E-ISG Per Incident Support Overview
We offer three types of support services that enable easy access to our technical staff. Incidents are defined as a problem or question about the use of software in your particular installation.
We try hard to give customers the best service possible and this extends to giving customers direct access to Certified Product Specialists who can not only answer support questions but also advise on strategic and configuration issues. Support Incident Resolution through our Silver and Gold Incident support will often include connecting to a customers server via web based screen sharing services to exchange ideas, solve problems and advise on the best strategy. The Support we provide is governed by our Support Policies which may change from time to time. Where commercially viable we try to go beyond the contractual requirements and ensure that customers get the best service possible.
If the problem you report is due to a software bug, we never charge you an incident to repair this problem.
Support and Maintenance Plans
E-ISG’s comprehensive Support and Maintenance plans offer three options to suit the needs of your organization:
Bronze Level (Basic Maintenance and Support) provides the user with a standard level of technical support for end users of VAM. This level includes access to the support section of www.e-isg.com website, on-demand training modules and materials, online knowledgebase and forum, and access to product documentation. VAM issues can be emailed to support@e-isg.com during published support hours of operation and responded to within 24 hours.
By subscribing to the Bronze level of E-ISG Support and Maintenance, you are also entitled to receive updates and new releases of E-ISG software product edition free of charge for the duration of your maintenance agreement. If your maintenance agreement lapses, you will not be eligible to receive any product fixes, releases or upgrades until you renew your maintenance agreement retroactive to the date it lapsed.
Cost of support: 20% of purchase price.
Silver Level Support includes all of the benefits of Bronze, but offers a four hour response time via email on all queries or software-related bugs. Furthermore, Silver Level support includes the resolution of two support incidences per year. These support incidences may derive from complications related to work station environment or user-error and are not included in the standard Bronze level maintenance agreement. Silver Level support guarantees the full and satisfactory resolution of two incidences per year. Scanner issues not related to software will also be covered in this plan.
Cost of Silver support package: 20 percent of purchase + $1,000.00
Gold Level Support includes all the benefits of silver level support, and includes direct telephone access to an E-ISG Tech Support representative, if not immediately, then within the hour. Gold Level also includes the successful resolution of five support incidences per year.
Cost of Gold Support Package: 20 percent of purchase + $2,500.00
Support Package Options |
Bronze |
Silver |
Gold |
Online Support Portal |
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Email Support |
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Phone Support |
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Process Mentor |
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Turn around Request |
24 | 4 | 4 |
| Paid Support Incidents | 2 | 5 |
