The StarService(tm) program offers you comprehensive, flexible, and cost-effective support services to assure your success in the complex world of multimedia networking. With StarService, you can take advantage of Starlight Networks' extensive technical expertise and years of experience as the premier provider of multimedia networking products.
StarService reflects Starlight's goal of completely satisfied customers and our philosophy of providing a variety of options to our customers. You can choose the StarService plan that best meets your support requirements and business objectives-either the Standard, Priority, or Premium annual subscription.
All of the StarService support plans provide online services and telephone support during published hours with guaranteed response times to your calls. You can rest assured that someone from Starlight is available to help troubleshoot your problems or clarify instructions on product installation or usage. Starlight's escalation procedures provide quick problem resolution, and the software release notification and delivery services allow you to take rapid advantage of enhancements and improvements in Starlight's software products.
Priority and Premium support customers automatically receive Starlight's Technical Support Notices and can take advantage of online diagnostics through dial-in access to Starlight's support systems. And, if you have extensive support requirements, Starlight Networks offers dedicated technical account management with the Premium support plan.
In addition, if you require support beyond the current StarService offering, such as consulting services, 24 hour access to Starlight's support line, onsite technical assistance, or periodic technical briefings by Starlight, contact your Starlight Representative to negotiate a specialized, incremental support arrangement. Starlight will work with you to provide whatever it takes for your success.
| Benefit | Standard Plan | Priority Plan | Premium Plan |
|---|---|---|---|
| Electronic services | E-mail and fax access to Starlight customer support Access to online support bulletin boards and FTP server |
E-mail and fax access to Starlight customer
support Access to online support bulletin boards and FTP server |
E-mail and fax access to Starlight
customer support Access to online support bulletin boards and FTP server |
| Telephone support | 8:00 am ╨ 5:00 pm (PST) M-F, excluding Starlight holidays Guaranteed 4 hour response Up to 10 hours per month 1 authorized caller per software license |
6:30 am ╨ 5:30 pm (PST) M-F, excluding Starlight holidays Guaranteed 4 hour response Up to 20 hours per month 2 authorized callers per software license Calls prioritized over Standard Support calls |
6:30 am ╨ 5:30 pm (PST) M-F,
excluding Starlight holidays Guaranteed 2 hour response Up to 30 hours per month 3 authorized callers per software license Calls given first priority |
| Technical notices | None | Receipt of Starlight's periodic Technical Notices | Receipt of Starlight's periodic Technical Notices |
| Dial-in diagnostics | None | Dial-in diagnostics. Requires modem connected to customer's Starlight system Dial-in diagnostics. | Requires modem connected to customer's Starlight system |
| Software release notification and delivery | Notification of minor updates
and bug fixes; free delivery upon request Notification of major functionality upgrades; requires upgrade purchase |
Notification of minor updates and bug fixes; free delivery upon request Notification and delivery of major functionality upgrades for no additional upgrade fee |
Notification of minor updates and bug fixes; free
delivery upon request Notification and delivery of major functionality upgrades for no additional upgrade fee |
| Discount on training and annual support | 10% discount off next year's Standard Support plan | 10% discount on one technical training class at Starlight's headquarters during the support
subscription year 15% discount off next year's Priority Support plan |
10% discount on one technical training class at Starlight's headquarters during the support
subscription year 20% discount off next year's Premium Support plan |
| Technical account management | Published escalation procedures for quick problem resolution | Published escalation procedures for quick problem resolution | Published escalation procedures for quick problem resolution Dedicated Account Support Manager assigned |
For More Information, contact:
John Greene
Director of Customer Services
Starlight Networks, Inc.
(415) 528-6241