CAE Healthcare Fidelis Lucina, User Manual

Page: 269 / 390

Care and Maintenance
241
System Software Upgrade Support
Customers with current support and maintenance plans are entitled to receive updates and upgrades
to applications software previously purchased. Installation of the system software is the user’s
responsibility.
The System Software Upgrade Support includes software upgrades for base software and purchased
optional learning modules.
NOTE: This does not apply for major upgrades or technological enhancements.
Time and Materials
For those systems not under a support and maintenance plan, service will be provided as required on a
Time and Materials basis:
The principal period of on-site support (customer’s local time) is:
• Monday through Friday, 8:00 AM to 5:00 PM (customer’s time zone)
• Holiday and non-business days excluded
• Support outside principal period is billed at the premium rate (hourly rate x 1.5)
A minimum of 48 hours notice is required for scheduling an on-site support call. Urgent on-site support
with less than 48 hours notice will be charged at the premium hourly rate.
On-site time is described as the time period commencing from arrival at customer site through
departure from customer site.
How to Contact Customer Service
For customer service, please contact CAE Healthcare.
CAE Healthcare Customer Service Headquarters - United States and Latin America
Monday - Friday from 7:00 a.m. to 6:00 p.m. ET
Toll Free: +1 (866) 462-7920
24-hour Hotline: +1 (941) 342-5605
Fax:
+1 (941) 342-5600
Email: customerservice@caehealthcare.com
Website: www.caehealthcare.com
CAE Healthcare Customer Service - Canada
Monday - Friday from 8:00 a.m. to 5:00 p.m. ET
Toll Free: +1 (877) 223-6273
Email: can.service@caehealthcare.com