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Support
is sold in blocks, $25.00 per block.
1 block gives you 3 incidents via web/e-mail, or 15 minutes
of phone support to be consumed in 5 minute increments.
We offer
personal support via phone, Internet e-mail, and a trouble
ticket system on the Internet.
For phone
support we have to track usage at the minutes level to prevent
abuse of the support system. This is “over-the-top” support
though, so here's the deal. Let's say you open a support ticket
via phone and spend 5 minutes discussing it, and hang up thinking
the matter is resolved. Then you discover that you're still
having a problem, and you have to call back later that day,
week, or whenever. Since the issue was not resolved the first
time, we are only going to deduct the first call from your
covered phone support time. If you have to call back on the
same ticket, the additional calls are free (aside from your
phone company's charges)! The web and e-mail support options
work the same way. When you e-mail us with an issue, we'll
send you back a ticket number. If you continue having the
same issue, all calls or correspondence are covered as part
of the initial incident.
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SolAce