To request technical support, please contact Questionmark's Technical Services team via email or telephone. Normal support hours are from 8 a.m. to 6 p.m. Central Standard Time Monday through Friday.

• E-mail: support@questionmark.com
• Phone: (800) 597-3950 or +1 (203) 855-4500 - Option 2
• Chat: Via "Chat Button" on Questionmark Community Spaces
  
• Customer Center: check the status of outstanding tickets
  Access restricted to your organization's Primary Software Support Plan contact(s)
  

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.

	Software Support Plan (SSP)	Enterprise Software Support Plan (ESSP)
All version upgrades (major and minor) included
Access to knowledge bases
Access to online product manuals
Access to product best practice guides
Access to “Community Spaces” forums, blogs & wikis
Unlimited Questionmark Live SME author accounts
Access to support RSS feeds
Email support for up to 3 individuals
Phone support for up to 3 individuals
Chat support for up to 3 individuals
Dedicated technical support representative
Detailed customer/system profile on file
Response time per service level agreement
24x5 and 24x7 Support Options Available
Regular Issue updates per service level agreement
Can Schedule Time with Technical Service Engineer
Dedicated Technical Services Rep available for consulting

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)

Click here for a knowledge base article with more information about Communities Editions of Questionmark products.

• Provide SSP customers an avenue for providing input on new features so that Questionmark can produce a better product that better suits customers’ needs; and
• Keep SSP customers informed about the development activities associated with specific product features.

If you are currently using a retired Questionmark product but want to continue receiving live technical support you will need to install and register a supported version. Here is basic information about Questionmark’s sunset policies. If you require more information, please email info@questionmark.com.

• Major versions will be supported by phone and email for 24 months after the release date of the next major version. However, issues that need resolution will almost certainly require an upgrade to the latest version.
  [Note: Support for Perception v4 will continue until July 1, 2012]
• Customers are encouraged to move to the next major version as soon as possible
• Hosting customers will be moved to the next major version shortly following release
• Public training courses for previous major versions will stop within 2 months of the release of the next major version
• Private training courses for previous major versions will stop within 6 months of the release of the next major version
• Consulting services on previous major versions will stop within 6 months of the release of the next major version
• Issues with the previous version will be fixed at Questionmark’s discretion, depending on the severity of the problem.

• Free web-based feature tours, with sound and animation. Learning Café
• 3-day training courses provided at Questionmark’s Training Staff:. Check our Training page for dates and other locations.
• On-site training at your offices.
• Web-based-training where our instructor works on a conference call and provides presentations using a web-browser.

• Web-based-consulting where our consultant will work with you, on the phone while using web-presentations, to help you identify the issues that need to be addressed and suggestion that will help you
• On-site consulting at your offices.

Learn more about Consulting Services...