A support subscription is required as part of your licensing agreement. Support ticketing is provided to all of your licensed employees at your company for a single flat fee subscription.
We do not offer per-incident support. In our experience, a low-cost, flat fee subscription billing model is superior to fee-for-service billing models. Per-incident or per-minute support can run costs up in a hurry and discourages companies from using enough support.
Each event in our support system is initiated and driven by a ticket, so please do not call the sales office or try to initiate support assistance by any other means other than submitting a support ticket.
The support ticketing system is e-mail based and is not a phone-based system. There may be occasions where we elect to use the phone to help solve a problem, but phone support is provided solely at our discretion.
Our support staff monitors the ticket queue in real time throughout our business day (8am-5pm Central Time).
The moment a ticket arrives that merits an emergency response, we help the customer by whatever means we deem to be most suitable for solving the problem, whether it is a return ticket, a phone call, or remote access connection to your computer.