Techsupport

Techsuppot: Our technical support schematic is issue based. Technical support query (issue) is evaluated with "support points" whereby 1 point is actually equal to 1 minute of work by an experienced technical support engineer. This system has a substantial advantage over periodical support service. It allows for adequately assessing the technical assistance rendered. Moreover, since the points do not expire through time and reasonably low prices are offered, giving you an opportunity to allocate resources (money or support points balance) to get technical support any time.

The greatest benefit of such an approach is that points, unlike days, do not expire through time. When we solve a technical problem, some points will be taken away and the rest of them will stay in the customer account for future usage.

We have estimated how much time is usually devoted to different issues and classified them by categories. Depending on the issue category, each ticket costs a certain amount of tech support points. The approximate list of categories and their price is as follows:

Note: The issue costs are approximate, as the ticket rate may change during the problem solving.

While the problem is being solved, the initial ticket price may be changed. For example, if additional investigation is required, the rate will be increased. But if a problem turns out to be a product malfunction or standard specification, the points will be all returned. We are ready to reconsider the ticket cost if you think you were charged incorrectly.

All the points management is displayed in your helpdesk account,. Please check:

• The top part (The list of balance modifications) shows where the points came from.
• The middle part (The list of processed tickets for which points are captured) shows which tickets are in progress and how much they generally cost.
• The bottom part (The list of resolved tickets for which points were deducted) shows which solutions have already been provided and how many points have been taken irrevocably at the end of those tickets' processing.

Your support tickets will be logged on your invoice. Updated point balances will be emailed to the address on file.

Need Assistance?
If you have questions, need help, or simply feel uncomfortable placing your order online, feel free to contact the product representative at 1-800-786-0329 or send a Support Ticket.