©2019 CAE 905K560252 v1.0
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Healthcare Assurance Programs
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.
System Software Support
NOTE:
This does not apply for major upgrades, technological enhancements, or learning module updates.
Periodic system updates for Maestro are available at: https://caehealthcare.com/support/software-
updates.
You can download software updates from any Windows computer with an Internet connection.