If we identify a problem in a custom configuration or a suspected defect in your software, we will report our findings to your IT department, so you don't have to start from the beginning to re-diagnose the problem. We include call detail and summary information, such as end user name, time and date of call, average hold time and call duration, product type and volume, total call volume, problem statement and resolution. You can download and review this information at your convenience to help you track and analyze support trends and enhance your ability to make strategic, informed business decisions about your IT environment. Supported workstations must include an Eligible Machine and an Eligible Program. Ask us about support coverage for other commercially available products not listed in our supported products list.
Charges are per user, per month.
Incident-based pricing Charges are per incident. An incident is defined as a single request for assistance on a particular product or problem, which may involve multiple calls for resolution. Incident-based contracts are prepaid and the contract duration is the shorter of 12 months or until the block of incidents is consumed. To learn more, view frequently asked questions about this service.