Babylon support products catalogue
Silver Support
Gold Support
Platinum Support
1. No Upgrade
1. Free Upgrade
2.
E mail support
response within 24
hours
3. Lost license
2. E mail support response
within 12 hours
3. Lost license
3. Lost license
4.
4. Invalid license
4. Invalid license
5. Software updates +BUG
fixes
6. No marketing
communications
7. Can receive service
communications if
interested
8. Unique 1-800 in local
language
9. 3000 Free words credits
for B.H.T service
5.
Invalid license
Software updates +
BUG fixes
6. No marketing
communications
5. Software updates +BUG
fixes
6. No marketing
communications
7. Can receive service
communications if
interested
8. Unique 1-800 in local
language
9. 1000 Free words credits
for B.H.T service
10. Discount on B.H.T
projects
11. Packaging Tool
1. Free Upgrade
2. E mail support response
within 8 hours
10. Discount on B.H.T
projects
11. Packaging Tool
12. Personal customization
13. Rights to participation in
Beta group
14. Special discount on
Babylon Premium
Dictionaries
15. Packager installation
16. Licenses unity
1. Free Upgrade - Free major version upgrade , when available
2. E mail support response 12/24 hour’s response time following the “service call”. Babylon
support team is obligated to respond according to the following criteria:
Low and Medium priority
The Babylon Support team will respond to service incidents that affect individual users within
12/24 hours. Support priority is based on customer type of support package. Platinum are
always served first. Gold are second and Silver are last.
High and Critical priority
The Babylon Support team will respond to service incidents that are defined as high or critical
priority ASAP. In exceptional cases, where our solution will require a full research, the response
will be within 12/24 hours. Support priority is based on customer type of support package.
Platinum are always served first. Gold are second and Silver are last.
3. Lost license -A backup of your license information will be sent to you, in case you lose your
license details.
4. Invalid license-Babylon support team will provide a solution with license invalidation cases
5. Software Updates +BUG fixes- During the service pack period you are entitled to free software
updates (minor versions). Updates are released from time to time to provide bug fixes and
minor enhancements.
6. No marketing communications- Your organization will not receive marketing messages of any
kind unless specifically asking for it.
7. Can receive service communications if interested – in order to update your version, Babylon
Support team will send you an automatic E-mail on this matter.
8. Unique 1-800 in local language -Top priority issues will be taken care of using this unique Tollfree number
9. Free 1000/3000 words credits for B.H.T (Babylon Human Translation) services – Your
organization will get free word credits for an initial use of our Human Translation Service,
offering professional translations in over 30 languages. (The free words credits will be given
with a minimum of 500$/1000$ order).
10. Discount on B.H.T projects- Discount bonus for any Human Translation projects
11. Packaging Tool – instructions how to use Babylon Packager installation toll
12. Personal customization -Babylon Support team will enable you to customize your Babylon the
way you wish to.
13. Rights to participate in Beta group- In order to be the first to enjoy new services, your
organization will have the opportunity to become one of our Beta group users.
14. Special discount on Babylon Premium Dictionaries -Your organization will receive a special
discount when you add more premium dictionaries, ask our sales representative for more
details
15. Packager installation-In order to make the Babylon client installation process easier for the
corporate environment, Babylon created the “Babylon Packager”.
The Babylon Packager gives the IT team the option to pack/create an MSI and EXE files – These
files should meet the corporate requirements for the client’s default values; i.e. activation key
and bundled dictionaries, as well as enable the IT team to distribute an MSI file according to its
known standard.
16. Licenses unity - Login with the same user and license codes for all the users. In cases of
multitude orders in your organization, Babylon Support team will unite all of your orders to one
order, which will include all of your orders as to organize your company/organization.
Service Packages:
 Installation handling and support – 5 $ per client (Personal customization
 Annual Silver Support = - 15% of product list price in effect at time of purchase the support
 Annual Gold service = – 20% of product list price in effect at time of purchase the support
 Annual Platinum service = 30% of product list price in effect at time of purchase the support
Comments:
 The above products replace Babylon maintenance product that is not available anymore , and
can’t be renewal , in order to renew old maintenance a customer should get one of the new
Support packages
 No discounts on support packages
 Support package can be purchased in advance for up to 3 years and is subject to further
discount, subject to HQ approval
 Support package can be purchased for all your Babylon products only. It is not allowed to
purchase support package for part of Babylon clients
 Support can only be purchased back to back with the expiry of the previous period support. In
any event support renewal terms starts back to back with the expiry of the previous
support/maintenance agreement
 All prices are calculated based on list price in effect at time of support purchase/renewal
 The Support packages are available only for Business customers and not for private customers