Apteryx Product Support Types

Support Types:
License Types:

Product Support

Fully Supported - Customer has a signed agreement for Apteryx and is a paying customer. Support team provides full support for the software. Engineering can work Defects, Feature Requests, and Critical Defects.

Reseller Tier 1 Support - Reseller is providing Tier 1 Support. Reseller Support owns ticket on behalf of customer and provides updates to customers directly. PDDS Support works with Portal Reseller Support to resolve, unless otherwise directed by the Reseller. This is done so that the Reseller Support team can own/manage their relationship with our mutual customer and learn from us as they go, providing a scalable support solution for PDDS, the Portal Reseller/DSO, and the end-user’s practice effectively. Not all Resellers managing Tier 1 support have a true support team, and may simply be submitting tickets to us. See Apteryx Resellers Support Guide for reseller-specific details.

Limited Support - Support team provides best-effort support for the software. Engineering cannot resolve Defects or Feature Requests. Engineering may be able to provide support for critical defects (Windows OS update breaks something for all users). Customer must have active Apteryx or DataGrabber support contract to receive support.
ref: https://planetdds.atlassian.net/wiki/x/MICIzQ

Transitional Support - Support team provides best-effort support for the software, but only while the customer has signed an agreement to upgrade to Apteryx and the customer is on track to upgrade. Cancellations or unresponsive implementations void support status until responsive to implementations.
ref: https://planetdds.atlassian.net/wiki/x/MICIzQ

License Support

Token Support - Token conversion + provide token ZD article to cover EULA. Customer does not need active Apteryx or DataGrabber contract to receive Token Support, but would to support the product itself. See also:
https://planetdds.atlassian.net/wiki/x/iwCU7g
"Out of Tokens" Error – Apteryx (planetdds.com) - Useful for when customers constantly get token errors
Apteryx Software Token License Registration – Apteryx (planetdds.com) - Created with the intention of providing it to any Token customer to close the loop on satisfying our EULA.

Legacy License Resets - Token conversion not an option or significantly larger lift than a license reset. This should only be performed with approval from a Senior Technician or Supervisor, or if the customer is specifically listed in the Non-Standard Customer Support Guide or if the reseller requesting it is listed as allowing license resets in the Apteryx Resellers Support Guide. Temporary workarounds or solutions should be provided using a One-time Trial Extension. This should be a last resort as it delays our ability to permanently sunset the legacy registration server.
ref: https://planetdds.atlassian.net/wiki/x/MICIzQ

One-time Trial Extension - Legacy product can only be provided with a 30-day trial extension. Token licenses cannot be provided. Trial only covers up to 3 PCs total regardless of how many licenses they previously purchased. For legacy customers not on track to upgrade to Apteryx, the expectation is that the customer will export their data using our self-help instructions so they can migrate to another solution. For legacy customers not upgrading to Apteryx, we should limit the amount of times we extend trials to 1 or 2 max.

No Support - Software not at all supported.

• Support for customers in provinces of Quebec/Alberta, Canada - No support due to legal issues in Quebec/Alberta. Token conversions and 1 time trial extensions are allowed. Trial extensions should only be provided with instructions and expectation that customer will export their data for use in another imaging application supported in their province of Canada. Better summary/description of the issue is below.
  
  We host all of Apteryx data/servers in Azure US. Canada's equivalent of HIPAA/HITECH (called PIPEDA) allows for Canadian PHI to be transferred outside of Canada as long as it's protected with the same standards as if it were in Canada. That said, every province can set their own additional data residency requirements, and as far as we know - QC and AB don't allow data exfiltration out of the province.
  

• Support for Veterinary Clinics - No support due to conflicting with road map scope for US and Canadian dental market. Apteryx and Apteryx Online Capture do not have support for Veterinary Clinics and animal/pet dentitions built in.
  

• Support for offices outside of US and Canada(including Jamaica) - Currently Apteryx and Apteryx Online Capture are only being developed for the target market of US and Canada, with the previously mentioned exceptions. Apteryx should be geo-locked to only working in the US and Canada. Better summary/description of the issue below.
  
  Apteryx is an FDA Certified Medical Device in the US, so we can sell it here. Health Canada (the Canadian "FDA") is the only other governing body that also recognizes that FDA Certification. Other countries have their own certification process, and we are not pursuing those certifications at this time.