- High Priority Email Support
ifelseWare, Inc will provide phone or email technical support 7 days a week from 8 am – 10 pm ET, excluding major holidays. The support includes the opportunity to consult with a member of the ifelseWare’s technical support staff, who will assist with any issues regarding the software’s capabilities, functionality or characteristics. Similarly, this covers basic problem resolution assistance as required. This package does not cover training or consulting services.
- Guaranteed initial response time
For the Premium Maintenance Package, ifelseWare, Inc guarantees the initial support request will be answered within 6 operational hours.
- Unlimited number of requests
Customers are eligible to contact ifelseWare’s technical support staff an unlimited number of times.
- Direct support from company’s engineers
All support requests submitted under the Premium Maintenance agreement are strictly handled and answered by ifelseWare’s qualified engineers and developers.
- Remote access session
The Premium Maintenance package allows for one remote access session via the Remote Desktop Protocol or other similar technology. The remote access session is useful to restore the software’s critical functionality in case the software is not operable, and the issue cannot be resolved via email or phone communication.
- New software releases
ifelseWare, Inc will make available to the Premium Maintenance customer new point releases, updates, upgrades, Service Packs and/or enhancements for the software at no additional charge. ifelseWare, Inc reserves the right, at its sole discretion, to discontinue or modify the terms and conditions of support for non-current releases and versions as new software releases are made available.
A Premium service agreement can be obtained during the initial license purchase or anytime after the license is activated. The annual subscription cost is based on the number of licenses owned.
For more information, view the entire Premium Maintenance Service Agreement.