Tailwind Maintenance and Support Policy

Access to our scheduled training, self-help support materials, and technical support is included in your subscription. Custom technical work, document customizations, workflow consultations and customized training sessions are available at a rate of $150 per hour. A discount of 10% is available for purchases of bundles of five hours. 

After Hour Emergency calls are subject to the rate of $100 per hour plus applicable taxes with a minimum purchase of 1 hour. 

The Tailwind Maintenance & Support Policy for Enterprise customers ensures current and future customers are provided world-class products and services on a consistent and continuing basis. 

***Please note we no longer offer our “No Policy” Support plan and Customers who are not currently on a Support and Maintenance plan will no longer be able to receive support.***

Annual Maintenance guarantees the receipt of any updates to Tailwind, which ensures the ongoing integrity of the software. 

Our maintenance program allows our development team to invest the time and resources required to maintain compatibility with constantly changing technical requirements and environments. For this reason, Maintenance is a requirement as it ensures the ongoing reliability of Tailwind products while continuing to meet users’ needs. Maintenance is charged at a flat amount per user per annum for customers who have purchased the Enterprise version of the product. 

Technical Support offers maintenance customers access to Tailwind’s experienced technical support team. This team provides a comprehensive set of essential services such as ongoing training, report customization, user optimization, third-party data integrations, and emergency recovery – services designed to ensure optimal performance of your business operations. The Tailwind Maintenance & Support Policy for Enterprise customers ensures current and future customers are provided world class products and services on a consistent and continuing basis. 

After Hour Emergency calls are subject to the rate of $100 per hour plus applicable taxes with a minimum purchase of 1 hour. 

 
Based on your needs, there are three levels of support – Silver, Gold or Platinum. 

Silver includes enrollment in the Annual Maintenance program and provides access to technical support on a pay-as-you-go basis at a rate of $250 per hour plus applicable taxes 

The services included for Maintenance and each level of Support are outlined below:

*Additional custom report creations are available at the rate of $150 per hour plus applicable taxes 
**A discount of 10% is available on the purchase of 5-hour blocks

Please note: 

Hourly Support (pay-as-you-go) is available for clients with our Silver Maintenance, or for those who have exceeded their included annual support hours on the Gold or Platinum support level. 

Additional Terms 

1. Only customers on Annual Maintenance (Silver), Gold, and Platinum support levels will be eligible to receive software updates. 
2. Customers not on Gold or Platinum will be required to purchase support hours prior to receiving support.