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--- faq:how_do_i_get_support [2011/10/05 15:44] – [By telephone] paul
+++ faq:how_do_i_get_support [2018/11/14 10:45] (current) – external edit 127.0.0.1
@@ Line 2: / Line 2: @@
 You can get support for our software products in several ways.
 =====By telephone=====
-  - Purchase an annual support contract on +44 (0)1484 855800. This costs £100 (+VAT if applicable) per year per software licence. This allows you to receive telephone technical support with no cost at point of use. 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.
   - 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.
@@ 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 as described above.
-  - 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 costs 25% of the software licence price per year and can be purchased as long as your existing software maintenance has not lapsed. This includes email technical support (we aim to respond within 3 business days) and software upgrades. All purchases of new VPOP3 licences include 1 year of software maintenance.
+  - 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.
-You can use our email support by emailing [[mailto:support@pscs.co.uk]] or by going to http://support.pscs.co.uk
+You can use our email support 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.
+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.
+=====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/products/vpop3host/index.php|Hosted VPOP3 Service]] as this includes 24/7 "server down" support. Contact [[support@pscs.co.uk]] for pricing information on our 24/7 technical support or hosted VPOP3 service.
 =====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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