Standard Support: This is
offered over tickets and is for generic queries related to
functioning of the various modules and this presumes that the set of
documents available for each component of the software is first
referred to and queries are based on anything which is not clear in
the extensive documentation. This excludes queries regarding how to
integrate custom design as templating is a very specialized work and
each site can have queries which could just be very specific to site
design. So questions related to template integration is not attended
to in support.
Standard support attends to general configuration queries, setting up
products
Charges: Free
Premium Monthly Support This
again excludes all design integration related queries. This is a
Paid support available on month to month basis so can be subscribed
to during any time if the addressed issue needs higher priority.
Under this support plan queries posted are allocated higher priority than
under Standard Support plan. Two users may post sae query one under
Standard Support and the other under Premium support. The user under
Premium Support gets higher priority. General response time for
queries under this support plan is 6 hours maximum.
Charges: US $99.95/Month on month to
month basis. No Long term commitment.
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Comprehensive Support Plan:
This is available under annual contract only. This involves
dedicating a Technical Account Manager (TAM) to your site who is always
there to attend to any issues that you may want to be done
(excluding any module development or coding as that comes under
Custom Modules development). This plan is designed on case to case
basis after detailed discussion with clients requiring this level of
support. So if you need a dedicated Technical Account Manager (TAM) assigned to you
please
Contact Us mentioning
that TAM needs to be allocated to you. We shall
contact you back with quotes for such a support plan. Please note
that since this needs manpower planning and allocation, this is only
available under annual prepay contract and there's no provision of
any shorter billing period for this. |
