Description of Support Plans for Unified Workflow
| SUPPORT PLAN | WORKFLOW | ||
|---|---|---|---|
| PREMIER | PLUS* | REMOTE | |
| PRODUCT GROUP | INCLUDED | INCLUDED | INCLUDED |
| ONLINE ASSISTANCE (CUSTOMER.KODAK.COM) | INCLUDED | INCLUDED | INCLUDED |
| PHONE ASSISTANCE | INCLUDED | INCLUDED | INCLUDED |
| Response Time | Online/Phone: 1 hour | Online: 2 hours/Phone: 4 hours | Online: 2 hours/Phone: 4 hours |
| Main Maintenance Period (PPM) | 08:00-19:00 Mon-Fri (excluding holidays) | 08:00-19:00 Mon-Fri (excluding holidays) | 08:00-19:00 Mon-Fri (excluding holidays) |
| ON-SITE ASSISTANCE | INCLUDED | DISCOUNT ON LIST PRICE | PURCHASE ORDER REQUIRED |
| Response Time | NEXT WORKING DAY | NEXT WORKING DAY | NEXT WORKING DAY |
| Main Maintenance Period (PPM) | 08:00-17:00 Mon-Fri (excluding holidays) | 08:00-17:00 Mon-Fri (excluding holidays) | 08:00-17:00 Mon-Fri (excluding holidays) |
| Travel Cost during PPM | INCLUDED | DISCOUNT ON LIST PRICE | PURCHASE ORDER REQUIRED |
| Labor Cost during PPM | INCLUDED | DISCOUNT ON LIST PRICE | PURCHASE ORDER REQUIRED |
| PROACTIVE SYSTEM INSPECTION | INCLUDED | PURCHASE ORDER REQUIRED | PURCHASE ORDER REQUIRED |
| REPAIR COMPONENTS FOR EQUIPMENT | INCLUDED | INCLUDED | PURCHASE ORDER REQUIRED |
| SOFTWARE UPGRADE** (Kodak applications only) | INCLUDED | INCLUDED | AGREED RATE |
| SOFTWARE UPDATE AND PATCH (Kodak applications only) | INCLUDED | INCLUDED | INCLUDED |
| OPTIONAL PHONE ASSISTANCE | surcharge for 24x7 remote assistance | surcharge for 24x7 remote assistance | surcharge for 24x7 remote assistance |
*Applicable to all subscription programs, including support plans previously named "Professional Subscription".
** Unless otherwise specified in the Agreement, Kodak labor for the execution of Software Upgrade is not included.
Kodak S.r.l. Support Plans, June 30, 2025
