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Support Programs
Which Support Program is Right For You?
ScriptLogic has two annual support programs, so you should pick the program that is right for you.
- Do you need support 24x7x365?
- Do you need response time goals?
Standard Support
- Phone Support Hours: 7am – 7pm ET (Monday – Friday)
- Unlimited Access 24x7 to our private support website –(scriptlogic.com/support)
- Online Knowledge Base
- Online User Community Forums
- Electronic Product Documentation
- Download major, minor and maintenance releases, and QFE Hotfixes, that ScriptLogic provides to customers generally under support for no additional fee
- Case Logging via Telephone Support
- Version and Release Support – ScriptLogic supports the current version and the immediately prior version of each product, including any interim releases
- Bug Fixes
- Severity Process
- Support requests are classified as follows:
- Critical – complete loss of service from the software and significant adverse impact to the business
- Normal – complete or partial loss of service from the software, but no significant adverse impact to the business
- Informational – no loss of service from the software
Premium Support
- Same as Standard Support, with the following additional benefits:
- Phone Support Hours: 24x7x365
- Severity Process Response Goals
- Critical - Response Goal - 1 Hour
- Normal - Response Goal - 12 Hours
- Informational - Response Goal - 24-48 Hours
Renewal Terms
- All ScriptLogic products come with 12 months of support included in the price of the license. Support can be extended to 2 or 3 years at the time of initial license purchase for a lower cost than the price of extending support at a later date. Within 30 days of the support expiration date, support renewals can be purchased to extend maintenance by 1, 2 or 3 years. For customers who have cancelled support, a reinstatement fee will apply.
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