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SmarterTools provides a combination of free services designed to assist customers in
resolving common issues. These services include:
- Community Forums
- Knowledge
Base
- Each product purchase or upgrade includes two support incidents that are valid for sixty (60)
days from the date of purchase. These free support incidients, or tickets, will automatically be
added to your available tickets in the "My Tickets" section of your account.
- Additional support incidients and packages may be purchased as needed or in advance. Please
review the information below.
In the event that you require additional support, we sell both support packages and individual
support incidients. Customers who purchase support in conjunction with one of our products will
receive a twenty (20) percent discount; otherwise, our support options are outlined below:
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Silver |
Includes 6 email instances at an economical price |
$199 |
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Gold |
Includes 6 email or phone instances—choose the method suited to your needs |
$399 |
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Platinum |
Includes 6 email or phone instances—plus 2 critical instances available 24x7x365 |
$699 |
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Email |
Each instance is resolved only through email communication with SmarterTools Specialists |
$40 |
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Phone |
Each instance is resolved in live phone conversation with SmarterTools Specialists |
$75 |
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Installs & Upgrades |
Flat fee for extra assistance installing or upgrading software versions More Info |
$249 |
The following notes apply to the support options displayed above.
- Incidents can be applied toward any SmarterTools application or any SmarterTools application installation.
- Support incidents are restricted to business hours (8:00AM - 4:30PM MST).
- Custom monthly support agreements are available. Please contact sales@smartertools.com for more information.
- Incidents submitted during regular business hours typically receive an initial response within four (4) hours.
- All support purchased in advance expires twelve (12) months from the date of purchase.
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