FROM: Dynamic Solutions Group President, Brent Lothrop
TO: Our Valued DSGI Customers
RE: An important message about Open Text changes that will impact your RightFax, Alchemy & Workflow systems and support.
*This message may look familiar to you, as we posted this information in June. We want to make sure you are aware of these changes and how they affect you.
Acquisitions generally bring change, and as Open Text continues to integrate RightFax products and support plans into their offerings, we will no doubt have more news to share.
The majority of the following changes took effect on July 1, 2009, so please review carefully. We are happy to answer any questions you may have. Do not hesitate at anytime to contact us.
Thank you for your continued business and partnership!
1) Open Text Discontinued "Maintenance Only" Support Plans on July 1, 2009 - The popular "Software Version Maintenance Only" program, which traditionally has been bundled with Dynamic Solutions Group (DSGI) Silver / Gold / 24x7 Technical Support offerings is being discountinued by Open Text. In lieu of the Maintenance Only plans, Open Text has invited a very short list of elite RightFax partners to participate in a new "Authorized Support Provider" program. We are pleased that DSGI has been selected to participate in this program.
2) Open Text "Premium" Support Plans Transition to "Standard" Support Plans on July 1, 2009 - Open Text Standard Support Plan (Standard Business Hours) will be increasing from 18% to 20% of your system MSLP. The DSGI Silver/Gold/24x7 support plan minimums are also going up to reflect this increase. The minimum for most server configurations will also increase slightly. The Open Text Standard Support Plan offering will be limited to Monday - Friday hours, 8:30 AM - 8:00 PM EST. Coverage under this plan will no longer include Saturday hours.
3) Open Text "24x7" Plans Transitioned to "24x7 Extended" Support Plans on July 1, 2009 - The Open Text 24x7 Extended Support Plan (7x24) will cost an additional 3% of your system MSLP, with an increased minimum as well. The Open Text 24x7 Extended Support team will ONLY respond to Critical Severity 1 Issues that result in system down or severe performance degradation. Customers are encouraged when they renew their support to change over to DSGI 24x7 Support to ensure the highest level of service.
4) Open Text Discontinued Multi-Year (3 & 5 year) Discounts on July 1, 2009 - Customers will still be allowed to advance purchase multiple years of support in a single Purchase Order for future price protection, but the discounts associated with these purchases will no longer be available. Note that payment for the entire support period is required when ordering multiple years of support and annual billing is not available for any Captaris portions of support plans.
5) Open Text Discontinues Single Incident Support on August 1, 2009 - Customers must have an active Open Text Support Plan in place to receive Technical Support or access Software, Software Maintenance Patches, Documentation and Knowledgebase. No Single Incident Support offerings will be available and no exceptions will be made.
6) Open Text "Incremental Support" Policy Changed on May 1, 2009 - When new system components are purchased for an existing covered system, a full year of Incremental Support will be charged with those components. When the time for Support Plan Renewal arrives, the unused portion of the Incremental Support will be prorated and its value credited toward the Renewal.
7) Open Text "Upgrade Now" Promotion Expires on September 15, 2009 - The Upgrade Now program, which currently allows customers to return to an active Support Plan at a slight discount after being expired, will be discontinued after September 15, 2009.
8) Open Text "Expired Support" Policy - Product upgrades, new product component purchases (such as channel license expansions and modules) and support plan renewals will only be available to customers with current support contracts. Before any new software, licensing or support plans can be purchased; customers with Expired Support Plans will be forced to pay the full backdated costs of all lapsed support plus 3% surcharge of the MSLP of the plan for each month that the plans has been lapsed. Only then can a customer be reinstated for support and purchase new components.
9) Open Text Fax Server, RightFax Edition 9.0 will Enter End of Life Status on October 1, 2009* - Open Text will no longer accept new support incidents related to version 9.0, except for those that relate to migration to the current version of Open Text Fax Server, RightFax Edition. In addition, no further maintenance, including service releases and hot fixes will be issued. *Open Text recently extended the End of Life date.
You may be asking, "What does all of this mean to me?"
Current Open Text Support Plan Holders - If your system is currently covered by a Captaris / Open Text RightFax Support Plan, all current support plans, terms and response levels will be honored through the end of your current maintenance and support plan effective date. Customers who have these support plans will continue to receive the benefits and entitlements of their plan until the expiration date of the plan. At plan expiration date, customers who currently are supported by Dynamic Solutions Group Silver / Gold / 24x7 will simply renew with the existing plans. If you are supported by Captaris / Open Text Premium Annual Support or 24x7 Support, we encourage you to convert over to DSGI Silver / Gold / 24x7 support. New sales and renewals of old plans and purchasing options were discontinued effective Open Text's close of business June 30, 2009.
Current Dynamic Solutions Group Support Plan Holders - If your system is currently covered by DSGI Silver / Gold / 24x7 support, all current support plans, terms and response levels will be honored through the end of your current maintenance and support plan expiration date. New sales and renewals of old plans and purchasing options were discontinued effective Open Text's close of business June 30, 2009.
Expired Support Plan Holders - If your system is still in use and is not covered by support: Beware! This can add up quickly. Customers without support coverage are strongly encouraged to use the Upgrade Now Promotion to upgrade prior to September 15, 2009. If this is not done, you will not be able to purchase additional system upgrades or components, and the penalty costs for future reinstatement will be cost prohibitive relative to having a current support plan. Don't let this happen to your system and investment!
Brent Lothrop
blothrop@dsgi.net
952-224-3340 x 201
Dynamic Solutions Group, Inc.
http://www.dsgi.net
An Open Text (formerly Captaris) Platinum Partner
Open Text Authorized Support Provider
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