Software Assurance Packages
You receive free service and support for the first 12 months with the purchase of any of the following prairieFyre products: Contact Center Management, Contact Center Management Enterprise Node, Interactive Contact Center, Interactive Visual Queue, Contact Center Softphone, Contact Center Scheduling, Schedule Adherence, Multimedia Contact Center, Intelligent Queue, Call Accounting, Subscriber Services, and Traffic Analysis. This includes ¨        Technical support, Monday to Friday from 8:00 A.M. to 6:00 P.M. ET ¨        Emergency after hours support, Monday to Friday from 6:00 P.M to 10:00 P.M ET ¨        Product news by email ¨        Software upgrades
Software Assurance You can purchase software assurance through your Mitel Channel Partner after your initial 12-month software assurance expires. Software assurance is customized to suit your company's needs and is based on the duration of the software assurance, your prairieFyre products, and the software assurance package you choose. ¨         Pay Per Incident Software Assurance ¨         Customer Interaction Solutions Standard Software Assurance ¨         Customer Interaction Solutions Premium Software Assurance ¨         Customer Interaction Solutions Premium Plus Software Assurance ¨         Customer Interaction Solutions Software Upgrades
	If you are out of warranty for more than 90 days, you will be charged a re-enlist administration fee (part number 51006942 for a Customer Interaction Solutions package), in addition to your software assurance fee.   You receive a discount on the purchase of your software assurance agreement when you purchase two or more years of support at one time.   To renew your software assurance, call prairieFyre at 613-599-0045 or email renewal@prairiefyre.com.
Pay Per Incident If you are out of warranty and prefer not to purchase a software assurance package, you have the option of purchasing our “pay per incident” support. You only pay each time you need technical support, so you pay only once if you need support only once. However, “pay per incident” support does not include software upgrades. If an upgrade is required to address your problem, you will have to purchase a software assurance package. Contact prairieFyre Customer Service for pay-per-incident support.
Customer Interaction Solutions Standard Software Assurance Standard Software Assurance is available for  ¨        Customer Interaction Solutions, part number 51006940 — available to customers in North America and Latin America for the following products Contact Center Management, Call Accounting, Contact Center Management Enterprise Node, ACD Resiliency, Interactive Contact Center, Interactive Visual Queue, Contact Center PhoneSet Manager, Contact Center Softphone, Multimedia Contact Center, Contact Center Scheduling, Schedule Adherence, Subscriber Services, and Traffic Analysis    Standard Software Assurance includes ¨        Technical support, Monday to Friday from 8:00 A.M. to 6:00 P.M. ET ¨        Emergency after hours support, Monday to Friday from 6:00 P.M. to 10:00 P.M. ET ¨        Software upgrades
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Customer Interaction Solutions Premium Software Assurance Premium Software Assurance is available for  ¨        Customer Interaction Solutions, part number 51006941 — available to customers in North America and Latin America for the following products for Contact Center Management, Call Accounting, Contact Center Management Enterprise Node, ACD Resiliency, Interactive Contact Center, Interactive Visual Queue, Contact Center PhoneSet Manager, Contact Center Softphone, Multimedia Contact Center, Contact Center Scheduling, Schedule Adherence, Subscriber Services, and Traffic Analysis    Premium Software Assurance includes ¨        Technical support, Monday to Friday from 8:00 A.M. to 6:00 P.M. ET ¨        Emergency after hours support, Monday to Friday from 6:00 P.M. to 10:00 P.M. ET ¨        Software upgrades Plus ¨        Emergency support on weekends and holidays from 8:00 A.M. to 10:00 P.M. ET ¨        Priority support and escalation
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Customer Interaction Solutions Premium Plus (24/7/365) Software Assurance Premium Plus Software Assurance is available for ¨        Customer Interaction Solutions, part number 54002631— available to customers in North America and Latin America for the following products for: Contact Center Management, Call Accounting, Contact Center Management Enterprise Node, ACD Resiliency, Interactive Contact Center, Interactive Visual Queue, Contact Center PhoneSet Manager, Contact Center Softphone, Multimedia Contact Center, Contact Center Scheduling, Schedule Adherence, Subscriber Services, and Traffic Analysis    Premium Plus Software Assurance includes ¨        Technical support, Monday to Friday from 8:00 A.M. to 6:00 P.M. ET ¨        Emergency after hours support, Monday to Friday from 6:00 P.M. to 10:00 P.M. ET ¨        Software upgrades Plus ¨        Emergency support on weekends and holidays from 8:00 A.M. to 10:00 P.M. ET ¨        Priority support and escalation Plus ¨        Emergency after hours support 24 hours a day, 7 days a week, 365 days a year
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Customer Interaction Solutions Software Upgrades—for EMEA customers only Software Upgrades is available for ¨        Customer Interaction Solutions, part number 51009150 — available to customers in Europe, the Middle East, and Africa for the following products: Contact Center Management, Contact Center Management Enterprise Node, ACD Resiliency, Interactive Contact Center, Interactive Visual Queue, ACD PhoneSet Manager, ACD Softphone, Multimedia Contact Center, Contact Center Scheduling, Schedule Adherence, and Traffic Analysis
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