Hal's Software offers a variety of technical support packages for all of its products. These packages are designed to serve two needs:

• Save time for those involved in the development or deployment of systems utilizing our products.
• Provide assistance with problems or unexpected situations which may arise regarding our products.

As our products are designed to be deployable in enterprise-level environments, it is very important to us to identify and fix any problems in our code as quickly as possible. Accordingly, Hal's Software encourages and accepts reports of "bugs" or other problems from anyone, regardless of support status. Cases for unsupported users have lower priority than cases for our paying customers, but we are interested in such reports from any source.

If none of these packages meet your needs, please contact us. We can offer a customized support package designed around the specific needs and desires of your organization.

Basic Development Support

For companies developing a product or service which utilizes our products.

• We will respond to a reasonable number of general questions or inquiries, but we do not guarantee to respond in any particular time-frame.
• Support requests are submitted using e-mail or our online ticket system.
• Your questions and concerns receive a higher priority than those without support contracts.

Entry-Level Support

For companies who have deployed non-critical products or services which utilize our products.

• We will respond to four separate incident support requests per quarter.
• Hal's Software will use reasonable efforts to respond to support requests within one business day.
• Support requests are submitted using e-mail or our online ticket system.
• Your questions and concerns receive a higher priority than those without support contracts.

Secondary-Level Support

For companies who have deployed large-scale non-critical products or services which utilize our products.

• We will respond to eight separate incident support requests per quarter.
• Hal's Software will use reasonable efforts to respond to support requests within one business day.
• Support requests are submitted using e-mail or our online ticket system.
• Your questions and concerns receive a higher priority than those without support contracts.

Primary-Level Support

For companies who have deployed products or services which utilize our products of critical importance during normal business hours.

• We will respond to sixteen separate incident support requests per quarter.
• Hal's Software will use reasonable efforts to respond to non-emergency support requests within one business day.
• Hal's Software will use reasonable efforts to respond to emergency support requests within four hours. Requests received outside of the designated hours will be responded to at the beginning of the next business day.
• Non-emergency support requests are submitted using e-mail or our online ticket system.
• Emergency support requests are submitted to our web-to-pager gateway 9 AM to 8 PM US Eastern Time, Monday though Friday.
• Your questions and concerns receive a higher priority than those without support contracts.

Premium-Level Support

For companies who have deployed products or services which utilize our products of critical importance at all times.

• We will respond to 32 separate incident support requests per quarter.
• Hal's Software will use reasonable efforts to respond to non-emergency support requests within one business day.
• Hal's Software will use reasonable efforts to respond to emergency support requests within four hours.
• Non-emergency support requests are submitted using e-mail or our online ticket system.
• Emergency support requests are submitted to our web-to-pager gateway 24 hours per day, 7 days per week.
• Your questions and concerns receive a higher priority than those without support contracts.

Installation Support

For companies who need help with the initial installation of our products.

• We will assist you in installing and/or install our software on your systems.
• Includes up to six hours or installation work and installation-based troubleshooting.

Pricing varies on a product-by-product basis, please contact us for details.

Discounts are available to academic institutions and, of course, our testing partners.