Small Tree Support

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Small Tree Support Options

	Standard	Basic	Basic Extended ⁽¹⁾	Advanced	Advanced Extended ⁽¹⁾
Price
Year One	Included	5%	18%	10%	25%
Two Years	N/A	13%	N/A	22%	N/A
Three Years	N/A	19%	N/A	31%	N/A
Years Two & Three	N/A	10%	N/A	15%	N/A
Support Incidents ¹	One Standard Incident ²	Two Standard Incidents	Two Standard Incidents	Unlimited	Unlimited
Hardware Replacement	Return to Factory	Return to Factory	Return to Factory	Advanced Replacement	Advanced Replacement
Shipping	UPS Ground	UPS 3 Day Select	UPS 3 Day Select	UPS Next Day Air	UPS Next Day Air
Return shipping costs incurred by	Customer	Customer	Customer	Small Tree	Small Tree
Support Hours ³	9am - 5pm	9am - 5pm	9am - 5pm	7am - 7pm	7am - 7pm
Incidents
Standard	$300	N/A	N/A	N/A	N/A
Extended	$450	$300	$300	$150	$150
Excess Hours per incident
Standard	$125	N/A	N/A	N/A	N/A
Extended	$200	$150	$150	$100	$100
Severity 1	8 hours	8 hours	8 hours	4 hours	4 hours
Severity 2	Up to 48 hours	Up to 48 hours	Up to 48 hours	Up to 8 hours	Up to 8 hours
Severity 3	Up to 48 hours	Up to 48 hours	Up to 48 hours	Next Business Day	Next Business Day
Severity 4	Up to 96 hours	Up to 96 hours	Up to 96 hours	Up to 48 hours	Up to 48 hours

Severity 1

Your production use of the supported programs is stopped or so severely impacted that you cannot reasonably continue work. You experience a complete loss of service.

The operation is mission critical to the business and the situation is an emergency. A Severity 1 service request has one or more of the following characteristics:

Data Corrupted
A Critical Documented Function is Not Available
System Hangs Indefinitely, Causing Unacceptable or Indefinite Delays for Resources or Response
System Cashes, and Crashes Repeatedly After Restart Attempts

Severity 2

You experience a severe loss of service. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.

Severity 3

You experience a minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality

Severity 4

You request information, an enhancement, or documentation clarification regarding your software but there is no impact on the operation of the software.

You experience no loss of service. The result does not impede the operation of a system.

Contact Support

By Email	support@small-tree.com
By Phone
For US Callers	866-STC-4MAC (866)-782-4622 Option 2
For Callers From Outside the US	+1 651-209-6509 Option 2

(1) Extended Support provides 12 months of support for equipment that is more than 36 months old
(2) Incident includes up to 3 hours of Small Tree Technical Support
(3) Initial set up support is provided within 60 days of delivery date
(4) Central Time Zone - Daylight savings time is observed from the second Sunday in March through the first Sunday in November