Support Plans

For any enterprise solution, access to the latest software and quality technical support are critical components of the overall product. Good Support, provided directly from the software manufacturer, ensures rapid answers to product and service questions, as well as prompt delivery of product upgrades via access to Good's download site. Plus, you get a single point of contact to help diagnose and troubleshoot a wide range of handheld, platform and carrier technologies.

These flexible offerings are designed to cater to an enterprise's needs and budget. By leveraging the benefits of the Good Support Plans, enterprise IT organizations can provide the best service to their end-users while maintaining the overall solution's cost-effectiveness.

Basic Business Hours Plan:

8am-5pm Monday through Friday live phone and e-mail support
Phone and e-mail support in English
24/7 Good knowledge base access
Automatic software upgrade notification
Two designated customer contacts for direct support requests

Extended 24/7 Plan:

24/7 live phone and e-mail support
Phone and e-mail support in English
24/7 Good knowledge base access
Automatic software upgrade notification
Four designated customer contacts for direct support requests

Extended Plus Plan:

24/7 live phone and e-mail support
Phone and e-mail support in English
24/7 Good knowledge base access
Automatic software upgrade notification
Six designated customer contacts for direct support requests
Priority queuing of calls and e-mails
Proactive 24/7 server monitoring

Premium Plan:

24/7 live phone and e-mail support
Phone and e-mail support in English
24/7 Good knowledge base access
Automatic software upgrade notification
Eight designated customer contacts for direct support requests
Priority queuing of calls and e-mails
Proactive 24/7 server monitoring
Designated technical account manager
Early access to Good software releases

Contact a Good Wireless Specialist to inquire about Good Support >

Good Technology support plans include technical support for the Good Mobile Messaging client, server and network. Support plans do not include technical support for device, carrier or messaging server specific issues. Additionally, technical support for Good Mobile Messaging on Registered devices is limited to providing answers to common usage questions, workarounds for known issues, and 1st level troubleshooting only.

All plans are typically priced on an annual basis. These Services are intended to assist Customer in the installation, implementation and use of the Software and will facilitate the identification, diagnosis, and correction of any failure of the Software to substantially conform to its applicable specifications. Customer will ensure that only its "Designated Contacts" contact Good Technology, and we will provide support for Customer only to and through Customer's Designated Contacts, provided that Customer may replace any of its Designated Contacts by written notice to Good Technology. Good Technology will not be obligated to provide support for errors or other problems in the operation or performance of the Software that are excluded under Section 2.3 of Good's Support and Maintenance Terms. Subject to the Agreement, these Services will commence as specified in the Order Form and continue through the applicable plan year. Either party may terminate the plan upon written notice if the other party materially breaches this Agreement and fails to correct the breach within thirty days following written notice specifying the breach. Either party may terminate the plan without cause effective at any time upon thirty days prior written notice to the other party, provided that, if Good Technology so terminates without cause during a plan year for which Customer has prepaid the fee, then Good Technology shall refund to Customer a pro rata portion of the fee for the unused portion of that plan year. Upon termination or expiration of the plan: (i) Customer and its users will cease all use of and access to the support; and (ii) each party will return and make no further use of the other party's confidential information and any materials belonging to the other party. The plan will continue from year to year subject to mutually acceptable price adjustments, unless Good Technology does not bill for the next plan year or Customer fails to pay for the next plan year within thirty days after invoicing. A PLAN IS NOT A WARRANTY.