Pixel IT

Support

Pixel IT believes it's success and growth lies in the loyalty and retention of its customers and resellers, that is why we place a lot of emphasis on providing the best technical support and account management possible to back up our leading software solutions. You can expect to get the same level of service and attention during the post and pre sales experience.

As a first step in resolving any technical issue with your product, it may have already been resolved in the latest version. We recommend that you update your software to the latest build and if the issue still exists then contact us about it.

Remote Support

Maintenance Agreement	Customers using out of date software*	Customers with complimentary limited manufacturers maintenance / latest version**	Customers with paid annual maintenance / support agreement
Installation Support		for period of complimentary maintenance
E-mail Submission	LIMITED	for period of complimentary maintenance
Telephone Access		for period of complimentary maintenance
Software Updates	No. Payable via upgrade fee within upgrade period	for period of complimentary maintenance
Pixel IT Access Hours (excluding Victorian Public holidays) (9am - 5pm local time)		8 X 5	8 X 5
Total Protection Access Hours Pixel IT and Manufacturer Access Hours 24 X 7	Manufacturers Discretion	24 X 7 X 5	24 X 7 X 5

Other Services

Online Training	Pixel IT provides onsite and webinar training for any customers that have been supplied with this arrangement. Limited to the security solutions (Sanctuary and TrustDefender at this stage) as they are the more complex solutions that require the training.
Implementation Assistance	Pixel IT provides onsite product implementation assistance. Learn how to properly install and configure your permissions, etc.
Product Warranty
Software	Pixel IT's software ships with a 30 to 90 day software warranty dependant on the individual manufacturer policies. This warranty assures the software is free from defects and will perform in accordance with its documentation.
Other Services
Service Requests	Customers can make a service request by free calling 1800 674 935 or by email at support@pixel.com.au
Notifications and Advisories	Pixel IT in partnership with our manufacturers provide annual maintenance notifications, reminders about new releases, alerts, patches and rules updates via email and phone on occasion.

NOTES:
Warranty and Support Agreements commence upon shipment.
To order support services for your Pixel IT products, contact your Pixel IT Account Manager or free call 1800 674 935
*Our motto is to ensure customer satisfaction but unfortunately as new software versions are released the knowledge and technology of the older software becomes redundant.
**Manufacturers complimentary maintenance cover varies. Please check the information enclosed in the media for specific details.