For the customer to whom streaming media is an important business function, Essential Support & Upgrades from Real is a necessity. With our two Essential Support program levels, you get timely technical support and all the latest product updates.

ESSENTIAL UPGRADES
Technology is moving ahead rapidly and we are continually working on new ways to make our system meet your current and anticipated future needs. You will see that we constantly update key parts of our system — since your competitors will be using the best available technology, you should as well. This program "future-proofs" your streaming media investment. You will have access to updates for the term of your contract at no additional charge.

ESSENTIAL SUPPORT
Bronze — Includes Web-based and telephone support during regular business hours, and access to a Product Account Maintenance (PAM) Web site. Your PAM site is customized to your specific business with access to product upgrades as well as contact information, service manuals, FAQs, self-help areas and more.

UPGRADE DETAILS
As the pioneer and recognized leader in online media delivery, Real continues to create and advance the latest streaming media technology and solutions. Our Essential Support & Upgrades program is designed specifically to keep your company on the leading edge of this fast-moving technology, and to provide all the technical assistance you need to support your investment.

Helix Server Series Support Details

	Web-based support, e.g. FAQs, knowledgebase, email
	Toll-free telephone support line from 6 a.m. to 5 p.m. Pacific time
	24x7 pager support in addition to Support Center hours (Silver Level Only)

RENEWALS
This program is designed to encourage on-time renewals. We'll do our best to contact you before your expiration date, but should your contract lapse we'll charge a premium to cover the lapse interval.

DAYS SINCE EXPIRATION	COST	NEW TERM
0-30	40% of then-current license fees	12 months from original expiration date
31-150	60% of then-current license fees	12 months from payment date
150-270	80% of then-current license fees	12 months from original expiration date
More than 270	Not available. You will be required to repurchase your license and Essential Support

CONTACT A REAL SALES REPRESENTATIVE

			To find out more about Support Services from Real, download our brochure (PDF), fill out our online form or contact us at 1-800-444-8011

CONTACT US

	Call us at 1-800-444-8011 or request more information
	Contact Technical Support