Per Incident Support
Purchase individual support requests via the
Paragon web site. Per Incident support is designed to meet the
ad-hoc and occasional support needs. It is highly recommended
that you take advantage of our online knowledge base, documentation
and discussion forums before deciding to pay for a individual
incident
Pay-per-request
Incident Support Program provides incident-based web support and
recommendations for the Server and Professional Editions of our products.
However, users of Personal Editions can also buy Per Incident Support
if they need our emergency assistance. It is designed to meet the
ad-hoc and occasional support needs. An Incident is a single, discrete
technical problem which cannot be reasonably subdivided, and also
which is not overly broad in scope.
First reaction time - the guaranteed reply
time for Per Incident Support request is 2 business hours.
Extended hours of operation - Our Support
engineers are available for you from 8.00 to 22.00 CET
from Monday till Friday.
You can use your Per Incident Support service within
one year from the date of purchasing. A dedicated support
engineer will be responsible for direct assistance and
guidance through all support related issues via website/e-mail
and Phone.
A Per Incident Support is a single support issue that cannot be broken
down into separate issues. If a problem contains multiple issues,
each will be charged as a separate Per Incident Support. You can
use your Per Incident Support for any Paragon product which is available
to customers and the latest version of those products. It is the
customer's responsibility to make sure that they have the latest
build of the product for which the issue pertains. If the support
incident was addressed in a later build of the software, the customer
will still be charged for the support incident. If the incident turns
out to be a defect in our software and a support engineer is unable
to find an acceptable solution, the customer will not be charged
for the Support Incident.
Technical Resources and Additional Tools
In addition to free access to KB, Documentation and Community forum
you also receive the access to technical resources and additional
tools which provide you following advantages
- Additional possibilities and expanded functionality;
- Your system optimization;
- System security improvement;
- Other useful tools for regular system operations.
Overall Summary
We provide you extended support engineer's availability to help you
in critical situations which may arise while installation or exploitation
of our software. Workstation users and network administrators may
be interested in this program. You can purchase Per Incident Support
for your products if you are IT expert but want to be sure that you
will always get our urgent assistance in case of critical emergency. |
