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Support Frequently Asked Questions

 

Our support plan is intended for those customers who need 24 hour access to technical support to ensure the highest-level service in case of complete system outages. A support account manager is assigned to each account to assist with all service needs.

  
   
What is included in the Maintenance Agreement?  
For a copy of the T5 Maintenance Agreement, please contact Classified Information's Customer Care at 1-866-8-TEMPLAR or customercare@templarsoftware.com.  
   
Is Training included in this plan?  
Training is not included in Classified Information, Inc maintenance plans. There are, however, discounts toward the purchase price of training (see plan details). While we understand and appreciate that this is a point of concern with some customers, offering Training as a complimentary service is not a viable business model for Classified Information, Inc. With our maintenance offerings, we have taken considerable steps to ensure that the pricing and services provided are within industry standards and we will continue to work hard to provide that high-value service to our customers every day.  
   
When will customers be notified that they have to renew Maintenance?  
Approximately 90 days prior to maintenance expiration, each customer will receive a pre-renewal letter or quote with information about the current plans. Approximately 30 days prior to expiration, customers will receive an invoice for the new chosen plan, if changed, or an invoice to renew current plan.    
   
Can I choose the services, or customize my Maintenance Plan?  
No. Classified Information, Inc does not offer a la carte or time and materials support. The plans may not be unbundled.  
   
Is the Maintenace Plan available globally?  
Yes. This Maintenance Plan is our global standard.  
   
Are Upgrades included with my Maintenance Plan?  
Upgrades are provided "in-version" only (i.e., Upgrading from T5 to T5.1) as part of the Maintenance Agreement. "Out-of-version" upgrades (i.e., from Templar 4.x to T5) are considered "migrations" and are not covered by the Maintenance Agreement.