Questionmark OnPremise Support Plans

Support plans for Questionmark OnPremise

An annual subscription license for use of Questionmark OnPremise includes one of the following software support plans:

 

Basic Support Subscription

Enterprise Support Subscription

Managed Support Subscription

All version upgrades (major and minor) included

Included
Included
Included

Access to Knowledge Base articles

Included
Included
Included

Access to online product manuals

Included
Included
Included

Access to product best practice guides

Included
Included
Included

Access to Community Forums and Blogs

Included
Included
Included

Unlimited Questionmark Live SME author accounts

Included
Included
Included

Access to support RSS feeds

Included
Included
Included

Email support for up to 3 individuals

Included
Included
Included

Phone support for up to 3 individuals

Included
Included
Included

Chat support for up to 3 individuals

Included
Included
Included

Dedicated technical support representative

 
Included
Included

Detailed customer/system profile on file

 
Included
Included

Response time per service level agreement

 
Included
Included

24x5 and 24x7 support options available

 
Included
Included

Regular issue updates per service level agreement

 
Included
Included

Can schedule time with a technical service engineer

 
Included
Included

Dedicated Technical Services Rep available for consulting

 
Included
Included

Charge for initial software installation (actual fee depends on the number of servers)

Included
Included

Included

Charge for updates to Initial software installation (actual fee depends on the number of servers)

Included
Included

Included


Should you need help, contact us via email or telephone, or via "chat support" button. 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 specify 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 support plan at the time of purchase you receive a discounted price. However, if you purchase the 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 options for OnDemand Enterprise and Managed Support Plan customers 
The services above are available during normal business hours. Optional evening, nighttime and weekend support services are available to Enterprise 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 OnDemand Enterprise and Managed Support Plan customers
Included or optional?Contact methodLevel of supportWho
Daytime support
(9:00am - 6:00pm local time)
Included in support planPhone
Email
Chat
Full first and second line support3 named users
Twilight support 
(6:00pm - 10:00pm local time)
Optional: Available with 
24x5 or 24x7 support
ChatFirst line support – guidance on resolving common issues3 named users
Night support (10:00pm - 9:00am local time)Optional: Available with 
24x5 or 24x7 support
Phone
Email
First line support – guidance on resolving common issues3 named users
Weekend supportOptional: Available with 
24x7 support
Phone
Email
First line support – guidance on resolving common issues3 named users