If your system is mature or
you can withstand a short outage, then our per incident technical support
may be the most economical way of managing your needs. There are some
drawbacks to this approach, which is why we do not recommend this solution
to most clients.
We maintain a priority
queue for the support work, and our top priority is a system completely
unavailable. If your system is unavailable, be assured we will take every
step to make sure the problem is resolved as quickly as possible. However,
if the system is partially available, then we have to schedule the support
work with other commitments. In most cases, we can give you an approximate
timeline for beginning to work on the issue.
Keep in mind we
charge a minimum two hours labor to verify, scope, classify and schedule
the incident. You will be given an approximate timeline for working on
resolution. Once we start to work on the issue, you can expect to
receive status updates and we will notify you when we believe the problem
has been resolved so you can verify to your own satisfaction.
Generate a Support
Request The
fastest way to get resolution of any issues is to complete a support ticket.
It may seem counter intuitive, but submitting a trouble ticket will yield
results faster than a phone call or a visit in person. Please keep in mind
that if you are not under a current support plan you will be charged for
per-incident support.
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