support offers complete support based on a per-incident
or a per-hour basis for customers that may not require comprehensive
support. 'Incidents' or 'hours' can be purchased on an individual
or group basis.
incident is defined as a contact with our support
engineer, resulting in a call log being issued regarding
technical, product, documentation, configuration or error
situations. At a minimum our
support engineers will respond based on classification levels.
For example, level one guarantees a response in one day
whereas level two guarantees a two day response. Our
support center communicates with a designated service contact
and additional contacts may be purchased and added to our
customers designated contact list.
Electronic Web Access.
Incident Issue Charging & Reporting.
fixes - proactive notification.
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