Priority Phone Support
Support Services - Advanced Support Options |
As a registered client of e-on software professional products, you benefit from the following standard support services:
- Phone-based installation troubleshooting for 90 days following your purchase,
- Knowledge Base and Frequent Question resources,
- Web-based Technical Support,
- Registered User Forums,
- Free Service Packs.
On top of these services, you also have access to the following advanced support options (only available for registered users of Vue 8.5 xStream or Vue 8.5 Infinite):
- Per-Incident Priority Support
- Standard Maintenance Plan
- Premium Maintenance Plan
Per-Incident Priority Support
Flexible, pay-per-incident priority telephone support from e-on software. You only pay for the support you need. Each support incident includes:
- One telephone incident, with guaranteed call-back time under 4 business hours,
- Direct one-to-one communication with qualified e-on software support technicians,
- Efficient resolution of system-specific issues through remote diagnosis (if you agree),
- Follow-up support until the incident is resolved.
If it is determined by the support technician that the issue is caused by a bug, and the support technician is unable to provide a reasonable workaround, we will credit a new, replacement per-incident support ticket to your account free of charge.
Cost: $65 per priority support incident.
What constitutes an incident?
An "Incident" defines the assistance provided by e-on software to the customer, starting from the initiation of the incident by the customer to the closure of the incident by the support technician.
An incident is a single issue that focuses on one aspect of the product - e.g. assistance with a specific problem or error message.
While the issue may involve other aspects of the product, addressing other aspects constitutes a separate issue and is treated as another incident. An incident may involve multiple phone calls or emails. Each incident is assigned to an individual support technician who will follow through with the customer until the issue is closed.
E-on support technicians are responsible for determining what characterizes a single support incident and for communicating this information to the customer. Although our support technicians always make best efforts to resolve issues, we cannot guarantee that all issues will be resolved to your satisfaction.
When is an incident resolved?
Once an issue is accepted as being in the perimeter of per-incident technical support, resolution of the incident occurs as soon as one of the following happens:
- A reasonable solution to the issue is provided by the support technician.
- A reasonable work-around to the issue is provided by the support technician.
- The customer refuses to let the support technician remotely control his computer and the support technician is reasonably unable to provide a solution using other methods of investigation.
- It is determined that the issue is in fact a request for a non-existing feature, or an enhancement to an existing feature, and the request has been forwarded to product management.
- It is determined that the issue is caused by a bug in the software, and the bug has been forwarded to the product development team for review*.
* If it is determined by the support technician that the issue is caused by a bug, and the support technician is unable to provide a reasonable workaround, we will credit a new, replacement per-incident support ticket to your account free of charge.
What is the perimeter of per-incident technical support?
Our support technicians answer questions about the general usage of our professional products, including:- Assisting you with the documented features of our products and how these features can be used.
- Helping you identify and troubleshoot any unexpected behavior encountered while using these features.
- Explaining how the features work, but not implementing these features directly in your projects.
Standard Maintenance
This is an annual* maintenance contract that includes a number of benefits:
- Free upgrades during the subscription period, including free upgrades to all .5 and full versions,
- Unlimited, priority web-based technical support,
- Access to EEF releases (Expedited Engineering Fix),
- Access to “Maintenance Only” forums.
Cost per year and per license, Infinite: $295, xStream: $395. Read the Maintenance Plan Agreement here.
* Please note that the one year subscription period starts from the date of activation of your copy of Vue.
So if you purchase maintenance 10 months after activating Vue, you will have only two months left
on your contract (but you receive all the upgrades released in the mean time at no charge).
Premium Maintenance
Cost: $995 per year and per license. Requires that all your licenses be under Premium Maintenance. Unused priority support incidents expire with the maintenance plan. Read the Maintenance Plan Agreement here.
Benefits
- Unlimited, priority web-based technical support,
- Access to EEF releases (Expedited Engineering Fix),
- Access to “Maintenance Only” forums,
- Your own private ftp on our servers, where you can upload issue-related content,
- Free upgrades during the subscription period, including free upgrades to all .5 and full versions,
- Four priority support incidents per product (see above),
- Priority Problem Resolution: if it is determined by our support technician that the cause of a priority support incident is a bug in our software, we will assign at least one developer to the resolution of this bug within 24 business hours following identification of the bug. This does not apply to feature requests or improvements.
- Custom Development: if you need a modification in the software, or are lacking a feature that would greatly benefit one of your projects, you can contact e-on software support technicians with a detailed specification of the requested changes. The e-on software development team will promptly analyze your specifications and respond with a quote for the development of a customized version of the product implementing the requested changes.
