|
|
 |
|
Free technical support is available by e-mail to all users,
including evaluation users, and we are generally able to respond quickly (less
than an hour, on average, but sometimes longer on busy days).
If you prefer a shorter response time, or telephone support, you may wish to
consider one of our fee-based support offerings.
The following chart describes our support offerings.
| Features |
Standard Support |
Priority E-Mail Support |
Pay-Per-Incident
Telephone Support |
| |
|
|
 |
| Self-Help Options |
| 24 x 7 access to knowledge base for
information on common questions and known problems |
|
|
|
| 24 x 7 access to downloadable patches
for fixed issues |
|
|
|
| Access to Arcana
Development Support Engineers |
| Support for developers using product
APIs (applies to Arcana Scheduler and adTempus) |
Limited
|
|
|
| Web-based incident submission |
|
|
|
| Business hours e-mail support
|
|
|
|
| Business hours telephone support
(See note 1) |
See note 2 |
See note 2 |
|
| 24 x 7 telephone support for
mission-critical issues (See note 3) |
|
|
|
| Quality of Service |
|
Staff |
The same pool of engineers handles all support requests. Purchasing
a support plan will not get you better support, just a quicker response.
|
| Issue Resolution |
Regardless of the support plan you're on, if the software doesn't
work the way it's supposed to, and the defect is a serious issue for you, we
will do our best to resolve the issue quickly and provide you with a software
update.
|
| Plan Parameters |
|
Support hours |
Standard Support Hours
|
| Who can submit incidents |
Anyone |
2 named contacts |
Anyone |
| Number of incidents |
Unlimited |
Unlimited |
1 |
| Target response time |
E-mail response within 12 business hours
|
E-Mail response within 4 hours (See note 4)
|
Telephone callback within 2 hours (4 hours for after-hours support) (See
note 4) |
|
Cost |
Free |
$249 (annual subscription) |
$149
per incident during standard support hours
$249
per incident outside standard support hours
|
|
|
Submit a Request |
|
Submit a Request
|
All support is offered subject to these terms and
conditions. Support is available only for supported
products.
Notes:
| 1. |
Telephone support is offered by callback only (support telephones
are not answered "live"). Support requests must be submitted through the
web-based submission system; a support representative will then call you
back within the timeframe indicated above. A contact telephone number is also
provided in case of Web server failure or network outage. |
| 2. |
For complex issues, your support representative may, at his or her
discretion, offer to continue the issue discussion and resolution process by
telephone, even for customers using e-mail support plans. |
| 3. |
Our mission-critical incident response system allows you to
submit mission-critical incidents any time, day or night. A support engineer
will be in touch as soon as possible. Note that we cannot guarantee response
times for after-hours support; you are not charged if we do not respond within
the target timeframe specified. |
| 4. |
For plan-based and pay-per-incident support, if your request is
received during standard support hours we will respond
on the same day. For example, if you are on a 4-hour telephone callback plan
and submit an incident at 5:50 PM, you will hear back from us by 9:50 PM,
even though that is outside standard support hours. |
|
|
