 |
Resources | Projects | Site Map & Navigation Help | Expinion.net | Policies |
|
HOME
|
|
SOFTWARE AS A SERVICE (SaaS) The text below this paragraph applies to purchased licenses only. If you are using our Hosted Help Desk System (Hero Help Desk) to lease your software (rather than purchasing the license outright), then upgrades and extended support are included in your recurring fees until you stop using Hero Help Desk Support Solution or stop paying. PURCHASED LICENSE Your purchase of the main HelpConnection.NET solution already includes free support tickets for the first 3 months after your purchase.
*Priority Support: Technical support is offered via our online help desk only. We try our best to provide support as quickly as possible. You will usually receive a response within an hour or two, if the issue is received during our normal office hours. Regardless of the day or hour, you will definitely receive a response within 24 hours. Additional Support Plans The purchase price of the HelpConnection solution, includes free support for 3 months after purchase. This should be enough time for the software to be installed, tested and implemented. You need never purchase any additional support. However for additional support, you may purchase a one year support contract for $400, which includes any upgrades released during the year. Each year of support contract purchased will extend support by one year. For example: Software purchased May.1.09, will be entitled to free support until July 31, 2009. An annual support contract purchase made on August 31, 2009 will extend support until July 31, 2010. [ Purchase Annual Support ]. Bug Reports & Patches Bug reports are always appreciated. (Thank you.) Please report any bugs by emailing us at support@helpconnection.net. Expinion staff will have the final decision on whether the issue is a bug, or rather the lack of a feature that is desired by the client. Upgrades As we continue to develop the solution, more and more features will be added and existing features will be extended. Our Hosted HelpConnection customers will have upgrades and patches installed for them, as part of their ongoing fees. Customers who purchase our software licenses outright, can receive the new version releases of software free-of-charge, if they have a current support contract.  Tips for Effective Support Requests  Use existing references. While it might seem a waste of time, the [ guides ], and [ knowledge base ] do contain some very important information along with some work flow tips that will help you to get as much as possible from the solution. Use these resources as much as you can, beginning with the index at the back of the guides. Designate one person to request the support. This has the benefit of the person knowing what to ask, where to ask, how to ask and generally has a better knowledge of the solution then the average user. (It also prevents having to wait for duplicate answers.) Formulating your request.Try to sum up your problem in the first sentence and then provide us with the steps we should take to reproduce the problem. Keep the description as simple/short as possible while not leaving out any important information. If your solution is online, a URL can be really helpful so we know which files you are working from, and we may even be able to see the problem for ourselves. One question per ticket please.With the exception of very closely related questions, tickets should contain one question or issue only. In this way, the most appropriate support tech can answer each question, and you will get answers faster. Plus, it's just easier to keep it as simple as possible. |
||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
