With an excellent technical team standing by, we’re ready to help you with your
development challenges at any time. We offer three levels of support: Standard,
Gold, and Premium.
Standard Support
Standard support is part of our commitment to offer you advanced products and great
service. Standard support is free with every product purchase whether individual
or suite. Support requests are answered in less than 48-hours, guaranteed. We offer
email support,
discussion forums,
and access to our Intersoft
Developer Network for community sharing and product feedback.
Gold Support
Gold support is free with every full subscription purchase and is valid as long
as your subscription is active. It includes all the benefits of Standard support
plus a guaranteed reply to support requests within 24 hours, online LiveChat™ service, monthly
hot fixes, and priority access to beta or community technology preview releases.
Premium Support
Premium support is available on a per contract basis and is designed for enterprise
customers who require more extensive support. Our Premium support includes:
- Issue escalation to senior support engineers and developers
- Guaranteed response within 24 hours and direct access to our engineers
- Priority response for support requests
- Prioritized consideration of requested product enhancements and features
- Design and best practices consulting for performance optimization, security, and
more
Premium Support is available in two options:
- Time-based
Support is available at the hourly of $60 US with a minimum purchase of 10 hours,
to be used as needed. Alternatively, customers can save more by purchasing a 1-month,
3-month, or 6-month premium support contract. This options best suits projects requiring
round-the-clock support for direct one-on-one assistance of Intersoft Senior Technical
Engineer.
Price:
US time zone: US$ 60/hour
Asia time zone (GMT +7): US$ 50/hour
Minimum 10-hour support with 30-minute rounding
1-month package: $1,800
3-month package: $3,600
6-month package: $6,000
- Incident-based
Incident-based support is designed for customers working on a project with fewer
time constraints. A senior technical engineer will collaborate directly with the
customer on a particular issue until the issue is resolved. If the issue is considered
and marked as a bug or unresolved, no fee will be deducted.
Price:
5 incident pack: US $500
10 incident pack: US $850
Terms and Conditions
- Purchased premium support package is not refundable or upgradable.
- Upon purchasing the hourly support, customers must determine which time zone they
wish to follow prior to running the program. No adjustment can be made after purchase.
- For more information about Premium support, please contact Intersoft Sales.