Is a support subscription mandatory?
Our license recommends that all companies maintain an active support subscription for the life of their product.
Support ticketing is provided to all licensed employees at your company for a single flat fee subscription. Aside from assistance with technical issues, support is a valuable ongoing resource for employee training, new hires, and departmental transitions. We encourage all DBA Users to submit tickets when they need assistance or have questions.
We have priced our support for widespread participation at a good value relative to our industry. If you maintain an active subscription, you ensure that all of your employees have the resources at their fingertips to get the most out of DBA. If you do choose to let your subscription expire, you will incur a $495 Startup Subscription (6 Months) to restore your service. This is to promote continuous participation and discourage a per incident mentality.
Is per-incident support available?
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. We encourage all of your employees to submit tickets directly to our support team whenever they need assistance or have questions.
Are tickets the only way to initiate support assistance?
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.
How is emergency support handled?
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.