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 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.

• Silver: Includes all the advantages of Bronze Support, but adds 24x7 emergency queuing and the resolution of priority one issues.

Pricing

The Essential Support & Upgrades program is priced at 40% of the software license fees, and applies for 12 months. Renewals are available at 40% of the then current pricing if you renew on time.

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, knowledge base, email

• Toll-free telephone support line from 7 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.