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FAQ:Customer Support Questions

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FAQ:Customer Support Questions


1) What support options are available?
Standard e-mail based support is available for all clients having SSA. SSA enables MachPanel product support, delivery of HotFixes and Patches, It also includes all kinds of installation / configuration issues within the product. We will not be responsible for any installations / configurations beyond our product support, for this we have Premium Support option.

In Premium Support / Paid Support, you can come to us with problems related to all the back end services like Exchange, SharePoint, BlackBerry etc. We charge a minimal amount of $150/per incident. Please note that the email describing your issue does not mean one incident but may contain more than one incident.

2) Is e-mail based technical support free?
Yes, email based technical support is free if you have active SSA.

3) Is phone based support free?
No, phone support is not free. Phone support is available only for Premium Support incidents.

4) Can I ask technical support to troubleshoot problems not related with MachPanel? For example, troubleshoot my Exchange server?
We will not be responsible for any installations / configurations beyond our product support, for this we have for this we have Premium Support option.

In Premium Support / Paid Support, you can come to us with problems related to all the back end services like Exchange, SharePoint, BlackBerry etc. We charge a minimal amount of $150/per incident. Please note that the email describing your issue does not mean one incident but may contain more than one incident

5) What is standard response time for normal support?
Response time for regular support is within 24 hours.

6) What is standard response time for premium support?
Response time for premium support is 2hours.

7) Does MachSol offer support and maintenance service?
Yes, contact sales for more information.

8) What are other resources to seek support and assistance?
You may check Various Guides, Manuals, Knowledgebase and blog.

9) How do I report bugs?
You can report bugs here.

10) Where do I post my suggestions and features request?
Please feel free to post your suggestions on http://ideas.machsol.com.

11) Where is your support based?
We are fairly spread out, with an office in California, Netherlands and Asia thus covering up different time zone is not an issue. We beat our competitors based on our quality support that comes with an amazing response time.

12) Do I get any help during installation on setup process?
We have all the Installation guides available and on top of that our support team will be available to provide you all the required help and information for successful deployment of the whole solution.


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Details
Type: FAQ
Level: Beginner
Last Modified:Friday, August 06, 2010
Last Modified By: fawad.khan
Rated 5 stars based on 1 vote
Article has been viewed 887 times.
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