EXPERT Technical Support Plan / Hour

EXPERT Technical Support per Hour

- R&D TEAM ENGAGEMENT -

• Resolution time: ASAP (on schedule)
• Support Case Level:  ADVANCED
• Query Complexity: DEMANDING
• Processing method: email 
• Processing sequence: Successive (one ticket/case at a time)
• Resolution time/ticket included: 1 Ticket/ up to 1 hour 
• Supported Area: µFR and  µFR Online series - hardware & software, other products (DL533N, DL533R series, etc.) hardware support only.

Service Scope: This plan allows the processing of one support ticket per month of any level of complexity, and the time required for processing all requests is not longer than one working hour.

If the ticket/case requires more than one hour of work for resolution, the client may use more than one Standard Plus license or use another support plan license for the same opened case if the core resolution of the complex problem has already been provided. 

Description:  This service includes the expedited response to one client request, which includes the time required to handle the request and deliver the solution in writing, oral and remote assistance, or a mixture of these two services, all for a period of one hour.
Technical support is provided by the R&D team in writing, while the resolution implementation may also be explained by the support technician during the live session.

This service includes the expedited response to one client request, which includes the time required to handle the request and deliver the solution in writing, oral and remote assistance, or a mixture of these two services, all for a period of one hour.

Technical support is handled by the R&D team and provided in writing.

• Support ticket response asap
• The ticket is processed by an R&D team
• One purchased subscription applies to one hour of work on the ticket resolution

To submit the Technical Support Ticket with your Standard TS plan, make sure you fill in the following fields:

• Select the Technical Support Ticket option from the Support Type drop-down list
• Select the EXPERT Technical Support / Hour from the Technical Support Plan drop-down list
• Type your license code into the License Code field.

NOTICE:  Bug reports are processed with priority in all support plans. If you need to report the bug, make sure you select the Bug Report option for a Support Type.