Unified Workflow Support Plan Descriptions
| Support Program | Workflow Products | ||
|---|---|---|---|
| Premier | Plus* | Remote | |
| Product Application | |||
| Online Assistance (CUSTOMER.KODAK.COM) | Included | Included | Included |
| Phone Assistance | Included | Included | Included |
| Phone Assistance - Response Time | Online/Phone: 1 hour | Online: 2 hours / Phone: 4 hours | Online: 2 hours / Phone: 4 hours |
| Phone Assistance - Main Maintenance Period (PPM) | Mon-Fri, 8 AM - 7 PM (excluding holidays) | Mon-Fri, 8 AM - 7 PM (excluding holidays) | Mon-Fri, 8 AM - 7 PM (excluding holidays) |
| On-Site Assistance | Included | Preferential Rate | Order Required |
| On-Site Assistance - Response Time | Next Day | Next Day | Next Day |
| On-Site Assistance - Main Maintenance Period (PPM) | Mon-Fri, 8 AM - 5 PM (excluding holidays) | Mon-Fri, 8 AM - 5 PM (excluding holidays) | Mon-Fri, 8 AM - 5 PM (excluding holidays) |
| PCV Call with Planned Preventive Maintenance | Included | Preferential Rate | Order Required |
| Labor Costs with PPM | Included | Preferential Rate | Order Required |
| Proactive System Audit | Included | Order Required | Order Required |
| Equipment Repair Parts | Included | Included | Order Required |
| Software Updates (For vendors only) ** | Included | Included | Included |
| Software Updates and Fixes (For vendors only) | Included | Included | Included |
| Optional Phone Assistance Coverage | Majorization for 24x7 remote service | Majorization for 24x7 remote service | Majorization for 24x7 remote service |
*Applicable to all Subscriptions, including Support Plans formerly called Professional Subscription.
** Kodak labor for software updates is not included, unless otherwise specified in the Contract.
France Support Plans, February 5, 2025
