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faq:how_do_i_get_support [2014/11/24 09:08] – [By telephone] paul | faq:how_do_i_get_support [2014/11/24 09:18] – paul | ||
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You can get support for our software products in several ways. | You can get support for our software products in several ways. | ||
=====By telephone===== | =====By telephone===== | ||
- | - 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. You can call us 10 times a year for this, however we rarely enforce this restriction as long as the service is not abused. This service is often used by organisations where there may not be in-house support coverage all the time. | + | - 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. You can use the telephone support facility up to 10 times a year for this, however we rarely enforce this restriction as long as the service is not abused. This service is often used by organisations where email is considered business critical. |
- Purchase a single technical support incident on +44(0)1484 855800. This costs £20 (+VAT if applicable) per incident. You can call as many times as necessary to resolve a single issue. | - Purchase a single technical support incident on +44(0)1484 855800. This costs £20 (+VAT if applicable) per incident. You can call as many times as necessary to resolve a single issue. | ||
- Use our premium rate telephone number from within the UK. This number is 0906 2654505 and costs £1.02 per minute. This is most useful for short questions. | - Use our premium rate telephone number from within the UK. This number is 0906 2654505 and costs £1.02 per minute. This is most useful for short questions. | ||
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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). | 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/ | =====By email/ | ||
- | - You can purchase an annual priority support contract. | + | - You can purchase an annual priority support contract |
- | - Alternatively, | + | - Alternatively, software maintenance is available as well. This costs 25% of the software |
+ | - We also have a [[http:// | ||
- | You can use our email support by emailing | + | You can use our email support by going to [[http:// |
- | + | ||
- | 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. | 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. | + | =====Support hours===== |
+ | UK office hours are Monday to Friday, 9am to 5pm except during UK bank holidays and over the Christmas period. | ||
+ | |||
+ | If you anticipate that you will require support outside of these times, then there is the option to pay for 24/7 technical support, but this is very expensive, so it is often better to purchase our [[http://www.pscs.co.uk/ | ||
=====Purchasing support options===== | =====Purchasing support options===== | ||
You can purchase support options by calling +44 (0)1484 855800 or online at http:// | You can purchase support options by calling +44 (0)1484 855800 or online at http:// |