Remote Desktop Software You Can Own:

Remote Access Software & Hardware Maintenance

Bomgar™ offers remote desktop access customers an annual maintenance plan that covers support, setup, and remote access software upgrades, as well as Bomgar Box™ repairs.

With Bomgar's Maintenance program, you can count on effective support and the latest upgrades to your remote access appliance. You must purchase the first year of Maintenance with your initial purchase. Subsequent years of Maintenance can be paid at the anniversary date of initial purchase. All products purchased must be under the same maintenance plan.

A Maintenance plan is required in order to receive upgrades and support. Without a Maintenance plan, new product versions must be purchased at full list price. If Maintenance is purchased, it must be purchased for all products. Maintenance cannot be purchased for some products and not for others.

Maintenance Plan Coverage:

Bomgar's™ annual maintenance plan covers support, setup, upgrades, and a hardware warranty for perpetual remote access licenses. This maintenance plan includes:

Technical Support

Bomgar™ is committed to providing our customers with world-class remote technical support. Our experienced technical support representatives are ready to provide you with quick, thorough answers and solutions. In addition to our experienced personnel, you will also have access to the latest online and print documentation and our web-based support resources.

Product Updates

Bomgar™ is continually seeking to improve the performance and usability of our remote access products. It is our commitment to provide you with product enhancements as often as they are implemented so that you realize maximum benefit from our remote access software.

Backup Access Service

Bomgar™ understands the importance of its cross-platform remote desktop software solutions in the day-to-day operation of your business. In the event of hardware failure, Bomgar™ will provide you with a backup remote access environment via our hosted service so that your business continues to run as seamlessly as possible.

Maintenance Plan Frequently Asked Questions:

When will Maintenance be billed?

Maintenance is required with your initial purchase and will be billed on the first day of the month following the anniversary date of your initial purchase.

What if I purchase additional licenses during the period covered by Maintenance?

Subsequent software and hardware purchases within the period covered under maintenance will have a prorated maintenance amount.

Is Maintenance included in my purchase?

The first year of Maintenance for Perpetual remote access software licenses must be purchased separately from your initial purchase. After a year, you can purchase an additional year or years of Maintenance to ensure that your hardware is covered against failure.

Can I purchase Maintenance for part of my purchase but not the other?

No. If you elect to continue Maintenance coverage after the first year and receive technical support and remote desktop software upgrades, then Maintenance must be purchased for your entire purchase.

What is not covered by Maintenance?

• Repairs from a third party not authorized by Bomgar™
• Unauthorized use not permitted in the EULA
• Failure to follow the instruction manual included with the appliance
• Bomgar Boxes that have been tampered with or opened
• External problems not associated with the hardware (abuse, misuse, electrical)
• Evaluation Bomgar Box™

MAINTENANCE SERVICES

A. Defined Terms. Unless otherwise defined herein, defined terms shall have the meaning in the applicable Bomgar Software End User License Agreement.

B. Scope of Maintenance Services. Unless otherwise provided in a Customer Services Plan between Licensor and Customer, the Maintenance Services will include the following: (i) access to the current online and print Documentation; (ii) on a periodic basis, Licensor may provide available Upgrades to the Software as they are available; (iii) Licensor shall maintain telephone number(s) which designated employees of Customer may use to obtain information regarding the operation of the Software and/or Hardware during times specified by Licensor which are currently 8:00 a.m. - 5:00 p.m. C.S.T.; (iv) Licensor shall correct errors in the Software, and/or repair or replace (as Licensor determines in its discretion) defective Hardware unless it is determined that one of the following events has occurred; (A) Customer fails to provide written notice to Licensor within twenty (20) days of any defect in the Software and/or Hardware, as applicable; (B) Customer modifies or attempts to modify the Software and/or Hardware, as applicable; or (C) the Software and/or Hardware is operated under improper or unsafe environmental conditions or subjected to improper use, including, but not limited to, use by untrained operators. Any repairs or corrections for difficulties or defects necessitated and traceable to Customer's errors or Software or Hardware changes by Customer, including but not limited to the above, shall not be included as Maintenance Services, but rather shall be billed to Customer at Licensor's normal hourly rate then existing for such services. In the event of a Hardware failure not excluded under this section, Licensor may make available to Customer a temporary access license to Licensor's hosted Software service for purposes continuity while Customer's Hardware is being repaired or replaced.

C. Limitations. Maintenance Services do not include onsite service visits by Licensor at Customer's location. Licensor may perform services other than the Maintenance Service(s) as requested and approved by Customer. In exchange for such additional services, Customer agrees to pay Licensor its normal hourly rates then existing for such services. In addition to the hourly rates, Customer shall reimburse Licensor for shipping, travel, living, and out-of-pocket expenses reasonably incurred in conjunction with the rendering of additional services hereunder.

Bomgar Corporation reserves the right to alter, modify, revise, and/or update this link and/or the scope of maintenance services in its discretion.