Our goal is to provide the best possible support to our customers. Our experienced technical services representatives possess the in-depth product knowledge required to provide customers with superior technical services. Questionmark's Software Support Plan (SSP) supplements your purchase so that your deployment and upgrades can be planned and organized without undue stress. The Enterprise Software Support Plan provides additional premium support options.
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Software Support Plan (SSP) |
Enterprise Software Support Plan (ESSP) |
| All version upgrades (major and minor) included |
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| Access to knowledge bases |
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| Access to online product manuals |
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| Access to product best practice guides |
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| Access to “Community Spaces” forums, blogs & wikis |
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| Unlimited Questionmark Live SME author accounts |
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| Access to support RSS feeds |
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| Email support for up to 3 individuals |
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| Phone support for up to 3 individuals |
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| Chat support for up to 3 individuals |
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| Dedicated technical support representative |
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| Detailed customer/system profile on file |
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| Response time per service level agreement |
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| 24x5 and 24x7 Support Options Available |
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| Regular Issue updates per service level agreement |
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| Can Schedule Time with Technical Service Engineer |
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| Dedicated Technical Services Rep available for consulting |
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Should you need help, contact us via email or telephone, or via "chat support" button in Community Spaces. For faster service, make sure you have your support agreement number, the serial number of your Questionmark software, as well as information about the configuration of your computer system. In addition, please ensure that you understand the nature of the problem before calling. Customers nominate three key users to be their technical support contacts for their entire organization. Your support contacts will be named in your organization's agreement, and all questions and answers should be channeled through them.
If you purchase your Software Support Plan at the time of purchase you receive a discounted price. However, if you purchase the Software Support Plan after you have purchased the software you can only enter the plan if you have the currently released version for a higher price. If you are not on the current version you are required to purchase the upgrade and then you will be eligible for the plan.
Optional 24x5 and 24x7 Support Options for ESSP Subscribers
The services above are available during normal business hours. Optional evening, nighttime and weekend support services are available to ESSP subscribers:
- 24x5 Support (24 hours per day, 5 days per week - excluding holidays)
- 24x7 Support (24 hours per day, 7 days per week)
Optional 24x5 and 24x7 Support for OnPremise ESSP Customers |
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Included or optional? |
Contact method |
Level of support |
Who |
Daytime Support
(9:00am - 6:00pm local time) |
Included in support plan |
Phone
Email
Chat
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Full first and second line support |
3 named users |
Twilight Support (6:00pm - 10:00pm local time)
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Optional: Available with
24x5 or 24x7 support |
Chat |
First line support – guidance on resolving common issues |
3 named users |
Nighttime Support (10:00pm - 9:00am local time)
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Optional: Available with
24x5 or 24x7 support |
Phone
Email |
First line support – guidance on resolving common issues |
3 named users |
Weekend Support
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Optional: Available with
24x7 support |
Phone
Email |
First line support – guidance on resolving common issues |
3 named users |
Optional 24x5 and 24x7 Support for OnDemand ESSP Customers |
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Included or optional? |
Contact method |
Level of support |
Who |
Daytime Support
(9:00am - 6:00pm local time) |
Included in support plan |
Phone
Email
Chat
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Full first and second line support |
3 named users + Named Assessment Center Administrators
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Twilight Support (6:00pm - 10:00pm local time)
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Optional: Available with
24x5 or 24x7 support |
Chat |
First line support – guidance on resolving common issues |
3 named users + Named Assessment Center Administrators
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Nighttime Support (10:00pm - 9:00am local time)
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Optional: Available with
24x5 or 24x7 support |
Phone
Email |
First line support – guidance on resolving common issues |
3 named users + Named Assessment Center Administrators
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Weekend Support
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Optional: Available with
24x7 support |
Phone
Email |
First line support – guidance on resolving common issues |
3 named users + Named Assessment Center Administrators
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