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--- faq:how_do_i_get_support [2011/10/05 15:44] – [By telephone] paul
+++ faq:how_do_i_get_support [2014/11/24 09:07] – [By email/web] paul
@@ Line 8: / Line 8: @@
 With any of the above charged services we can optionally [[remote access|remotely access your VPOP3 server]] to resolve issues or help with configuration issues. (We do not have to do this if you don't want us to).
 =====By email/web=====
-  - You can purchase an annual support contract. This costs £100 (+VAT if applicable) per year per software licence (or £150 including telephone support as well). This entitles you to priority email support where we aim to respond to your email within 3 hours.
+  - You can purchase an annual priority support contract. The cost depends on your current VPOP3 licence, and costs 50% of the licence price per year (with a minimum of £100) per software licence  (+VAT if applicable) . This entitles you to software upgrades, remote support and telephone support during UK office hours and priority email support where we aim to respond to your email within 3 hours during UK office hours.
-  - Free email support is available as well. With this we aim to respond within 3 business days. Using this service we only support versions of VPOP3 which are less than 3 years old.
+  - Alternatively, software maintenance is available as well. This includes email technical support (we aim to respond within 3 business days) and software upgrades
 You can use our email support by emailing [[mailto:support@pscs.co.uk]] or by going to http://support.pscs.co.uk
-With the annual support contract we can [[remote access|remotely access your VPOP3 server]] to help if you wish. With the free email support this option is not available.
+UK office hours are Monday to Friday, 9am to 5pm except during UK bank holidays and over the Christmas period.
+With the annual priority support contract we can [[remote access|remotely access your VPOP3 server]] to help if you wish. With the software maintenance option this facility is not available.
+We also have a [[http://wiki.pscs.co.uk|Knowledgebase]] or [[http://answers.pscs.co.uk|Answers website]] which can be used by all users, free of charge.
 =====Purchasing support options=====
 You can purchase support options by calling +44 (0)1484 855800 or online at http://www.pscs.co.uk/helpdesk/purchase.php

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