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| QSA ToolWorks Public Feedback Forum > Fee-Based Technical Support > 03: Levels of Support | You are not logged in. Login or Register. |
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| Author: | Topic: 03: Levels of Support | |||
Matt Posts: 107 Registered: 2003-02-16  mstrange@mac.com  |
 Posted: Mar 31, 2003 4:59:04 pm    
Technical Support is available on three levels, depending on need... Online Technical Support: No Charge Standard Technical Support: $20usd/unit Mission Critical Support: Market Rate These support levels are defined as follows... Online Technical Support: No Charge Online support is "self serve" support. This type of support does not require direct interaction with Helix staff, or interaction that happens as our schedule permits. Online support options come with no promised turnaround time, but we will strive to answer questions in a timely manner. Specific items include... Access to web site resources Email replies to basic queries Email lists (update notification) Replies to questions submitted via official disucssion forums Access to the Guest section of Helix tech support database Standard Technical Support: $20usd per unit When technical support needs move into more sophisticated (or more urgent) areas, Helix technical support staff is avaiable to respond directly to your inquiries. Technical support at this level is charged on a "per unit" basis. Under the current pricing plan, fee based technnical support is billed at $20USD per unit, with a unit is defined as one support incident of 15 minutes or less. Support incidents that go beyond 15 minutes will be billed for additional units, as needed. It should be noted that if the the support call results in the discovery or reproducibility of a previously unknown (or known but unpublished) bug in Helix, there will be no charge. Specific items include... Telephone support Timbuktu support (chat, look, control...) iChat/AIM support (chat) Advanced technical support via email Collection Repair Customers using fee based support will be free to use support for a wide range of support options. From generic design questions (How do I order items in a subform?) to high level support (would you visit my computer via Timbuktu and help me design a report?), all are within the realm of fee based support. (An aside to developers: Helix Technologies does not indend on replacing developers as the high level support source for our mutual customers. We emphatically prefer that customers who need this level of support connect with a professional Helix developer in their geographic area or market niche. Unfortunately there are many areas where such developers are not available and the only reasonable answer is for Helix Technologies to provide the necessary support. Previously we simply told these customers that we could not help them if they were unable to work with a local developer. Now we have a solution that is intended to supplement, not supplant, the professional developer. Mission Critical Support: Market Rate For situations where it is necessary for a developer to go on site to provide technical support, Helix Technologies will make every attempt to locate a top level developer to do so. Consulting rates vary by locale, so we can not dictate the rate. Market forces will determine what the developer charges.
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