The phone support service allows the client to receive assistance in case any problem and/or doubt arises about a software product.

Under this service is excluded any information that, directly or indirectly, intends to replace training, installation, configuration or optimization services, which are necessary to the products' proper operation. In such cases, the support service will indicate, to the client, that the call in question should be replaced by the purchase of the more adequate service.

This service implies a strict compliance with the operation prerequisites of each application. If this isn't the case, ANO reserves the right to suspend this service until normalcy of operation is restored.

The phone maintenance is intended for active software versions. For this reason, the client will be regularly informed of the versions that will no longer be supported, and as a result should perform the necessary upgrades.

This service is performed by qualified technicians, in accordance with the applications specified in the contract.

The corrective maintenance service consists of a set of operations that result from the identification of malfunctions in ANO's software programmes.

This service implies a strict compliance with the operation prerequisites of each application. If this isn't the case, ANO reserves the right to suspend this service until normalcy of operation is restored.

The corrective maintenance is intended for active software versions. For this reason, the client will be regularly informed of the versions that will no longer be supported, and as a result should perform the necessary upgrades.

The correction of anomalies may be carried out by phone, email or through the portal. For clientes with the remote maintenance service, the corrective maintenance may be carried out remotely, from our telecommunications hub.

Whenever the anomaly is detected in the "clients" (PCs) or in more than one server, the correction will be performed in one PC/server per client. It's the client's responsability to provide the resources to replicate the correction or purchase the respective service.

If the client purchases the upgrade maintenance service, the patches will be received when the upgrades are provided.

The corrective maintenance operations are covered by the Software Maintenance Contract. This serive is performed by qualified technicians, in accordance with the applications specified in the contract.

Under the upgrade maintenance service, ANO provides the customer with the latest versions of a software product. These include patches and upgrades of the functional characteristics of the programmes.

By pre-purchasing this service, the customer ensures the right to use all new software releases announced by ANO.

With each new release, ANO establishes which new features are available, requiring the customer to install them. A partial installation of the software or upgrades has the potential to cause a decrease in the operating quality of the products and, as such, ANO will suspend all support services until the client restores normalcy. 

Under this service, ANO will not provide any software changes on request. If the client wishes to do any alteration to the programme, he can do so by contacting our sales department and requesting the respective estimate.

The remote maintenance service offers a remote connection between ANO's telecommunication hub and the place where the software programme is installed, enabling our technicians to access the clien'ts servers/PCs directly, whenever a maintenace call is placed.

This service is only available if associated with another maintenance service, and ensures:

• More efficient evaluation of problems
• Reduced intervention time
• Quicker patch replacement, whenever errrs are found on the server, etc.

ANO will inform the client of all the possible conections, making sure the latter will provide the equipment and the means of communication necessary in order to guarantee their proper operation. The communication costs that result from this service are entirely borne by the client.

The preventive maintenance service comprises database management operations, data reorganisation and performance control tasks, and the detection of inconsistencies.

This service is carried out by qualified technicians, in accordance with the applications specified in the contract.

For these operations, ANO estimates the number of days/months necessary and the time frame in which they should take place. If you're interested in the preventive maintenance services, please contact our sales department and request the respective estimate.