Unified Workflow Support Plan Descriptions
| SUPPORT PLAN | PREMIER | PLUS* | REMOTE | |
|---|---|---|---|---|
| PRODUCT APPLICATION | ||||
| ONLINE SUPPORT (CUSTOMER.KODAK.COM) | INCLUDED | INCLUDED | INCLUDED | INCLUDED |
| TELEPHONE SUPPORT | INCLUDED | INCLUDED | INCLUDED | INCLUDED |
| Response Target | Online/Phone: 1 Hour | Online: 2 Hours/Phone: 4 Hours | Online: 2 Hours/Phone: 4 Hours | |
| Principal Period of Maintenance (PPM) | 08.00-19.00 Mo-Fr (excl Holiday) | 08.00-19.00 Mo-Fr (excl Holiday) | 08.00-19.00 Mo-Fr (excl Holiday) | |
| ONSITE SUPPORT | INCLUDED | PREFERRED RATE | PO REQUIRED | PO REQUIRED |
| Response Target | NEXT BUSINESS DAY | NEXT BUSINESS DAY | NEXT BUSINESS DAY | |
| Principal Period of Maintenance (PPM) | 08:00-17:00 Mo-Fr (excl Holiday) | 08:00-17:00 Mo-Fr (excl Holiday) | 08:00-17:00 Mo-Fr (excl Holiday) | |
| Call Out Charge within PPM | INCLUDED | PREFERRED RATE | PO REQUIRED | PO REQUIRED |
| Labor Charge within PPM | INCLUDED | PREFERRED RATE | PO REQUIRED | PO REQUIRED |
| PROACTIVE SYSTEM AUDIT | INCLUDED | PO REQUIRED | PO REQUIRED | PO REQUIRED |
| EQUIPMENT REPAIR PARTS | INCLUDED | INCLUDED | PO REQUIRED | PO REQUIRED |
| SOFTWARE UPGRADES (Kodak Applications Only)** | INCLUDED | INCLUDED | PREFERRED RATE | INCLUDED |
| SOFTWARE UPDATES AND PATCHES (Kodak Applications Only) | INCLUDED | INCLUDED | INCLUDED | INCLUDED |
| OPTIONAL TELEPHONE SUPPORT COVERAGE | 24X7 Remote Uplift | 24X7 Remote Uplift | 24X7 Remote Uplift |
* Applicable to all Subscriptions, including Subscription Support Plans formerly known as Professional Subscription.
** Kodak labour to perform the Software Upgrades is not included unless otherwise specified in the Agreement.
Israel Support Plans, 5 February 2025
