30-day grace period from the date of expiration for payment of the program. Participation in the program must be continuous during the five-year period. Gaps in coverage are not permitted.  The MS&S Program is an optional program.  If not renewed, the user may elect to purchase the Subscription & Support Program which does not include hardware warranties.  If neither program is purchased the user will receive a perpetual license which provides continued use of the software but does not include the right to software upgrades or priority phone support.

Software Subscription and Priority Support Program

The Subscription & Support Program (S&S) entitles the client to The MotionMonitor software upgrades and priority technical support. It does not include extended warranties on hardware. This program may be purchased upon expiration of the First Year Maintenance, Subscription & Support Program and offers access to all software upgrades as they become available on the internet together with unlimited priority phone, email and web support to Certified Trained Personnel*. Additionally, an on-line training and refresher course will be available, once per year, to be completed at the discretion of the client administrator. Transfer of Remote Licenses can be completed, at no additional cost, upon request.  The Subscription and Support Program is an annual program and must be continuous for the duration of the program.  Renewal cannot be honored if there is a gap in the program unless program fees from previous years are paid. If not renewed, the user may elect a perpetual license which provides continued use of the software but does not include the right to software upgrades or priority phone support.

OnDemand Support Program

If the Subscription and Support Program is not extended after the first year, support will be limited to email and web materials.  Support will be provided only to Certified Trained Personnel*. The client will receive a "perpetual" license to use their current software version but will not be able to download upgrades as they are released.  If the client wishes to upgrade in the future, they will be required to purchase the software at the then current upgrade price.  Phone calls will be billed at the standard rate/hour. At the discretion of the IST support engineer, a phone call may be allowed at no charge. Transfer of remote licenses will be charged at $500/transfer.    

 

*Certified Trained Personnel

These individuals have attended a training session provided by an IST, Inc support engineer. If an individual would like to be certified, he/she may come to IST, Inc's training center in Chicago for the cost of support engineer time. Alternatively, the client may choose to have an IST, Inc support engineer come on-site for the training session for the cost of travel plus engineer time.

How do I know if my system is currently on a Support Program?

To determine if your system is currently on a Support program, please log-in to your website account at www.TheMotionMonitor.com and check the "Paid To" date under "My Product." If the date is in the future, the system is on an active Support program. All clients enrolled in a support program have access to software upgrades, available here. Please contact your Client Support Engineer if you are not on a Support program but have interest in rejoining. The latest software additions and improvements are listed here.

Support Status