

Why
are you offereing this support plan?
We continue to listen to our customers
and EVERY customer has expressed to us the pain
they face in having an on-going fee requirement.
We believe that it is our responsibility to provide
you with software that performs as advertised
and you should not have to pay extra to get it
after the sale.
What
is the cost of the Crispin 4 Life support plan?
It’s free. Under the new support policy,
customers will be eligible for up to seven years
of technical support for their Crispin solution
upon completion of their initial installation.
You must be a current (up-to-date) support customer
to be eligible for this policy.
What
does it cover?
Crispin 4 Life covers all Crispin software
products for seven years at its initial location
of installation.
What
doesn’t it cover?
This new policy will not cover any
elective changes a customer makes to their system
(e.g., new traffic system) nor does it extend
to hardware. In order to facilitate lower costs
for PEG customers, the Crispin COMMUNITY package
is NOT ELIGIBLE for this program.
What’s
your hardware warranty?
Hardware is still covered under our
standard three year warranty. The three year warranty
covers equipment failure for all Crispin manufactured
equipment.
What
happens if my equipment fails after three years?
Crispin customers can choose to purchase
a hardware replacement policy at the time of the
original purchase. Upon completion of the three
year term, Crispin will replace any equipment
(exclusive of options) no longer covered by the
hardware warranty for a basic swap out fee per
workstation.
What
happens to my support plan after 7 years?
We are offering seven years of support
from the date of activation for the initial installation.
We chose that time period based on the observed
times of replacement cycles among our customers.
Most customers replace equipment and software
on cycles of less than seven years, so we thought
that time period was fair and reasonable. We are
constantly developing new ways to service this
on-going commitment.
The other question that comes into play here is
whether a previous version of software is still
being supported by Crispin. As you probably know,
software companies do not support software versions
indefinitely. Accordingly, it might be that a
particular software module would no longer be
supported once the seven year period has expired.
It is our intention to consider any request for
support past seven years individually. We will
provide options and you will be able to select
the plan that will best fit your service and support
needs.
Will
this plan entitle me to new upgrades?
This plan will not include any upgrades
which qualify as new products or which add significant
new functionality to existing products. Crispin
will provide maintenance releases as necessary,
during the 7-year period.
Does
the Crispin 4Life support plan include revised
device drivers as well?
Industry standard drivers as defined
by Crispin are included as are fixes to these
drivers.
Does
the Crispin 4Life support plan include NEW device
drivers?
Crispin has never charged a device
interface fee. However, this would be an elective
change that requires new implementation support.
The cost of this has been $600 under most circumstances.
Does
the Crispin 4Life support plan include traffic
file revisions?
Because these are elective changes,
traffic file revisions are not included in the
new plan.
What
would traffic rules conversion files cost me?
The cost of this has been $150 - $600
under most circumstances.
What
will be the estimates for future work?
We can provide a cost estimate on any
work you may need, provided we have a clear definition
of your requirements.
How
do I find out more information on theCrispin 4Life
support plan?
Please contact:
Kelli Smith at 919-433-9522 or via email at :
kelli@crispincorp.com.

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