Welcome to XACT Product Support and Services

The purpose of this document is to provide guidelines to customers when they require XACT Product Support and Services. We've produced this document with the following objectives in mind:

• To introduce you to XACT Product Support and Services - "XSS"
• Provide information on XACT Engineering Services - "XES"
• Help you to effectively utilize XACT's Product and Engineering Support Services
• Explain how you can enhance your XACT Support package with additional services to meet your needs
  

XACT's Commitment

We recognise that having your business is a privilege and a responsibility. We plan to maintain that business by providing you with PCB registration and manufacturing solutions that are second to none.

XACT will provide you with the highest quality maintenance programme coupled with product support and services that match your needs. Our vision is to achieve a level of support excellence that exceeds your expectations by providing:

• Rapid response to your requests

• Ownership and timely problem resolution

• High quality fixes and information

• Up-to-date service and installation information.

• Access to Registration application specialists.

XACT Software Maintenance Programme - "XACT XSS"

XACT "XSS" is the name given to our enhanced level of software maintenance. XACT products are managed according to a Product Life Cycle program. This program includes planned and scheduled updates together with highly responsive bug fixes and product updates.

"XSS" is designed to provide comprehensive product support coupled with high quality technical expertise. "XSS" allows you to obtain assistance from XACT specialists for questions regarding the installation and operation of all our software products.

Customers receive the following core services and benefits

Software updates

"XSS" customers will benefit from always running the latest version/release of their particular level of product ensuring that they are utilising the latest technology available and benefiting from the newest features and enhancements. This includes

• New Releases
• Product Enhancements
• Bug Fixes and Patches
• Integration/Interface enhancement

Support and maintenance

• Software maintenance
• Up to 2 days per year on site support
  
• Help desk support
• Our support services provide customers with access to XACTs products specialists who provide advice, tips and suggestions
• General product usage advice
• Clarification of documentation
• Bug identification and escalation
• Logging of enhancement suggestions
• Upgrade configuration questions
• Registration applications and engineering support for problem analysis and resolution
• Identification and, if necessary, referral towards other XACT products and services

XACT Data Management Services

The unique predictive capabilities of XACTs Gemini-X product are enhanced by continuing to populate its database and libraries. XACT manages and filters the global data collection of its users and issues controlled updates as part of its maintenance support activities. This includes:

• Updated material supplier specifications
• Cores/prepregs/resin systems and glass types
• Updated prediction bases for new and additional material configurations

Additional benefits

• Ability to migrate from their current level of product to a higher level of product (e.g. Gemini-X Linear to NonLinear) for the list price difference between the two products
• A 20% discount on XACTs training, engineering and consultancy services. These include:
  • Product customisation
  • Product and system integration
  • Specific (custom) interface requirements
• Registration application best practice
• Access to user groups
• Participation in pre-release software evaluations