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Extend the value of your investment
in Imagicle solutions
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ImagicleCare Gold: your business
without worries
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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.
Besides ImagicleCare Basic technical support, included with every product for a period of one year, Imagicle has developed for you ImagicleCare Gold.
ImagicleCare Gold is a complete technical support and maintenance program that will understand your need and will assist you in any situation.
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Plans
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Gold 1
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Gold 3
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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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3 years
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3 years
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Price
(VAT excluded)
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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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500 €
675 USD
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If you wish to take advantage of an extra advanced support service for your product, with scheduled and certain response time, you can subscribe to ImagicleCare Gold support program, available in 2 versions.
ImagicleCare Gold services include:
- Response within 60 minutes for severe cases
- Predetermined service levels with scheduled response time
- Minor Software update thanks to automatic Liveupdates
- Major Software update with installation support
- Via Telephone or Skype support
- Via E-Mail support
- Web support with dedicated access to the knowledge base
- Customer portal
- Remote support
Our support Team is ready to help you to maintain your application so that you can sit back and relax, reserving your time for your business.
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A program for any need
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Different support channels, same service level
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ImagicleCare Gold is available in 2 versions (Gold 1, Gold 3), according to the duration of the contract.
Ticket means the forwarded support request concerning a single issue, defined by the reasonable intervention required to solve the issue.
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Imagicle support services can be provided through different channels according to the customer needs and the issue:
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Software maintenance, your software always up to date
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Dedicated customer portal
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ImagicleCare Gold support service includes Minor Software Update, with Live Update automatic process, and Major Software Update (only Unlimited versions) with installation support.
Always keep your software up to date with the latest available release, including all the newly developed features.
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You can directly access our database and monitor your ticket status in real time, in order get the right answer at the right time, thus preventing misunderstandings.
Furthermore you can view the history of your support requests and find out at any time how many requests are still available and for how long.
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| Remote Support for severe cases |
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All in 5 languages |
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In case of complex issues, our support Team can remotely take over the control of your system. Thanks to a secure and modern technology, we can temporarily take control over your PC to perform an effective and timely troubleshooting.
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Our support services are available in Italian, English, German, French and Spanish..
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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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-
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-
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yes
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-
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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 Gold
Imagicle shall provide Gold level services according to hereunder described priorities.
ImagicleCare Gold subscribers have priority compared to Basic subscribers.
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Priority
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Impact
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Application status
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Maximum forecasted reaction
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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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< 60 minutes
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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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< 2 working hours
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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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< 4 working hours
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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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< 8 working hours
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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 Saturday (included), 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.
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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