STANDARD Technical Support Plan / Hour

STANDARD Technical Support Plan

- FAST RESOLUTION -

• Resolution time: 24–48 hours / Expedited Response
• Support Case Level: MEDIUM
• Query Complexity: MODERATE
• Processing method: email 
• Processing sequence: Successive (one ticket/case at a time)
• Resolution time/ticket included: 1 HOUR
• Supported Area: µFR and  µFR Online series - hardware & software, other products (DL533N, DL533R series, etc.) hardware support only.

 Service Scope: A support team will work on one open ticket or case at a time until it is resolved before moving on to the next one. This approach can help ensure that each case receives the necessary attention and that there is no confusion or overlap between tickets. This plan enables us to provide prompt processing of your support ticket that may contain medium-complexity requests and requires up to one hour of resolution time. 

 Description:  This plan includes all options of the Free Support (Basic level services), as well as advanced services, such as hardware implementation guidance, SDK recommendations, implementation assistance, device setup assistance, solving moderately complex technical issues and categorizing reported problems (bugs, R&D assistance needed, etc.).
Requests are processed with high priority. They are taken to work no later than 48 hours after receiving the request.

This technical support plan allows the processing of one support ticket per month,  and the time required for processing 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 license or another support plan license for the same opened case (if remote assistance is needed or the request complexity escalates to a higher level).

Our technical support includes support for the implementation of the hardware and software of the uFR series, as well as the hardware of the DL533N and DL533R series.

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 Standard Technical Support 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.