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Annual
Technical Support
Plans |
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Plan
Features |
Standard
Plan |
Premium
Plan |
Platinum
Plan |
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Web-based / E-mail
Support |
Yes |
Yes |
Yes |
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Support
Response
Times |
within
6-8
Hrs |
within
2-4
Hrs |
within
1
Hrs |
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Telephone
Support |
No |
8
x 5 |
24
x 7 |
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Online
Live
Chat
Support |
No |
8
x 5 |
24
x 7 |
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Remote
Upgrade / Patching
Service |
No |
Yes |
Yes |
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Remote
Diagnostics |
No |
Yes |
Yes |
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Pricing
(Per-License) |
$199/yr |
$299/yr |
$399/yr |
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Support
Plans are
priced on
a
per-license
basis.
A valid
product
serial no
is
required
to
activate a
Annual Support
Plan.
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You must
submit a
support
ticket
from the
Support
Center to
request
Technical
Support.
Premium &
Platinum
Plan
customers
are also
required
to submit
a Support
Ticket
before
calling
our
Support
Team or
requesting
Live Chat
support.
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Support
is
provided
only to
designated
contact
personnel
mentioned
in your
customer
profile.
-
Telephone
/ Live
Chat
Support
for the
Premium
Plan
will be
provided
Monday
to
Friday
between
10 AM - 6 PM
Indian
Standard
Time (+5:30 GMT)
expect
for
Platinum
Plan
customers.
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Remote
upgrade
service
involves
remotely logging
into
customers
server and
applying
necessary
product
upgrades/patches.
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Remote
Diagnostics
involves
remote
troubleshooting
of our
products
via
Terminal
Services,
PCAnywhere
or VNC for
major
issues
beyond
correspondence.
-
You are
requested
to
review
our
Technical
Support
Guidelines.
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