Software Warranty and Updates
Software Maintenance Service (SMS)
The Software Maintenance Service provides customers with access to continued releases of Occam OS software after the initial Software Warranty has expired. This service includes Web-based distribution of software releases and is a cost-effective way to maintain Occam software at the most current release levels. An annual fee for the service grants you access to any and all software releases that may occur during the year, including major releases and maintenance fixes.
Occam will proactively inform you when new software releases are available and the TAC will provide 7x24 support during your upgrades at no additional charge. Software releases are provided for download from an Occam-designated download site. A master set or an upgrade package of documentation is provided via download for each major release, which ensures that your network operations center personnel will have up-to-date documentation.
As an additional benefit of your SMS contract, Occam TAC offers remote upgrade support. We understand that upgrades are often conducted in maintenance windows and must be completed as quickly as possible. Having a Customer Support Engineer (CSE) on the phone with you while the upgrading is being done provides peace of mind as well as immediate response to any questions or concerns that may arise. The CSE will also work with your technicians during business hours before the upgrade to ensure that as much preparation work as possible is done ahead of time.
By paying an annual fee for software releases, you can plan and lock down your software maintenance budget. You will have access to all new releases for the duration of the contract, regardless of the number of releases and features that may occur during the contract period.
SMS support deliverables
| Type of Service | SMS Support Deliverables |
| Software maintenance fixes | Included |
| Software feature releases | Included |
| Upgrade migration support | Included 24/7 by request |
| Cost of service | Annual fee - based upon product configuration |