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We care about your communication.
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Included with every product
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Your choice for an Imagicle product translates into a crucial investment for your Business. Still, your investment can be further optimized according to how your application is managed every day, in order to achieve its best performance for you to gain the results and services you need, the moment you need.
Imagicle has developed for you a complete technical support and maintenance program that will understand your need and will assist you in any situation.
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Protects your investment in our solutions thanks to ImagicleCare Basic technical support.
Basic services are provided for all our products for 12 or 36 months starting from the application registration (see terms in Free Period section), after which period renewal is possible to extend ImagicleCare Basic for additional 12 months.
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Full support
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A professional team ready to take your requests in 5 languages
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ImagicleCare basic program includes a number of services that guarantees full support
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Minor software update thanks to automatic Live update
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Telephone support +39 0584 943232 or Skype Imagicle
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Web support with knowledge base dedicated access
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Priority
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Impact on client
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Application status
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Critical
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Severe
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application/system is compromised. Consistent loss of service occurs.
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High
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Significant
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application/system runs discontinuously. Reduction of Services occurs.
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Medium
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Minor
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application/system runs with a moderate loss of services. Expedients allow to continue one’s work without prejudice
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Low
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Minimal/None
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application/system run without
or very little service impediment
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Imagiclecare Basic services offer a team of specialists supporting 5 languages (Italian, English, German, Franch and Spanish). In case of severe cases, our Research and Development team can take action directly.
Defined reaction priorities
ImagicleCare Basic services include priority definition based on how severe the issue is. The reaction time depends on the request priority and the work load of the Helpdesk department.
Imagicle will endeavour to satisfy the customer requirements although a minimum reaction time cannot be guaranteed. Generally speaking, critical issues are processed during the working day.
If you are looking for a more advanced support services, with determined nd guaranteed reaction time, you can subscribe to ImagicleCare Gold support program, available in 2 versions.
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Warrant and support on hardware products
All Imagicle hardware products are covered by a 12 month warranty.
Hardware products include technical support service provided by the ImagicleCare Basic plan. In case of fault during the warranty period, immediately contact the technical support department. After the fault is determined, the device return can be authorised for repair or replacement that will be carried out free of charge except for shipping costs that will be charged to the client. Should a found fault not be covered by warranty, we shall notify the repair costs to the client, before repairing the device.
This same procedures applies in case of expired warranty.
ImagicleCare Gold plan subscription does not modify above described warranty and support conditions covering hardware products.
Imagicle Care Plans comparison table
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Plans
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Basic 1
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Gold 1
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Gold 3
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Basic Pro
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Gold Pro
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Products
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All the Imagicle products excluded
Blue's Professional, Blue's Hotel Pro
Blue's One CTI TAPI, Blue's Voice Memory
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Blue's Professional
Blue's Hotel Pro
Blue's One CTI TAPI
Blue's Voice Memory
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Duration
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1 year
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1 year
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3 years
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3 years
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3 years
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Included with the purchase or the product (even in the case of upgrade or expansion)
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yes
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yes
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Price (VAT excluded)
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10% of the
product value, Minimum fee
250 € - 275 USD
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20% of the
product value,
Minimum fee
700 € - 850 USD
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40% of the
product value
(=13,3% per year),
Minimum fee
2,000 € - 2,500 USD
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250 €
275 USD
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500 €
675 USD
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Discounts for concurrent renewals of several products1
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2 products
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3 products
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4 products
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5 products
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6 products or more
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5 %
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10 %
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15 %
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20 %
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25 %
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1. The bundle, identified by a single price list code, are considered as single product.
Service Level Agreement ImagicleCare Basic
Imagicle shall provide Basic level services according to hereunder described priorities.
Imagicle will endeavour to satisfy the client requirements but does not offer a guaranteed reaction time.
Generally, critical tickets are processed within one working day.
ImagicleCare Gold subscribers have priority compared to Basic subscribers
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Priority
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Impact on client
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Application status
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Critical
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Severe
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application/system is compromised.
Consistent loss of service occurs.
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High
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Significant
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application/system runs discontinuously.
Reduction of Services occurs.
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Medium
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Minor
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application/system runs with a moderate loss of services. Expedients allow to continue one’s work without prejudice
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Low
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Minimal/None
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application/system run without or
very little service impediment.
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The maximum reaction time is calculated on the basis of our working time.
The service is active during our working hours: 8.30am - 12.30pm and 2pm - 6pm (CET/CEST), Monday to Friday, Bank and Italian National Holidays excluded as well as Company closing periods.
Imagicle guarantees an on-call service for critical issues to ImagicleCare Gold subscribers during our closing periods.
Warrant and support on hardware products
All Imagicle hardware products are covered by a 12 month warranty.
Hardware products include technical support service provided by the ImagicleCare Basic plan. In case of fault during the warranty period, immediately contact the technical support department. After the fault is determined, the device return can be authorised for repair or replacement that will be carried out free of charge except for shipping costs that will be charged to the client. Should a found fault not be covered by warranty, we shall notify the repair costs to the client, before repairing the device.
This same procedures applies in case of expired warranty.
ImagicleCare Gold plan subscription does not modify above described warranty and support conditions covering hardware products.
Support & Software Maintenance included
Every Imagicle product includes ImagicleCare Basic, software maintenance and best effort technical support service from a team of specialists ready to listen to you in 5 different languages (Italian, English, German, French and Spanish).
ImagicleCare Basic includes services granting a post-installation support for the first 12 or 36 months starting from the date of the first registration.
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Period included
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Product
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12 months
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all the Imagicle products excluded those listed below
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36 months
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Blue's Professional
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Blue's Hotel Pro
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Blue's One CTI TAPI
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Blue's Voice Memory
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After this initial free period, you need to subscribe a support plan for a continuous maintenance and support of our product.
If you are longing for a more advanced support service, with predetermined and guaranteed response time and complete upgrades to the minor and major future software releases, you can subscribe to ImagicleCare Gold support & maintenance program. Learn more...
Support for all trial versions
Imagicle support is also granted during the 30 day evaluation period for every application and includes all ImagicleCare Basic services.
Warrant and support on hardware products
All Imagicle hardware products are covered by a 12 month warranty.
Hardware products include technical support service provided by the ImagicleCare Basic plan. In case of fault during the warranty period, immediately contact the technical support department. After the fault is determined, the device return can be authorised for repair or replacement that will be carried out free of charge except for shipping costs that will be charged to the client. Should a found fault not be covered by warranty, we shall notify the repair costs to the client, before repairing the device. This same procedures applies in case of expired warranty.
ImagicleCare Gold plan subscription does not modify above described warranty and support conditions covering hardware products.
In the following tables you find all the items you may need: Standard Products, Product Bundles, Optional modules, Expansions and Upgrades.
In order to see the prices you need to be a registered reseller, distributor or Imagicle Partner.
Click here to enter your password or here to apply to became an Imagicle Partner.
You may consider to buy a special Product Bundle instead of a Standard Product to obtain a better solution at a dramatically convenient price.
You require an Expansion license in order to extend your standard license for example up to the number of extensions monitored with your accounting and billing software, or to expand the number of channels for you IP Fax server.
You require an Upgrade license in order to upgrade to the new version of your product. If your product is covered by an Imagicle Care Gold Plan the upgrades are free of charge for you.
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