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Priority
Support Service
Every
server product license purchase includes basic email support covering
installation and general usage of the product. However some customers
often require a more comprehensive and responsive support service
in order to solve their specific development problems in a more
flexible and efficient way.
For
these cases, Blue Pacific Software offers an extended support plan,
called Priority Support. Priority Support means
fast and direct access to qualified Technical Support
specialists of Blue Pacific Software. When you purchase Priority
Support, you receive:
- "High
Priority" status on all inquiries, ensuring that
your questions get answered first and in a timely fashion, usually
in up to 8 hours if not immediately.
- Direct
access to technical experts with in-depth knowledge of
products. More complex issues can be escalated to the professionals
directly involved in product development thus providing the highest
possible level of product technical support.
- Dedicated
email contact to communicate directly and immediately with full-time
in-house support specialists.
- Twelve
months of unlimited Priority Support for you and one
alternate contact inside your organization.
- Unlimited
case tickets during the purchased period.
- Free
upgrades with access to not just the minor updates (7.1,
7.2, etc.) but also to any major upgrades (7.x
to 8.0, etc.) of the purchased product, during their subscription
period.
- Priority
on bug fixes for issues appointed by priority support
customers.
- Special
access to pre-release versions of Software.
Scope
Any
incident with the product is covered by this service, ranging from
installation and deployment to development issues. On assistance
to development issues, specific source fragment examples are often
provided to simplify incident resolution. The priority support service
is incident-based and doesn't include continued custom development
of complex systems.
Response
Time
The
Support Team guarantees a maximum response time of 8 hours, with
response times of less than 1-2 hours being common.
Availability
Priority
Support is offered via email Monday through Friday from 8:00 AM
to 9:00 PM GMT (excluding holidays). Weekend support is generally
provided, but not guaranteed.
Case
Limit
There
is no limit on the number of case tickets you can submit.
Price
Customers
will be able to purchase Priority Support for each of server products
(Turbine and Rich Chart Server) at the cost of $2950 USD per year
of service. Click
here to Purchase Priority Support.
For more information regarding priority support, please contact
Blue Pacific Support Services.
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