Who Should Buy A Support Agreement
All organizations are strongly encouraged to procure an annual support contract. The worst experience you can have is to look at the Release Notes for a new update (not an upgrade) and realize that you want that functionality, but find yourself several revisions behind. Don’t let this happen to you!
Organizations may benefit from ongoing support in the following ways:
- Up-to-date functionality
We’ll not only keep you up-to-date with our update releases, but we’ll make sure you have all the technical resources you need to install them in a timely manner.
- Immediate access to technical support personnel
Your questions may range a broad spectrum. For example, what can we do to increase the speed of our web servers? A legitimate technical question, but you may also want to ask: what can be done to report out from the developers perspective in a manner that is efficient in communicating with the customers? We’ll help you through all your questions, regardless of whether they’re technical or process oriented.
- Access to our Support Forum and Issue Tracking
With a valid Support Agreement in place, you’ll have access to our Forums and Issue Tracking systems where you get to set our priorities through a voting mechanism. You’ll know what our road map is, where our priorities are and what expectations you can have for future updates.
What to Expect
Many people think that they pay for an annual support contract so that we’re here when they need us. We encourage all organizations to think about us at those times when they’re not stressed to resolve an issue. Take a few moments to review the current issues and vote on your priorities. Participate in the Forums and share your knowledge with others as well as glean tidbits on how they’re effectively using the Status Reporting Tool.
What You Need
You will need to determine who your Administrative and Technical contacts will be. We ask that technical issues be directed to your in house Representative first to ensure that you’re consistently applying the tool in your organization. All users may use our online forum to share and learn, but only the Technical contacts may use the Support Forum.
Actively engage in the success of implementation and ongoing progress of the Status Reporting Tool. Don’t simply sign-up and then forget the service until you’re stressed to resolve a pressing issue.
Request for Quote of a Support Contract
So that we may provide you with the best service, we must know more about your needs. This marks the beginning of our great relationship! We promise to tailor solutions to your needs and not “shoe horn” your organization’s needs into a “one-size-fits-all”.
Let’s begin with how to contact each other as we define our relationship. To contact us, use one of the following:
1703 Lotus Lane
El Cajon, CA 92021
How should we contact you? Note that we will deliver a copy of this information to the e-mail address you supply for your records.
We provide 30-days of technical support with every Personal license, 6-months with every Professional license and 1-year with every Enterprise license. Annual support contracts are available for 15% of the license. We provide updates on a regular basis and hot fixes as necessary. We will notify support holders of the download link for each update and patch. We also encourage our support holders to vote on outstanding issues to help prioritize the efforts that benefit them the most.